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Question 1:
Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider\’s established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Correct Answer: B
Question 2:
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Correct Answer: A
Question 3:
Which one of the following is NOT a characteristic of a process?
A. It is measureable
B. It delivers specific results
C. It responds to specific events
D. It structure an organization
Correct Answer: D
Question 4:
What BEST describes the value of service operation to the business?
A. It supports the creation of a portfolio of quantified services
B. It ensures IT services are continuously aligned to business requirements
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages
Correct Answer: D
Question 5:
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
Correct Answer: D
Question 6:
Which is an example of how service automation assists service automation assists service management?
A. Customers can employ more sales staff during peak business periods
B. The capacity of services can be adjusted to respond to respond to variations in demand
C. Requests for new services can be authorized by anyone in service management
D. The capacity of the service desk can be reduced to prevent users contacting it at busy times
Correct Answer: B
Question 7:
Where would all the possible service improvement opportunities be recorded?
A. CSI register
B. Known error database
C. Capacity management information system
D. Configuration management database
Correct Answer: A
Question 8:
One of the five major aspects of Service Design is the design of the service solutions. It includes?
A. Requirements, resources and capabilities needed and agreed
B. Only requirements needed and agreed
C. Only capabilities needed and agreed
D. Only resources and capabilities needed
Correct Answer: A
Question 9:
When planning `continual improvement\’, which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
Correct Answer: C
Question 10:
Which statement about standard changes is CORRECT?
A. A full assessment should be completed each time the change is implemented
B. The change can be implemented with less testing if necessary
C. The appropriate change authority should be assigned to each type of change
D. The change does not require additional authorization
Correct Answer: D
Question 11:
What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Correct Answer: D
Question 12:
Which is the BEST definition of a service?
A. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
D. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
Correct Answer: B
Question 13:
Which is a purpose of the \’service level management\’ practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization\’s suppliers and their performance are managed appropriately
C. To set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests
Correct Answer: C
Question 14:
Which of the following is the best definition of service management?
A. The ability to keep services highly available to meet the business needs
B. A set of specialized organizational capabilities for providing value to customers in the form of services
C. A complete set of all the documentation required to deliver world class services to customers
D. An internationally recognized methodology to provide valuable services to customers
Correct Answer: B
Question 15:
Which guiding principle considers customer and user experience?
A. Collaborate and promote visibility
B. Focus on value
C. Start where you are
D. Keep it simple and practical
Correct Answer: B