Exam 1 practice Flashcards
(40 cards)
Which practice is responsible for moving components to live environments?
A. Change enablement
B. Release management
C. IT asset management
D. Deployment management
Deployment management
The purpose of the deployment management
practice is to move new or changed hardware, software,
documentation, processes, or any other component to live
environments.
Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
B. Incident management
C. Change enablement
D. Service level management
Service desk
Service desks provide a clear path for users to
report issues, queries, and requests, and have them
acknowledged, classified, owned, and actioned
Which practice identifies metrics that reflect the customer’s experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
Service level management
Service level management identifies metrics
and measures that are a truthful reflection of the
customer’s actual experience and level of satisfaction with
the whole service,” and “Engagement is needed to
understand and confirm the actual ongoing needs and
requirements of customers, not simply what is interpreted
by the service provider or has been agreed several years
before.
What is the PRIMARY use of a change schedule?
A. To support ‘incident management’ and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
To plan changes and help avoid conflicts
The change schedule is used to help plan
changes, assist in communication, avoid conflicts, and
assign resources.
Which service management dimension is focused on activities and how these are
coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Value streams and processes
The ‘value streams and processes’ dimension
“focuses on what activities the organization undertakes
and how they are organized, as well as how the
organization ensures that it is enabling value creation for
all stakeholders efficiently and effectively.
How does categorization of incidents assist the ‘incident management’ practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived
It helps direct the incident to the correct support area
More complex incidents will usually be
escalated to a support team for resolution. Typically, the
routing is based on the incident category, which should
help to identify the correct team.
Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to
achieve.
A. the warranty
B. outcomes
C. the utility
D. outputs
Outcomes
A service is “a means of enabling value cocreation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific
costs and risks”.
Which is a recommendation of the ‘continual improvement’ practice?
A. There should at least be a small team dedicated to leading ‘continual improvement’
efforts
B. All improvements should be managed as multi-phase projects
C. ‘Continual improvement’ should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives
There should at least be a small team dedicated to leading ‘continual improvement’
efforts
Although everyone should contribute in some
way, there should at least be a small team dedicated fulltime to leading continual improvement efforts and
advocating the practice across the organization.
Which is a potential benefit of using an IT service management tool to support the ‘incident
management’ practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service provider
D. It may provide automated resolution and closure of complex incidents
It may provide automated matching of incidents to problems or known errors
Modern IT service management tools can
provide automated matching of incidents to other
incidents, problems or known errors.
Which role submits service requests?
A. The user, or their authorized representative
B. The customer, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their authorized representative
The user, or their authorized representative
The purpose of the service request
management practice is to support the agreed quality of a
service by handling all pre-defined, user-initiated service
requests…” and a service request is defined as “a request
from a user or a user’s authorized representative that
initiates a service action.
Which practice provides a single point of contact for users?
A. Incident management
B. Change enablement
C. Service desk
D. Service request management
Service desk
The purpose of the service desk practice is to
capture demand for incident resolution and service
requests. It should also be the entry point and single point
of contact for the service provider with all of its users.
Which guiding principle recommends that the four dimensions of service management are
considered?
A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. Keep it simple and practical
Think and work holistically
The ‘think and work holistically’ guiding
principle advises that all aspects of an organization are
considered when providing value in the form of services.
This includes all four dimensions of service management
(organizations and people; information and technology;
partners and suppliers; value streams and processes).
“Services are delivered to internal and external service
consumers through the coordination and integration of
the four dimensions of service management.
Which would be supported by the ‘service request management’ practice?
A. A request to authorize a change that could have an effect on a service
B. A request from a user for something which is a normal part of service delivery
C. A request to restore service after a service interruption
D. A request to investigate the cause of multiple related incidents
A request from a user for something which is a normal part of service delivery
A service request is “a request from a user or a
user’s authorized representative that initiates a service
action which has been agreed as a normal part of service
delivery.
Which practice is the responsibility of everyone in the organization?
