2024-25-2S-PROF4-MQ1

1. In a company where RICHENE, ORTEGA, and CHARITY work, what is the main objective of IT Service Management (ITSM)?

• A) To reduce IT costs

• B) To align IT services with the needs of the business

• C) To implement the latest technology

• D) To eliminate human intervention in IT services

2. In a recent IT service management meeting, BUENAVENTURA, FRANCINE, and FAYE discussed various frameworks to improve their organization's ITSM practices. They wanted to know which framework is most commonly used in ITSM.

• A) COBIT

• B) ITIL

• C) ISO 27001

• D) PRINCE2

3. In ITIL, what is a “service”? Imagine BARBECHU and MESIAS are discussing how their IT department provides support to their company. They wonder what exactly qualifies as a service in this context.

• A) A deliverable provided by IT teams

• B) A means of delivering value to customers without ownership of specific costs and risks

• C) A software application used in IT operations

• D) A product sold to external customers

4. In a project where RECAÑA, TORETA, and LEMON are working together, what does the RACI matrix represent?

• A) Roles and Responsibilities

• B) IT service performance metrics

• C) Cost analysis in IT projects

• D) Change management steps

5. In a tech startup, DOREN and PUNDAVELA are discussing the importance of the Service Level Agreement (SLA) with their IT service provider. What is the primary purpose of the SLA?

• A) To define how IT teams are structured

• B) To establish performance metrics for IT services

• C) To outline penalties for non-compliance

• D) To record technical specifications

6. In a recent project, CARL and RICHENE were tasked with designing IT services for a new application. Which phase in the ITIL lifecycle focuses on designing IT services?

• A) Service Strategy

• B) Service Design

• C) Service Transition

• D) Service Operation

7. During a busy day at the IT department, DUMABOC receives a call about a sudden outage affecting the email service. Which ITSM process manages unplanned interruptions in IT services?

• A) Problem Management

• B) Incident Management

• C) Change Management

• D) Configuration Management

8. During a recent project, SUN faced multiple issues with the software application. While BARON quickly resolved each issue as it arose, JOY took a step back to analyze the root causes of these recurring problems. What is the key difference between Incident Management and Problem Management in this scenario?

• A) Problem Management focuses on quick fixes; Incident Management focuses on root causes.

• B) Incident Management deals with individual incidents; Problem Management identifies and resolves underlying causes.

• C) Problem Management is reactive; Incident Management is proactive.

• D) They are the same.

9. In a tech company, JOY is responsible for overseeing the implementation of new software updates. What is the purpose of Change Management in this context?

• A) To troubleshoot incidents

• B) To evaluate and manage changes to IT services

• C) To implement security measures

• D) To identify root causes of issues

10. In a tech company, ACLA is responsible for ensuring that all IT systems are updated proactively. Which type of maintenance is ACLA focusing on?

• A) Preventive Maintenance

• B) Corrective Maintenance

• C) Reactive Maintenance

• D) Emergency Maintenance