Module 5: Service Management Practices

Question 1

The purpose of _________ _____ _____________ practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 1

Service Level Management

Question 2

The skills and competencies for a service level management include:
(hint 4 things)

Answer 2

1. Relationship Mgmt
2. Business Liason
3. Business analysis
4. Commercial/Supplier Mgmt

Question 3

A service level ____________ is a tool to measure the performance of service from a *customer’s point of view. This is a document between the provider and customer that identifies both services required and expected level of service. Should be simply written and easy to understand for all parties.

Answer 3

agreement

Question 4

The purpose of the ________ _____ is to capture deman for incident resolution and service requests, it is the entry point and single point of contact for the service provider with all of its USERS.

Answer 4

Service Desk

Question 5

_________ _____ agents may not need to be highly technical but should provide excellent customer service skills, have effective communication, incident analysis & prioritization, empathy, emotional intelligence, and understand business ________.

Answer 5

service desk; priority

Question 6

A ________ service desk allows agents to work from multiple, geographically-dispersed locations.

Answer 6

virtual

Question 7

Email, live chats/chatbots, phone calls, walk-in’s are all types of service desk __________.

Answer 7

channels

Question 8

The purpose of _________ ____________ is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 8

incident management

Question 9

An __________ is an unplanned interruption to a service or reduction in the quality of a service.

Answer 9

incident

Question 10

Incidents should be ________ in a register and categorized. They should be managed to meet agreed target _____________ times and should be prioritized.

Answer 10

logged; resolution

Question 11

A major incident is the highest OR lowest category of impact for an incident? It results in significant ____________ to business and investigation requires representatives from many stakeholder groups. Ex. could be a disaster situation and may be managed by separate escalation procedures such as disaster recovery.

Answer 11

highest; disruption

Question 12

In incident management some organizations use a technique called _________ to help manage incidents, involving many different stakeholders working together initially until it’s clear which are needed to resolve the issue.

Answer 12

swarming

Question 13

Organizations should design their __________ __________ practice appropriately for different types of incidents, such as:
Incidents based on various impacts
Major incidents
or Information Security incidents

Answer 13

incident management

Question 14

When an organization ____________ incidents it should be based on agreed classifications and ensure incidents with highest business impact are resolved first.

Answer 14

prioritize

Question 15

A ________ _____ should be used to log and manage incidents that link to configuration items, changes, problems, known errors, etc.

Answer 15

robust tool

Question 16

__________ ___________ management is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user friendly mannger. This could new laptop, access, software, and typically has an established workflow.

Answer 16

Service Request Mgmt.

Question 17

A service request is a request from a _____ or their authorized representative that initiates a service action which has been agreed as a normal part of a service delivery.

Answer 17

*User

Question 18

The following are types of _________ __________:
1. Request for service delivery action
2. Request for information
3. Request for provision of a resource or service.
4. Request access to a resource or service
5. Feedback, compliments, and complaints.

Answer 18

Service Request

Question 19

________ _________ should be managed through well designed processes and _____________ through tracking and automation tools; should have an established workflow and leverage existing workflow models whenever possible to improve efficiency and maintainability.

Answer 19

Service Requests; procedures

Question 20

The ____________ of user regarding fulfilment times should clearly set using the time that the customer indicates for service delivery.

Answer 20

expectations

Question 21

The _________ & ______ ______________ practices purpose is to systematically observe services and service components, and record and report selected changes of state (events).

Answer 21

Monitoring & Event Management

Question 22

An _______ is any change of state that has significance for the management of a service or other confirmation item (CI).

Answer 22

event

Question 23

The __________ ______________ practices purpose is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

Answer 23

Problem Management

Question 24

The skills and competencies for problem management include (hint 3 things):

Answer 24

1. Understanding complex systems
2. Creative
3. Analysis (looking for trends or trend analysis)

Question 25

A __________ is a cause, or potential cause, of one or more prior, current, or future incidents.

Answer 25

problem

Question 26

A _______ _______ is a problem that has been analyzed but as not yet been resolved.

Answer 26

known error

Question 27

A _________ is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

Answer 27

workaround

Question 28

What are the 3 phases of problem management practice?

Answer 28

1. Problem Identification (analysis)
2. Problem Control (prioritize and manage based on risk, document workarounds)
3. Error Control (identify solutions, improve workarounds)

Question 29

The purpose of the _______ ______________ practice is to maximize the number of service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Answer 29

Change Enablement AKA Change Management

Question 30

A _______ is the addition, modification, or removal or anything that could have a direct or indirect effect on services.

Answer 30

change

Question 31

A person or group responsible for authorizing change is known as the change __________.

