Misc Exam Questions 2

Question 1

Which skill is an essential part of the ‘service level management’ practice?

A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis

Answer 1

B. Listening

Question 2

What are the three phases of ‘problem management’?

A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change enablement
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution

Answer 2

C. Problem identification, problem control, error control

PI
PC
EC

Question 3

Which is a purpose of the ‘engage’ value chain activity?

A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization’s vision is understood

Answer 3

B. Providing transparency and good relationships

Question 4

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.

A. suppliers
B. CIs
C. customers
D. assets

Answer 4

B. CIs

Configuration Items

Question 5

What is described by the service value system?

A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. How to apply the systems approach of the guiding principle think and work holistically

Answer 5

A. How all the components and activities of the organization work together as a system to enable value creation

Question 6

What is defined as any component that needs to be managed in order to deliver an IT service?

A. A service request
B. A configuration item (CI)
C. An incident
D. An IT asset

Answer 6

B. A configuration item (CI)

Question 7

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

A. Progress iteratively with feedback
B. Focus on value
C. Think and work holistically
D. Keep it simple and practical

Answer 7

D. Keep it simple and practical

Question 8

Which two statements about the ‘service request management’ practice are CORRECT?

1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

Answer 8

1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests

WRONG:
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

Question 9

What is an IT asset?

A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. The removal of anything that could have a direct or indirect effect on services

Answer 9

A. Any financially valuable component that can contribute to delivery of an IT product or service

Question 10

Which dimension includes a WORKFLOW MANAGEMENT SYSTEM?

A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

Answer 10

C. Information and technology

Question 11

Which of these should be logged and managed as a problem?

A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service
C. Trend analysis shows a large number of similar incidents
D. ‘Continual improvement’ needs to prioritize an improvement opportunity

Answer 11

C. Trend analysis shows a large number of similar incidents

Question 12

Which guiding principle recommends coordinating all 4 dimensions of service management?

A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical

Answer 12

C. Think and work holistically

Question 13

How should the workflow for a new service request be designed?

A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request
C. Avoid workflows for simple service requests
D. Leverage existing workflows whenever possible

Answer 13

D. Leverage existing workflows whenever possible

[5.2.16] When new service requests need to be added to the service catalogue, existing workflow models should be leveraged whenever possible.

Question 14

The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.

A. measurement
B. tools
C. plans
D. process

Answer 14

A. measurement

Question 15

How should automation be implemented?

A. By replacing human intervention wherever possible
B. By replacing the existing tools first
C. By initially concentrating on the most complex tasks
D. By optimizing as much as possible first

Answer 15

D. By optimizing as much as possible first

Question 16

Which activity is part of the ‘continual improvement’ practice?

A. Identifying and logging opportunities
B. Delivering tactical and operational engagement with customers
C. Populating and maintaining the asset register
D. Providing a clear path for users to report issues, queries, and requests

Answer 16

A. Identifying and logging opportunities

Question 17

Which competencies are required by the ‘service level management’ practice?

A. Problem investigation and resolution
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Balanced scorecard reviews and maturity assessment

Answer 17

B. Business analysis and commercial management

Question 18

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A. Incident management
B. Problem management
C. Continual improvement
D. Service request management

Answer 18

C. Continual improvement

Question 19

Which statement about costs is CORRECT?

A. Costs imposed on the consumer are costs of service utility
B. Costs removed from the consumer are part of the value proposition
C. Costs imposed on the consumer are costs of service warranty
D. Costs removed from the consumer are part of service consumption

Answer 19

B. Costs removed from the consumer are part of the value proposition

Question 20

What is typically needed to assign complex incidents to support groups?

A. A self-help tool
B. The incident priority
C. A change schedule
D. The incident category

Answer 20

D. The incident category

Question 21

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A. As a change request
B. As a service request
C. As an event
D. As a problem

Answer 21

D. As a problem

Question 22

What should be done to determine the appropriate metrics for measuring a NEW service?

A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Asking customers open questions to establish their requirements
D. Using operational data to provide detailed service reports

Answer 22

D. Using operational data to provide detailed service reports

Question 23

Which dimension includes activities and workflows?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer 23

D. Value streams and processes

Question 24

What should be used to set user expectations for request fulfillment times?

A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier

Answer 24

C. The time needed to REALISTICALLY deliver the service

Question 25

Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote

Answer 25

B. Think and work holistically

Question 26

Which practice would help a user gain access to an application that they need to use? A. Service configuration management B. Change enablement C. Service request management D. Service level management

Answer 26

C. Service request management

Question 27

Why should some service requests be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfillment workflow D. To set user expectations for fulfillment times

Answer 27

C. To streamline the fulfillment workflow

Question 28

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results

Answer 28

A. It should always be used to support direct observation

Question 29

What is an incident? A. The planned removal of an item that might affect a service B. A result enabled by one or more outputs C. A possible future event that could cause harm D. A service interruption resolved by the use of self-help tools

Answer 29

D. A service interruption resolved by the use of self-help tools SOME incidents will be resolved by the users themselves, using self-help. Use of specific self-help records should be captured for use in measurement and improvement activities.

Question 30

Which dimension includes the knowledge needed for the management of services? A. Organizations and people B. Value streams and processes C. Information and technology D. Partners and suppliers

Answer 30

C. Information and technology

Question 31

What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A. Service offering B. Service provision C. Service management D. Service consumption

Answer 31

C. Service management

Question 32

What is the PRIMARY use of a change schedule? A. To support the 'incident management' practice and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes

Answer 32

C. To plan changes and help avoid conflicts

Question 33

Which guiding principle focuses on reducing costs and human errors? A. Focus and value B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically

Answer 33

C. Optimize and automate

Question 34

Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are

Answer 34

B. Focus on value

Question 35

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? A. Start where you are B. Collaborate and promote visibility C. Progress iteratively with feedback D. Think and work holistically

Answer 35

C. Progress iteratively with feedback

Question 36

What is important for a 'continual improvement register' (CIR)? A. Improvement ideas are documented, assessed and prioritized B. Improvement ideas from many sources are kept in a single CIR C. Improvement ideas that are not being actioned immediately are removed from the CIR D. Improvement ideas are tested, funded and agreed

Answer 36

A. Improvement ideas are documented, assessed and prioritized

Question 37

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

Answer 37

C. To set clear business-based targets for service levels

Question 38

Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to response to change requests C. The average resolution time for incidents D. The number of problems resolved

Answer 38

A. The number of passengers checked in (business related) B, C and D are operational measures. B. The average time to response to change requests C. The average resolution time for incidents D. The number of problems resolved

Question 39

What describes the steps needed to create and deliver a specific service to a consumer? A. Service management B. Practices C. A value stream D. Service level management

Answer 39

C. A value stream - a series of steps an organization undertakes to create and deliver products and services to consumers A. Service management - a set of specialized organizational capabilities for enabling value for customers in the form of services. B. Practices - The ITIL practices are sets of organisational resources designed for performing work or accomplishing an objective. D. Service level management - service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against those targets.

Question 40

Which statement about the automation of service requests is CORRECT? A. Service requests that cannot be automated should be handled as incidents B. Service requests and their fulfillment should be automated as much as possible C. Service requests that cannot be automated should be handled as problems D. Service requests and their fulfillment should be carried out by service desk staff without automation

Answer 40

B. Service requests and their fulfillment should be automated as much as possible