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Question 26

What is required by all service desk staff?

A: Excellent technical knowledge
B: Root cause analysis skills
C: Demonstration of emotional intelligence
D: Knowledge of telephony technology

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Question 27

Which practice establishes a channel between the service provider and its users?

A: Relationship management
B: Change enablement
C: Supplier management
D: Service desk

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Question 28

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A: Service desk
B: Monitoring and event management
C: Service level management
D: Continual improvement

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Question 29

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A: Relationship management
B: Change enablement
C: Release management
D: Monitoring and event management

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Question 30

Which practice provides users with a way to get various requests arranged, explained and coordinated?

A: Service level management
B: Relationship management
C: Continual improvement
D: Service desk

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Question 31

Which helps to streamline the fulfilment of service requests?

A: Understanding which service requests can be accomplished with limited approvals
B: Creating new workflows for every service request
C: Separating requests relating to service failures from the degradation of services
D: Eliminating service requests which have complex workflows

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Question 32

Which statement about outcomes is CORRECT?

A: They are deliverables provided to service consumers
B: They allow service consumers to achieve a desired result
C: They provide products to service providers based on outputs
D: They co-create value for service providers by reducing costs and risks

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Question 33

Which guiding principle says that services and processes should NOT provide a solution for every exception?

A: Keep it simple and practical
B: Collaborate and promote visibility
C: Think and work holistically
D: Optimize and automate

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Question 34

Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A: measured
B: rewarded
C: managed
D: defined

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Question 35

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A: Executing improvement actions
B: Performing baseline assessments
C: Defining the improvement plan
D: Understanding the business mission

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Question 36

Identify the missing words in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

A: relationships with suppliers
B: configuration of services
C: skills of people
D: authorization of changes

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Question 37

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A: Incident management
B: Monitoring and event management
C: Service level management
D: IT asset management

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Question 38

When should a workaround be created?

A: As soon as possible, once the incident is logged
B: After the resolution of a problem
C: When a problem cannot be resolved quickly
D: When a potential permanent solution has been identified

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Question 39

What is a configuration item?

A: Any financially valuable component that can contribute to the delivery of an IT product or service
B: Any change of state that has significance for the management of a service
C: Any component that needs to be managed in order to deliver an IT service
D: A problem that has been analyzed but has not been resolved

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Question 40

Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A: existing information
B: new methods
C: additional measurements
D: revised processes

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Question 41

Which is a use of the change schedule?

A: Assigning resources to changes
B: Deciding the approval authority for changes
C: Automating the change process
D: Creating change models

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Question 42

Which dimension of service management considers the workflows and controls needed to deliver services?

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

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Question 43

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

A: Focus on value
B: Start where you are
C: Think and work holistically
D: Optimize and automate

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Question 44

Which statement about the 'incident management' practice is CORRECT?

A: It identifies the cause of major incidents
B: It authorizes changes to resolve incidents
C: It maintains detailed procedures for diagnosing incidents
D: It resolves the highest impact incidents first

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Question 45

How should an organization prioritize incidents?

A: Ask the user for their preferred resolution timeframe
B: Assess the availability of the appropriate support team
C: Use an agreed classification which is based on the business impact of the incident
D: Create an order of incidents based on the dates and times when they were logged

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Question 46

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

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Question 47

Which is a purpose of the 'relationship management' practice?

A: To systematically observe services and service components
B: To protect the information needed by the organization to conduct its business
C: To be the entry point and single point of contact for the service provider with all of its users
D: To identify, analyze, monitor, and continually improve links with stakeholders

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Question 48

Which statement about problems is CORRECT?

A: Problems are not related to incidents
B: Problems must be resolved quickly in order to restore normal business activity
C: Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
D: Problem prioritization involves risk assessment