Answer 31

Authority

Question 32

Three types of Change:

Answer 32

1. Normal
2. Emergency
3. Standard

Question 33

A ________ change is low risk, low impact, low cost, frequent, and pre-authorized. Can be managed as a service request.
a. Standard
b. Emergency
c. Normal

Answer 33

Standard

Question 34

A __________ change must be introduced ASAP, is reviewed by a change authority, and has expedited review. Typically a retrospective is done.
a. Standard
b. Emergency
c. Normal

Answer 34

Emergency

Question 35

A ________ change must be reviewed by a change authority, and the change schedule can help manage, they are usually high cost and high risk.

Answer 35

Normal

Question 36

The IT _______ _______________ practice includes the acquisition, operation, care, and disposal of assets, particularly critical infrastructure. Consider this inventory management.

Answer 36

asset management

Question 37

An IT asset is any ____________ component that can contribute to the delivery of an IT product or service.

Answer 37

valuable

Question 38

The purpose of the _________ ______________ management practice is to ensure the accurate and reliable information about the configuration of services, and the CI’s that support them, is available when and where it is needed. This includes the information on how CI’s are configured and the _____________ between them.

Answer 38

Service Configuration; relationships

Question 39

Any component that needs to be managed in order to deliver an IT service is known as a ______________ item.

Answer 39

Configuration item

Question 40

A configuration management _______ (like CMDB) is a set of tools, data, and information that is used to support service configuration management.

Answer 40

system

Question 41

The purpose of the ________ _______________ practice is to make new and changed services and features available for use.

Answer 41

Release Management

Question 42

A __________ is a version of a service or other configuration item, or a collection of configuration items, that is made available for use.

Answer 42

Release

Question 43

The _______________ management practice’s purpose is to move new or changed hardware, __________, documentation, processes, or any other components to live environments.

Answer 43

Deployment; software

Question 44

Which practice includes the classification and ownership of queries and requests from users?
a. Service Desk
b. Incident Management
c. Change Control
d. Service Level Management

Answer 44

a. Service Desk

Question 45

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

Answer 45

c. Service Level Management

Question 46

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

Answer 46

a. it helps direct the incident to the correct support area

Question 47

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.

Answer 47

b. It may provide automated matching of incidents to problems or known errors

Question 48

Which role submits the 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

Answer 48

a. the user or their authorized representative

Question 49

Which practice provides a single point of contact for users?
a. Incident Management
b. Change Control
c. Service Desk
d. Service Request Management

Answer 49

c. Service Desk

Question 50

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.

Answer 50

b. A request from a user for something which is a normal part of service delivery

Question 51

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.

Answer 51

c. Detailed procedures for the diagnosis of incidents

Question 52

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 no not need a change authority
d. Emergency changes can be implemented without authorization from a change authority.

Answer 52

b. A change authority should be assigned for each type of change and change model

Question 53

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

Answer 53

c. Release management

Question 54

Which as purpose of the “service desk” practice?
a. to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents.
b. To maximize the number of successful IT changes by ensuring risks are properly assessed
c. To capture demand for incident resolution and service requests
d. to set clear business-based targets for service performance

Answer 54

c. To capture demand for incident resolution and service requests

Question 55

Which is a recommendation of the “Service Desk” practice?
a. Service Desks should avoid the use of automation
b. Service desks should be highly technical
c. Service desks should understand the wider organization
d. Service desks should be a physical team in a single fixed location.

Answer 55

c. Service desks should understand the wider organization

Question 56

What is a standard change?
a. A change that is well understood, fully documented and pre-authorized
b. A change that needs to be assessed, authorized, and scheduled by a change authority
c. a change that doesn’t need a risk assessment because it is required to resolve an incident.
d. a change this is assess, authorized, and scheduled as part of “continual improvement”

Answer 56

a. A change that is well understood, fully documented and pre-authorized

Question 57

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
a. a change request is submitted to change control
b. problem management restores the service as soon as possible
c. the problem remains in the known error status
d. the problem record is deleted

Answer 57

c. the problem remains in the known error status

Question 58

What is the definition of a change?
a. to add, modify, or remove anything that could have a direct or indirect effect on services
b. to ensure that accurate and reliable information about the configuration of services is available
c. to make new and changed services and features available for use
to move new or changed hardware, software, or any other component to live environments

Answer 58

a. to add, modify, or remove anything that could have a direct or indirect effect on services

Question 59

What is the definition of an event?
a. any change of state that has significance for the management of service or other configuration item
b. any component that needs to be managed in order to deliver an IT Service
c. An unplanned interruption to a service or reduction in the quality of a service.
any financially valuable component that can contribute to the delivery of an IT product or service.

Answer 59

a. any change of state that has significance for the management of service or other configuration item

Question 60

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 Enablement

a. 1 & 2
b. 2 & 3
c. 3 & 4
d. 1 & 4

Answer 60

d. 1 & 4
Continual improvement and Change Enablement

Question 61

Which practice is responsible for moving components to live environments?
a. Change Enablement
b. Release Management
c. IT asset management
d. Deployment management

Answer 61

d. Deployment management

Question 62

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

Answer 62

c. to plan changes and help avoid conflicts