Service Operation (SO)

Question 1

Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-
Based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

Answer 1

A. A request from a user for information, advice or for a standard change

Question 2

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management

Answer 2

B. Event management

Question 3

Which one of the following do major incidents require?
A. Separate procedures 
B. Less urgency 
C. Longer timescales 
D. Less documentation

Answer 3

A. Separate procedures

Question 4

Consider the following list: 
1. Change authority 
2. Change manager 
3. Change advisory board (CAB) 
Which one of the following is the BEST description of the items above?
A. Job descriptions 
B. Functions 
C. Teams 
D. Roles, people or groups

Answer 4

D. Roles, people or groups

Question 5

What is the BEST description of the purpose of the service operation stage of the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers

Answer 5

D. To deliver and manage IT services at agreed levels to business users and customers

Question 6

In terms of adding value to the business, which one of the following describes service operation contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is visible to customers

Answer 6

D. Service value is visible to customers

Question 7

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only C
C. 1 and 3 only
D. All of the above

Answer 7

B. 2 and 3 only C

Question 8

What is the name of the group that should review changes that must be implemented faster than the normal change process?
A. Technical management 
B. Emergency change advisory board 
C. Urgent change board 
D. Urgent change authority

Answer 8

B. Emergency change advisory board

Question 9

Which process is responsible for providing the rights to use an IT service? 
A. Incident management 
B. Access management 
C. Change management 
D. Request fulfillment

Answer 9

B. Access management

Question 10

Which of the following service desk organizational structures are described in service operation? 
1. Local service desk 
2. Virtual service desk 
3. IT help desk 
4. Follow the sun
A. 1, 2 and 4 only 
B. 2, 3 and 4 only 
C. 1, 3 and 4 only 
D. 1, 2 and 3 only

Answer 10

A. 1, 2 and 4 only

1. Local service desk
2. Virtual service desk
3. Follow the sun

Question 11

Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible

Answer 11

D. Restoring normal service operation as quickly as possible

Question 12

Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item (CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem

Answer 12

A. Any change of state that has significance for the management of a configuration item (CI) or IT service

Question 13

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers

Answer 13

D. To deliver and manage IT services at agreed levels to business users and customers

Question 14

Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business

Answer 14

D. An incident which has a high priority or a high impact on the business

Question 15

Which statement about the emergency change advisory board (ECAB) is CORRECT?
A. The ECAB considers every high priority request for change
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
D. The ECAB will be chaired by the IT director

Answer 15

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

Question 16

Which of the following would be examined by a major problem review? 
1. Things that were done correctly 
2. Things that were done incorrectly 
3. How to prevent recurrence 
4. What could be done better in the future?
A. 1 only 
B. 2 and 3 only f 
C. 1, 2 and 4 only 
D. All of the above

Answer 16

D. All of the above

Question 17

Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items

Answer 17

C. Recording service desk staff absence

Question 18

Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems

Answer 18

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

Question 19

Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfillment 
B. Service portfolio management 
C. Service desk 
D. IT finance

Answer 19

A. Request fulfillment

Question 20

Which one of the following is NOT a valid purpose or objective of problem management?
A. To prevent problems and resultant incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents

Answer 20

C. To restore service to a user

Question 21

Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users

Answer 21

D. To deliver and manage IT services at agreed levels to business users

Question 22

Which one of the following activities would be performed by access management?
A. Providing physical security for staff at data centers and other buildings
B. Managing access to computer rooms and other secure locations
C. Managing access to the service desk
D. Managing the rights to use a service or group of services

Answer 22

D. Managing the rights to use a service or group of services

Question 23

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillment, and access management
B. Event management, incident management, change management, and access management
C. Incident management, problem management, service desk, request fulfillment, and event management
D. Incident management, service desk, request fulfillment, access management, and event Management

Answer 23

A. Event management, incident management, problem management, request fulfillment, and access management

Question 24

Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only

Answer 24

B. 1, 2 and 3 only

1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service

Question 25

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above

Answer 25

D. Both of the above

Question 26

Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager

Answer 26

A. The change management process owner

Question 27

Which one of the following activities does application management perform?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application

Answer 27

B. Ensuring that the required functionality is available to achieve the required business outcome

Question 28

Which one of the following functions would be responsible for the management of a data centre?
A. Technical management 
B. Service desk 
C. Application management 
D. Facilities management

Answer 28

D. Facilities management