Sample 2 Flashcards
1) What is the effect of increased automation on the ‘service desk’ practice?
A. Greater ability to focus on customer experience when personal contact is needed
2) Which term describes the functionality offered by a service?
B. Utility
3) Which is the purpose of the ‘monitoring and event management’ practice?
B. To systematically observe services and service components, and record and report selected changes of state
4) What should all ‘continual improvement’ decisions be based on?
B. Accurate and carefully analyzed data
5) How do all value chain activities transform inputs to outputs?
B. By using a combination of practices
6) How does customer engagement contribute to the ‘service level management’ practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
D. 1 and 4
7) What is the starting point for optimization?
B. Understanding the vision and objectives of the organization
8) Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
C. service value system
9) Which practice provides support for managing feedback, compliments and complaints from users?
B. Service request management
10) Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
D. Service relationship management
11) Which practice may involve the initiation of disaster recovery?
A. Incident management
12) What type of change is MOST likely to be managed by the ‘service request management’ practice?
C. A standard change
13) Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
B. Collaborate and promote visibility
14) What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A. A service
15) Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
16) Which dimension of service management considers governance, management, and communication?
A. Organizations and people
17) Identify the missing word in the following sentence
B. analyzed
18) Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analyzed
19) What does the ‘service request management’ practice depend on for maximum efficiency?
C. Processes and procedures
20) Which statement about the ‘service desk’ practice is CORRECT
D. It needs a practical understanding of the business processes
21) Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management
22) Which practice has a purpose that includes restoring normal service operation as quickly as possible?
D. Incident management
23) Identify the missing word in the following sentence.
A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption
B. outcomes
24) Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options
D. Progress iteratively with feedback
