Slides (21)
1 -
2 -
Which practice has a purpose that includes ensuring that risks have been properly assessed?
1. Service Level Management
2. Change Control
3. Problem Management
4. Service Configuration Management
3 -
When should a full risk assessment and authorization be carried out for a standard change?
1. At least once a year
2. When the procedure for the standard change is created
3. Each time the standard change is implemented
4. When an emergency change is requested
4 -
Which statement about emergency changes is CORRECT?
1. The testing of emergency can be eliminated in order to implement the change quickly
2. Emergency changes should be authorized and implemented as service requests
3. Emergency changes must be fully documented before authorization and implementation
4. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
5 -
Which practice coordinates the classification, ownership and communication of service requests and incidents?
1. Supplier Management
2. Service Desk
3. Problem Management
4. Relationship Management
6 -
Which statement about service desks is CORRECT?
1. The service desk should work in close collaboration with support and development teams
2. The service desk should rely on self-service portals instead of escalation to support teams
3. The service desk should remain isolated from technical support teams
4. The service desk should escalate all technical issues to support and development teams
7 -
What is the purpose of the ‘deployment management’ practice?
1. To set clear business-based targets for service performance
2. To move new or changed components to live environments
3. To make new or changed services available for use
4. To ensure services achieve agreed and expected performance
8 -
Which is a service request?
1. Requesting investigation of a degraded service
2. Requesting an enhancement to an application
3. Requesting information about how to create a document
4. Requesting information about how to create a document
9 -
Which is a key requirement for a successful service level agreement?
1. It should be written in legal language
2. It should relate to simple operational metrics
3. It should be based on the service provider’s view of the service
4. It should be simply written and easy to understand
10 -
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
1. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
2. An organization should always develop competencies in methodologies and techniques that will meet their needs
3. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
4. An organization should always use a single technique to ensure metrics are consistent
11 -
Which describes a standard change?
1. A change that must be implemented as soon as possible
2. A change that is typically implemented as a service request
3. A change that needs to be scheduled, assessed and authorized following a defined process
4. A high-risk change that needs very thorough assessment
12 -
Which describes normal changes?
1. Changes that are typically initiated as service requests
2. Changes that need to be scheduled and assessed following a process
3. Changes that are low-risk and pre-authorized
4. Changes that must be implemented as soon as possible
13 -
What are the three phases of 'problem management'?
1. Problem logging, problem classification, problem resolution
2. Incident management, problem management, change enablement
3. Problem identification, problem control, error control
4. Problem analysis, error identification, incident resolution
14 -
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
1. Assets
2. Customers
3. CI's
4. Suppliers
15 -
Which two statements about the 'service request management' practice are CORRECT?
1. 3 and 4
2. 2 and 3
3. 1 and 2
4. 1 and 4
16 -
What is an IT asset?
1. A request from a user mat initiates a service action
2. The removal of anything that could have a direct or indirect effect on services
3. Any component that needs to be managed in order to deliver a service
4. Any financially valuable component that can contribute to delivery of an IT product or service
17 -
Which of these should be logged and managed as a problem?
1. Continual improvement' needs to prioritize an improvement opportunity
2. A user requests delivery of a laptop
3. A monitoring tool detects a change of state for a service
4. Trend analysis shows a large number of similar incidents
18 -
Which activity is part of the 'continual improvement' practice?
1. Populating and maintaining the asset register
2. Providing a clear path for users to report issues, queries, and requests
3. Identifying and logging opportunities
4. Delivering tactical and operational engagement with customers
19 -
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
1. Service Level Management
2. Continual Improvement
3. Incident Management
4. Probleme Management
20 -
What is defined as an unplanned interruption or reduction in the quality of a service?
1. An Incident
2. An event
3. A Problem
4. A Service Request
21 -
Which will NOT be handled as a service request?
1. The provision of a laptop
2. The degradation of a service
3. A complaint about a support team
4. The replacement of a toner cartridge
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