Sample Exam 2

What is the effect of increased automation on the 'service desk' practice?

• Greater ability to focus on customer experience when personal contact is needed

• Decrease in self-service incident logging and resolution

• Increased ability to focus on fixing technology instead of supporting people

• Elimination of the need to escalate incidents to support teams

Which term describes the functionality offered by a service?

• Cost

• Utility

• Warranty

• Risk

Which is the purpose of the 'monitoring and event management' practice?

• To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

• To systematically observe services and service components, and record and report selected changes of state

• To protect the information needed by the organization to conduct its business

• To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

What should all 'continual improvement' decisions be based on?

• Details of how services are measured

• Accurate and carefully analyzed data

• An up-to-date balanced scorecard

• A recent maturity assessment

How do all value chain activities transform inputs to outputs?

• By determining service demand

• By using a combination of practices

• By using a single functional team

• By implementing process automation

By implementing process automation

1. It captures information that metrics can be based on

2. It ensures the organization meets defined service levels

3. It defines the workflows for service requests

4. It supports progress discussions

• 1 and 2

• 2 and 3

• 3 and 4

• 1 and 4

What is the starting point for optimization?

• Securing stakeholder engagement

• Understanding the vision and objectives of the organization

• Determining where the most positive impact would be

• Standardizing practices and services

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

• ‘focus on value’ guiding principle

• four dimensions of service management

• service value system

• ‘service request management’ practice

Which practice provides support for managing feedback, compliments and complaints from users?

• Change enablement

• Service request management

• Problem management

• Incident management

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

• Service provision

• Service consumption

• Service offering

• Service relationship management