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WorksheetsAEIC 325 - Final Exam
Total questions: 51
Worksheet time: 1hrs 20mins
Name
Class
Date
1.
Service Requests are the same as Fulfillment Requests.
a)
True
b)
False
2.
ITSM includes includes all the processes and activities to design, create, deliver, and support IT services.
a)
True
b)
False
3.
In Conversational Ticketing, customer support happens in real time.
a)
True
b)
False
4.
One of the challenges of Conversational Ticketing is keeping track of a fast-moving feed of requests.
a)
True
b)
False
5.
Service Requests are the same as Request Fulfillments.
a)
True
b)
False
6.
A service desk was an add-on to existing IT activities, whereas the help desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.”
a)
True
b)
False
7.
Microsoft teams is an example of a standard ticketing application that allows support through email.
a)
True
b)
False
8.
Problem management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
a)
True
b)
False
9.
The problem manager may also delegate subtasks to other team members as they see fit.
a)
True
b)
False
10.
Knowledge that cannot be communicated and shared with others is nearly useless.
a)
True
b)
False
11.
E-mails, voice mails, digital pictures, brochures, and postings belong to semi-structured knowledge.
a)
True
b)
False
12.
Knowledge management increases the ability of the organization to learn from its environment.
a)
True
b)
False
13.
Knowledge residing in the minds of employees that has not been documented is called explicit knowledge
a)
True
b)
False
14.
Knowledge that has been documented is called tacit knowledge.
a)
True
b)
False
15.
When problem management is siloed and separate, problems are lessen within an organization.
a)
True
b)
False
16.
It's best to get the problem management system in the front lines of the customer service.
a)
True
b)
False
17.
Business Continuity plans usually incorporate Disaster Recovery plans.
a)
True
b)
False
18.
Disaster Recovery plans do not incorporate Business Continuity plans.
a)
True
b)
False
19.
Response programs have the primary objective of preserving life safety and ensuring that personnel are protected from undue risk or harm.
a)
True
b)
False
20.
Adverse Events refer to instances that may impact business operations and even jeopardize lives.
a)
True
b)
False
21.
The most relevant corner of the Information Security Triad is Confidentiality when it comes to disasters.
a)
True
b)
False
22.
Response Programs are pre-approved programs that direct the resumption of business operations following a disaster.
a)
True
b)
False
23.
A Business Continuity Plan (BCP) is concerned with the recovery of data.
a)
True
b)
False
24.
A Disaster Recovery Plan (DRP) is concerned with the recovery of people, processes, and property.
a)
True
b)
False
25.
This level of support, usually in a form of help desks, are the front liners in customer service. They directly interact with customers to aid their requests and queries usually in a wireless telecommunication medium. Which level of support is described by the previous statements?
a)
Level Zero Support
b)
Level One Support
c)
Level Two Support
d)
Level Three Support
e)
Level Four Support
26.
Shift left means moving request fulfillment as close to the front line. This level of support, usually in a form of a service desk, is the best possible group to be able to train with commonly reoccurring lower priority issues, in order to aim for quicker request/incident resolution. Which level of support is described by the previous statements?
a)
Level Zero Support
b)
Level One Support
c)
Level Two Support
d)
Level Three Support
e)
Level Four Support
27.
This level of support, usually in a form of application specialists, plays the largest role in understanding business operations and technical application. Which level of support is described by the previous statement?
a)
Level Zero Support
b)
Level One Support
c)
Level Two Support
d)
Level Three Support
e)
Level Four Support
28.
This level of support is usually the final line of defense within the service management industry. They are usually in charged with feature upgrade developments and implementations. Which level of support is described by the previous statement?
a)
Level Zero Support
b)
Level One Support
c)
Level Two Support
d)
Level Three Support
e)
Level Four Support
29.
Which is NOT a benefit of Conversational Ticketing?
a)
It allows meet ups with stakeholders.
b)
It humanizes support.
c)
It speeds up time to resolution.
d)
It merges the best of automation and human support.
e)
It saves the business money.
30.
Which is NOT a part of the Service Request Management Best Practices?
a)
Perform a root cause analysis of the issue.
b)
Begin with the easiest to fulfill request.
c)
Do not overload the customer with plenty of queries.
d)
Automate processes when possible.
e)
Identify items to include in knowledge bases
31.
The problem manager coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together. Which among the following scenarios describes this role?
a)
Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.
b)
Ms. Condemina initited a code change after detecting a bug on the recent version of the software.
c)
Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.
d)
Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.
e)
Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.
32.
The technical lead is the individual familiar with the impacted service experiencing a problem or incident. Which among the following scenarios describes this role?
a)
Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.
b)
Ms. Condemina initited a code change after detecting a bug on the recent version of the software.
c)
Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.
d)
Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.
e)
Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.
33.
The service owner is responsible for defining ongoing operations and health of the service. Which among the following scenarios describes this role?
a)
Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.
b)
Ms. Condemina initited a code change after detecting a bug on the recent version of the software.
c)
Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.
d)
Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.
e)
Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.
34.
The process owner is responsible for the overall health and success of the team’s problem management process. Which among the following scenarios describes this role?
a)
Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.
b)
Ms. Condemina initited a code change after detecting a bug on the recent version of the software.
c)
Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.
d)
Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.
e)
Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.