A. Service level management
B. Change enablement
C. Problem management
D. Continual improvement
Problem management
Continual improvement is everyone’s
responsibility” and “The commitment to and practice of
continual improvement must be embedded into every
fibre of the organization.
Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s
information.
A. store
B. provide
C. audit
D. protect
Protect
The purpose of the information security
management practice is to protect the information needed
by the organization to conduct its business. This includes
understanding and managing risks to the confidentiality,
integrity and availability of information, as well as other
aspects of information security such as authentication
(ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they
took an action).
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Progress iteratively with feedback
Start where you are
The ‘start where you are’ guiding principle
recommends that “Services and methods already in place
should be measured and/or observed directly to properly
understand their current state and what can be reused
from them… Getting data from the source helps to avoid
assumptions which, if proven to be unfounded, can be
disastrous to timelines, budgets and the quality of
results.
Which is NOT usually included as part of incident management?
A. Scripts for collecting initial information about incidents
B. Formalized procedures for logging incidents
C. Detailed procedures for the diagnosis of incidents
D. The use of specialized knowledge for complicated incidents
Detailed procedures for the diagnosis of incidents
This process does NOT usually include detailed
procedures for how to diagnose, investigate, and resolve incidents.
Which describes the nature of the guiding principles?
A. Guiding principles can guide an organization in all circumstances
B. Each guiding principle mandates specific actions and decisions
C. An organization will select and adopt only one of the seven guiding principles
D. Guiding principles describe the processes that all organizations must adopt
Guiding principles can guide an organization in all circumstances
A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.
Which statement about a change authority is CORRECT?
A. A single change authority should be assigned to authorize all types of change and change
models
B. A change authority should be assigned for each type of change and change model
C. Normal changes are pre-authorized and do not need a change authority
D. Emergency changes can be implemented without authorization from a change authority
A change authority should be assigned for each type of change and change model
It is essential that the correct change authority
is assigned to each type of change to ensure that change
enablement is both efficient and effective.” For normal
changes, “change models based on the type of change
determine the roles for assessment and authorization.
Which practice has the purpose of making new and changed services and features available
for use?
A. Change enablement
B. Service request management
C. Release management
D. Deployment management
Deployment management
The purpose of the release management practice is to make new and changed services and features available for use.
Which value chain activity ensures people understand the organization’s vision?
A. Improve
B. Plan
C. Deliver and support
D. Obtain/build
B. Plan
The purpose of the ‘plan’ value chain activity is
“to ensure a shared understanding of the vision, current
status, and improvement direction for all four dimensions
and all products and services across the organization.
Which statement about the value chain activities is CORRECT?
A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific inputs
into outputs
D Each value chain activity contributes to the value chain by transforming specific inputs
into outputs
These activities represent the steps an
organization takes in the creation of value. Each activity
transforms inputs into outputs. These inputs can be
demand from outside the value chain or outputs of other
activities. All the activities are interconnected, with each
activity receiving and providing triggers for further
action.
What is the purpose of the ‘supplier management’ practice?
A. To ensure that the organization‘s suppliers and their performance are managed
appropriately to support the seamless provision of quality products and services
B. To align the organization’s practices and services with changing business needs through
the ongoing identification and improvement of services
C. To ensure that the organization’s suppliers and their performance are managed
appropriately at strategic and tactical levels through coordinated marketing, selling, and
delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers’
services is available when and where it is needed
A. To ensure that the organization‘s suppliers and their performance are managed
The purpose of the supplier management
practice is to ensure that the organization’s suppliers and
their performance are managed appropriately to support
the seamless provision of quality products and services
What are the two types of cost that a service consumer should evaluate?
A. The price of the service, and the cost of creating the service
B. The costs removed by the service, and the costs imposed by the service
C. The cost of provisioning the service, and the cost of improving the service
D. The cost of software, and the cost of hardware
B. The costs removed by the service, and the costs imposed by the service
. From the service consumer’s perspective, there
are two types of costs involved in service relationships:
1. Costs removed from the service consumer by the service
(a part of the value proposition). This may include costs of
staff, technology, and other resources which are not
needed by the consumer.
