Mock Exam 2 Flashcards
Which of the following is an example of access to resource?
SELECT THE CORRECT ANSWER
Installing a new application on the server
Providing a user access to an application
Rebooting the server
Assigning an asset to employee
Providing a user access to an application
How does configuration management support deliver and support of value chain activity?
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Configuration information is used to support activities of the incident management and problem management practices
Configuration management documents how assets work together to create a service
Configuration records are used to create the code or artefact that is being built
Configuration information is used by consumers
Configuration management documents how assets work together to create a service
How should an organization adopt continual improvement methods?
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Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Which practice has the purpose of making new and changed services and features available for use?
SELECT THE CORRECT ANSWER
Change control
Service request management
Release management
Deployment management
Release management
How can the risk be reduced by service consumers while requesting service? 1. Actively participating while specifying the requirements of the service 2. Clearly communicating the critical success factors 3. Identifying the constraints applicable to the service 4. Confirming the cost
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1, 2, and 4
1, 3, and 4
2, 3 and 4
1, 2 and 3
1, 2 and 3
What is the definition of change?
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Any change of state that has significance for the management of a configuration item or IT service
Any component that needs to be managed to deliver an IT service
Any valuable component that can contribute to delivery of an IT product or service
The addition, modification, or removal of anything that can have a direct or indirect effect on services
The addition, modification, or removal of anything that can have a direct or indirect effect on services
What is the purpose of IT asset management?
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Plan and manage the full lifecycle of all IT assets
Move new or changed hardware, software, documentation, processes, or any other component to live environments
Ensure that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed
Restore normal operation as quickly as possible
Plan and manage the full lifecycle of all IT assets
Which of the following are examples where technology can support service management?
SELECT THE CORRECT ANSWER
Workflow management
Inventory system
Mobile platform
All of the above
All of the above
Which is NOT usually included as part of incident management?
SELECT THE CORRECT ANSWER
Scripts for collecting initial information about incidents
Formalized processes for logging incidents
Detailed procedures for the diagnosis of incidents
Specialized knowledge for complicated incidents
Detailed procedures for the diagnosis of incidents
Who authorizes the budget for service consumption?
SELECT THE CORRECT ANSWER
Customer
User
Sponsor
Service provider
Sponsor
Which of the following is NOT an example of service provision?
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Access to the resources for users
Fulfillment of the agreed service actions
Service actions performed by users
Supplying of goods
Service actions performed by users
What is service management?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that can have a direct or indirect effect on services
A set of specialized organizational capabilities for enabling value for customers in the form of services
An unplanned interruption to a service or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item (CI)
A set of specialized organizational capabilities for enabling value for customers in the form of services
Which practice is responsible for restoring normal service operation as quickly as possible?
SELECT THE CORRECT ANSWER
Change control
IT asset management
Incident management
Release management
Incident management
What is the definition of warranty?
SELECT THE CORRECT ANSWER
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
The assurance that a product or service will meet agreed requirements
How does service desk practice contribute to engage activity of a service value chain?
SELECT THE CORRECT ANSWER
The service desk is a channel for communicating with users about new and changed services
The service desk is the main channel for tactical and operational engagement with users
Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation
The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents
The service desk is the main channel for tactical and operational engagement with users
What is service value chain?
SELECT THE CORRECT ANSWER
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers
The means by which an organization is directed and controlled
Recommendations that can guide an organization in all circumstances
Sets of organizational resources designed for performing work or accomplishing an objective
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers