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NEW QUESTION 1
Which is part of service provision?
- A. The management of resources configured to deliver the service
- B. The management of resources needed to consume the service
- C. The grouping of one or more services based on one or more products
- D. The joint activities performed to ensure continual value co-creation
Answer: A
NEW QUESTION 2
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- A. outputs
- B. outcomes
- C. costs
- D. risks
Answer: B
NEW QUESTION 3
Which is the BEST example of an emergency change?
- A. The implementation of a planned new release of a software application
- B. A low-risk computer upgrade implemented as a service request
- C. The implementation of a security patch to a critical software application
- D. A scheduled major hardware and software implementation
Answer: C
NEW QUESTION 4
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
- A. Release management
- B. Service desk
- C. Problem management
- D. Supplier management
Answer: B
NEW QUESTION 5
Which statement about the 'service desk1 practice is CORRECT?
- A. It provides a link with stakeholders at strategic and tactical levels
- B. It carries out change assessment and authorization
- C. It investigates the cause of incidents
- D. It needs a practical understanding of the business processes
Answer: D
NEW QUESTION 6
Which is a purpose of the 'engage' value chain activity?
- A. Meeting expectations for quality, costs and time-to-market
- B. Ensuring the continual improvement of services
- C. Ensuring that the organization's vision is understood
- D. Providing transparency and good relationships
Answer: D
NEW QUESTION 7
Which is NOT a key focus of the 'information and technology' dimension?
- A. Workflow management and inventory systems
- B. Communication systems and knowledge bases
- C. Roles and responsibilities
- D. Security and compliance
Answer: C
NEW QUESTION 8
Which practices are typically involved in the implementation of a problem resolution?
* 1. Continual improvement
* 2. Service request management
* 3. Service level management
* 4. Change control
- A. 1 and 2
- B. 1 and 4
- C. 3 and 4
- D. 2 and 3
Answer: B
NEW QUESTION 9
How should automation be implemented?
- A. By initially concentrating on the most complex tasks
- B. By optimizing as much as possible first
- C. By replacing human intervention wherever possible
- D. By replacing the existing tools first
Answer: C
NEW QUESTION 10
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Supplier management
- B. Service desk
- C. Problem management
- D. Relationship management
Answer: B
NEW QUESTION 11
When should a change request be submitted to resolve a problem?
- A. As soon as a solution for the problem has been identified
- B. As soon as a workaround for the problem has been identified
- C. As soon as the analysis of the frequency and impact of incidents justifies the change
- D. As soon as the analysis of cost, risks and benefits justifies the change
Answer: D
NEW QUESTION 12
What three elements make up the Service Portfolio?
- A. Customer portfolio, service catalogue and retired services
- B. Customer portfolio, configuration management system and service catalogue
- C. Service pipeline, service catalogue and retired services
- D. Service pipeline, configuration management system and service catalogue
Answer: C
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 13
Which service transition process provides guidance about converting data into information?
- A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D
- B. Knowledge management
- C. Service validation and testing
- D. Service asset and configuration management
Answer: B
NEW QUESTION 14
Which practice identifies metrics that reflect a customer experience of a service?
- A. Continual improvement
- B. Service level management
- C. Service desk
- D. Problem management
Answer: B
NEW QUESTION 15
Which describes normal changes?
- A. Changes that need to be scheduled and assessed following a process
- B. Changes that are low-risk and pre-authorized
- C. Changes that are typically initiated as service requests
- D. Changes that must be implemented as soon as possible
Answer: A
NEW QUESTION 16
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
- A. protect
- B. store
- C. audit
- D. provide
Answer: A
NEW QUESTION 17
Which describes a standard change?
- A. A high-risk change that needs very thorough assessment
- B. A change that is typically implemented as a service request
- C. A change that must be implemented as soon as possible
- D. A change that needs to be scheduled, assessed and authorized following a defined process
Answer: B
NEW QUESTION 18
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
Answer: C
NEW QUESTION 19
Which is a key requirement for a successful service level agreement?
- A. It should be written in legal language
- B. It should be simply written and easy to understand
- C. It should be based on the service provider’s view of the service
- D. It should relate to simple operational metrics
Answer: B
NEW QUESTION 20
Why should service desk staff detect recurring issues?
- A. To help identify problems
- B. To escalate incidents to the correct support team
- C. To ensure effective handling of service requests
- D. To engage the correct change authority
Answer: A
NEW QUESTION 21
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Each iteration should be designed before starting the initiative and implemented without feedback
- B. Feedback should only be taken into account when one iteration fails to meet its objective
- C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- D. Each iteration should be continually re-evaluated based on feedback
Answer: D
NEW QUESTION 22
What is the CORRECT definition of service management?
- A. A set of specialized assets for transitioning services into the live operational environment
- B. A set of specialized organizational capabilities for delivering value to customers in the form of services
- C. The capability of supplier to deliver services to providers in exchange for money
- D. The capability of service providers to minimize their costs without reducing the value of the services
Answer: B
NEW QUESTION 23
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