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Question 1:
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action
C. Meetings are always the best method of communication
D. It is stored in the configuration management system
Correct Answer: B
Question 2:
Which describes the `plan\’ value chain activity?
A. It ensures a shared understanding of the current status and vision for all products and services across the organization
B. It ensures that services are delivered and supported according to agreed specifications and stakeholders\’ expectations
C. It ensures that service components are available when and where they are needed, and meet agreed specifications
D. It ensures continual improvement of products, services, and practices across all value chain activities
Correct Answer: A
Question 3:
Which of the following is the BEST definition of a Risk?
A. Something that won\’t happen
B. Something that will happen
C. Something that has happened
D. Something that might happen
Correct Answer: D
Question 4:
Which service lifecycle stage provides the following values to the business?
A. Service transition
B. Service strategy
C. Service operation
D. Service design
Correct Answer: C
Question 5:
Which statement about the `service request management\’ practice is CORRECT?
A. Service requests are fulfilled using simple workflows
B. A new workflow is created for each type of request
C. Additional approval is sometimes needed for restoration of service
D. Financial authorization is sometimes required for service requests
Correct Answer: A
Question 6:
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident
Correct Answer: D
Question 7:
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
Correct Answer: D
Question 8:
Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do D. Co-ordinate
Correct Answer: D
Question 9:
Which of the following could BEST be described as “A decision support and planning tool that projects the likely consequences of a business action”?
A. A Problem model
B. A Service Improvement Plan (SIP)
C. A Request for Change (RFC)
D. A Business Case
Correct Answer: D
Question 10:
Which dimension of service management considers governance, management, and communication?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Correct Answer: A
Question 11:
What term is used to describe the functionality of a service?
A. Output
B. Outcome
C. Utility
D. Warranty
Correct Answer: A
Question 12:
Which statement about the service value chain is CORRECT?
A. The service value chain converts value into demand
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers
Correct Answer: B
Question 13:
What is a cause, or potential cause, of one or more incidents?
A. A configuration item
B. A workaround
C. An incident
D. A problem
Correct Answer: D
Question 14:
What is most likely to cause a loss of faith in the Service Level Management process?
A. Measurements that match the customer\’s perception of the service
B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
C. Inclusion of items in the SLA that cannot be effectively measured
D. Involving customers in drafting Service Level Requirements
Correct Answer: C
Question 15:
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 [?] are managed appropriately to support the seamless provision of quality products and services.
A. costs
B. users
C. value
D. performances
Correct Answer: D