35.
Stakeholders can be whoever needs high-level info on the problem but isn’t directly involved in the problem management process. Which among the following scenarios describes this role?
a)
Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.
b)
Ms. Condemina initited a code change after detecting a bug on the recent version of the software.
c)
Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.
d)
Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.
e)
Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.
36.
Which of the following is NOT a benefit of Problem Management?
a)
Creates fast workarounds to system issues
b)
Increase customer satisfaction
c)
Promote continuous service improvement
d)
Empower your team to find and learn from underlying causes
e)
Decrease time to resolution
37.
Plan Design and Development is the domain that proceeds to construct, detail, and document the business continuity and disaster recovery plans. Which scenario is under this domain?
a)
Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.
b)
Facilities are stabilized and secured and then a more detailed damage assessment is conducted.
c)
After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.
d)
Organizational training are being imposed through drills, simulations, and exercises.
e)
Members of the Business Continuity (BC) Steering Committee are being created and intitiated.
38.
Restoration is the domain that returns the organization to the primary site and data center gets back to normal operational status. Which scenario is under this domain?
a)
Facilities are stabilized and secured and then a more detailed damage assessment is conducted.
b)
Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.
c)
After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.
d)
Organizational training are being imposed through drills, simulations, and exercises.
e)
Members of the Business Continuity (BC) Steering Committee are being created and intitiated.
39.
Business Impact Analysis (BIA) is the domain that evaluates all business functions against a common criterion to assess potential impacts to the business by an interruption by any cause. Which scenario is under this domain?
a)
After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.
b)
Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.
c)
Facilities are stabilized and secured and then a more detailed damage assessment is conducted.
d)
Organizational training are being imposed through drills, simulations, and exercises.
e)
Members of the Business Continuity (BC) Steering Committee are being created and intitiated.
40.
Implementation is the domain where personnel are being introduced with roles and responsibilities and plans are being corrected through its elements. Which scenario is under this domain?
a)
Organizational training are being imposed through drills, simulations, and exercises.
b)
Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.
c)
Facilities are stabilized and secured and then a more detailed damage assessment is conducted.
d)
After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.
e)
Members of the Business Continuity (BC) Steering Committee are being created and intitiated.
41.
Project Scope and Planning is the domain that sets the stage for the project by gathering high-level business requirements, defining the scope, and allocating project resources. Which scenario is under this domain?
a)
Members of the Business Continuity (BC) Steering Committee are being created and intitiated.
b)
Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.
c)
Facilities are stabilized and secured and then a more detailed damage assessment is conducted.
d)
After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.
e)
Organizational training are being imposed through drills, simulations, and exercises.
42.
Business Continuity and Recovery Strategy is the domain that closely examines the agreed-upon critical business functions and evaluates the numerous recovery and backup alternatives that could be used to recover critical business operations. Which scenario is under this domain?
a)
A branch is being created to employ an alternative recovery site with complete identical equipment and data.
b)
Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.
c)
Facilities are stabilized and secured and then a more detailed damage assessment is conducted.
d)
After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.
e)
Organizational training are being imposed through drills, simulations, and exercises.
43.
Which of the following best describes the service request management priority?
a)
To make it easy for customers to ask for help and get answers
b)
To strengthen the IT support team
c)
To leverage automation to create a delightful service offering
d)
To shift-left and deliver greater customer value
44.
Which of the following terms best describes a support center?
a)
IT/IS Support
b)
Service Desk
c)
Customer Support Center
d)
Customer Service Center
45.
Which is the best benefit in including Incident Management in the service industry?
a)
Faster incident resolution
b)
Continuous learning and improvement
c)
Reduced costs or revenue loses from incidents
d)
Better communication both internal and external during incidents
46.
What is most true about Problem Management?
a)
It is about identifying, understanding, and eliminating the underlying causes of an incident.
b)
It is about finding and grouping incidents in order to create or notice a certain pattern of a problem.
c)
It is a core component of ITSM frameworks.
d)
It makes service management teams get better prepared to attack incidents in the future.
47.
Which of the following questions is the most important in problem management root cause analysis (RCA)?
a)
How is it possible that a config file could be rewritten?
b)
What were the contributing causes behind the thing that caused the incident?
c)
What conditions create a corrupted database entry?
d)
When did the incidents start to get experienced by the users?
48.
What is the primary objective of creating Knowledge documents?
a)
To contribute to the Knowledge Management Value Chain.
b)
To help with the decision-making process.
c)
To capture tacit knowledge and weave it into a structured copy intended for future reference.
d)
To add content to the Enterprise Content Management Systems (ECM).
49.
Which is the most important Post Recovery Reporting part of the Feedback and Plan Management domain of the BCP and DRP?
a)
Identification or Remediation of Plan Gaps
b)
Lessons Learned
c)
Performance Metric Review
d)
Plan Review and Adjustment
50.
Which of the following implementation tests are appropriate in institutions such as SPAMAST?
a)
Checklist or Desk Check
b)
Structured Walkthrough
c)
Simulations
d)
Parallel Testing
e)
Full Interuption
51.
Which Critical Business Function creates the worst impact for businesses/enterprises?
a)
Reputation pr Public Image Impact
b)
Operational Impact
c)
Financial Impact
d)
Dependencies
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