Rem 3

Question 1

What is the end result of the service value system?

Activities
Value
Practices
Demand

Answer 1

Value

Question 2

Which of the following is NOT an activity within the service value chain?

Engage
Guiding principles
Delivery and Support
Obtain/Build

Answer 2

Guiding principles

Question 3

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

Improve
Deliver and support
Obtain/build
Design and transition

Answer 3

Obtain/build

Question 4

Your company is currently spending $2.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $2 million next year. In which step of the continual service model would the IT Director create this goal?

What is the vision
How do we get there
Where do we want to be
Where are we now

Answer 4

Where do we want to be

Question 5

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

Activities
Practices
Service value system
Service value chain

Answer 5

Service value system

Question 6

Which statement about the value chain activities is CORRECT?

Practices are considered a value chain activity
Continual improvement is considered a value chain activity
Service value chain activities receive and provide triggers for further actions to be taken
Activities within a service value chain operate independently from each other

Answer 6

Service value chain activities receive and provide triggers for further actions to be taken

Question 7

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer’s request for assistance?

Obtain/build
Improve
Design and transition
Deliver and support

Answer 7

Deliver and support

Question 8

Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?

Where do we want to be
Take action
Where are we now
How do we get there

Answer 8

How do we get there

Question 9

What is the step after ‘how do we keep the momentum going’ in the continual improvement model?

Did we get there
How do we get there
What is the vision
Where are we now

Answer 9

What is the vision

Question 10

Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?

Standard
Normal
Emergency
All three of these

Answer 10

Normal

Question 11

Which statement about a change authority is CORRECT?

A single change authority should be assigned to authorize all types of change and change models
Normal changes are pre-authorized and do not need a change authority
A change authority should be assigned for each type of change and change model
Emergency changes can be implemented without authorization from a change authority

Answer 11

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

Question 12

A standard change has been initiated to create an email account for a new user. Who should authorize this change?

The user’s manager should authorize the change
The change authority must authorize all changes
The user can authorize it themself
Standard changes are already pre-authorized

Answer 12

Standard changes are already pre-authorized

Question 13

What is the best description of an emergency change?

A change that doesn’t need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that must be implemented as soon as possible because it is required to resolve an incident or security issue
A change that is assessed, authorized, and scheduled as part of “continual improvement”

Answer 13

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue

Question 14

Which practice would include a formalized process for logging unplanned reduction in the quality of a service?

Change management
Incident management
Problem management
Service level management

Answer 14

Incident management

Question 15

Who can report an incident?

Service desk analyst
End user
System administrator
Anyone

Answer 15

Anyone

Question 16

You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?

Plan
Improve
Engage
Obtain/build

Answer 16

Obtain/build

Question 17

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won’t arrive for a few days. What would you classify this as?

Incident
Known error
Problem
Event

Answer 17

Known error

Question 18

Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.

Increased
Reduced
Eliminated
Automated

Answer 18

Automated

Question 19

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

It ensures that users continue to be productive when they need assistance from the service provider
It collects user-specific requirements, sets expectations, and provides status updates
It analyzes data to identify opportunities to provide new service request options
By acquiring pre-approved service components

Answer 19

It ensures that users continue to be productive when they need assistance from the service provider

Question 20

Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on?

Take action
Where are we now
How do we get there
Where do we want to be

Answer 20

Take action

Question 21

Your company’s web server is currently experiencing a denial of service attack which is preventing external users from accessing the company’s e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall’s access control list. Normally, any changes to the firewall’s access control list must be approved through change management first. Which type of change should be initiated by the information security team?

Standard
Normal
Emergency
Critical

Answer 21

Emergency

Question 22

What is a standard change?

A change that is assessed, authorized, and scheduled as part of “continual improvement”
A change that is routine in nature, is fully documented, and the risks are well understood
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn’t need risk assessment because it is required to resolve an incident

Answer 22

A change that is routine in nature, is fully documented, and the risks are well understood

Question 23

You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?

Standard
Normal
Emergency
Routine

Answer 23

Normal

Question 24

What should NOT be included in incident management?

A formal process for logging and managing incidents
Detailed procedures on how to diagnose, investigate, and resolve incidents
Techniques for making investigation and diagnosis more efficient
Scripts for the collection of information during initial contact with a user

Answer 24

Detailed procedures on how to diagnose, investigate, and resolve incidents

Question 25

Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?

Problem management
Service level management
Change management
Incident management

Answer 25

Incident management

Question 26

Each time users attempt to log on to the domain using their username and password, they receive an error that ‘the authentication server is not responding’. This is happening to multiple users across the network. How would you categorize this issue?

Incident
Workaround
Problem
Event

Answer 26

Problem

Question 27

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won’t arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?

Incident
Workaround
Problem
Event

Answer 27

Workaround

Question 28

How does “service request management” contribute to “design and transition” activity?

By collecting user-specific request requirements
By acquiring pre-approved service components
It analyzes data to identify opportunities to provide new service request options
By initiating standard changes to fulfill service requests

Answer 28

By initiating standard changes to fulfill service requests

Question 29

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

Provide trend, quality, and feedback information about requests
Initiate and fulfill standard changes
Communicate with consumers to understand their requirements
Fulfill the consumer’s service requests through acquisition of service components

Answer 29

Provide trend, quality, and feedback information about requests

Question 30

What does a centralized service desk require?

Local service desk analysts
Complex automation
24x7 support
Remote access tools

Answer 30

Remote access tools