An organisation has a responsibility for the care and control of its hardware, software, people, and any other element involved in providing and maintaining services. Which practice is responsible for this?
A) IT Asset Management Practice
B) Change Enablement Practice
C) Service Configuration Management Practice
D) Service Portfolio Management Practice
Which Value Chain Activity has the purpose of ensuring “a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization”?
A) Plan
B) Improve
C) Engage
D) Design and transition
Service desk staff require training and competency in several areas, especially which customer service skills?
A) Empathy, Incident analysis, Incident prioritization, Effective communications, Emotional intelligence
B) Socialising, categorisation, prioritisation, conflict analysis, root cause analysis
C) Change assessment, major problem reviews, customer service review meetings, supplier management.
D) Metrics analysis, time management skills, negotiation skills, team leadership skills.
What is the output of the SVS?
A) System Validation
B) Value
C) Return On Investment
D) Restoration Of Service
What is this a definition of?
"A set of specialised organisational capabilities for enabling value for customers in the form of services"
A) Service Integration And Management (SIAM)
B) Service Management
C) Service Consumption
D) Service Provision
Known Errors are?
A) Incidents that have had their cause identified.
B) Problems that are awaiting identification.
C) A problem that has been analysed and has not been resolved.
D) Problems that have had Changes raised against them.
“Functionality offered by a product or service to meet a particular need."
A) An assurance that a product or service will meet agreed requirements.
B) Utility
C) Information security management
D) Service relationship management
Which of the following statements is correct?
A) Utility is fitness for use
B) Utility is fitness for purpose
C) Utility is both fitness for purpose and fitness for usefulness
D) Utility is fitness for availability
Guiding Principles are?
A) Ubiquitous and endangering
B) Utility and enduring
C) Universal and enduring
D) Utility and endangering
The Problem management practice contributes to the Deliver & Support Value Chain Activity by:
A) preventing incident repetition and supporting timely incident resolution
B) by preventing incident causes and supporting quality incident resolution
C) by preventing all incidents, thereby reducing the importance of the Incident Management practice
D) by preventing all incidents, thereby reducing the importance of the Change Control practice
The Service Desk should be …?
A) Outsourced whenever possible to save money
B) Adequately resourced, motivated, lead and supported
C) Only outsourced if there are problems with the Service Desk
D) Automated in every case
Which Value Chain Activity has an output of “knowledge and information about new and changed products and services to all value chain activities”?
A) Design and Deliver
B) Deliver and Support
C) Design and Transition
D) Transition and Support
What type of model is the Service Value System (SVS)?
A) Sense-Making Model
B) Operational Model
C) Organisational Model
D) Resource Model
Risks …?
A) Cannot be avoided
B) Should be avoided
C) Are always negative
D) Can represent the possibility of something good happening
What document should be ‘widely published and produced’ so everyone is aware of changes that have been logged, and are coming up for discussion?
A) Project Plan
B) Release Plan
C) Deployment Plan
D) Change Schedule
Dealing with stakeholders outside the organisation’s Value Chain always involves which activity?
C) Obtain & Build
D) Engage
"A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”
A) A Service
C) Supplier Management
D) Service Continuity Management
Which of the following is a correct name of one of the Guiding Principles?
A) Start where you arrive
B) Progress iteratively with feedback
C) Collaborate and predict visibility
D) Keep it simple and precise
Which statement is true of Continual Improvement? It must ….
A) be embedded into every role
B) be embodied in a single team
C) be embodied in a single person
D) be embedded into a single improvement technique
What are the 5 components of the SVS?
A) Processes, functions, teams, organisations, partners.
B) Guiding principles, governance, service value chain, practices, continual improvement.
C) Problem, incident, event management, request management, access management.
D) Availability, reliability, resilience, continuity, mean time to restore service.
A CIR is a …?
A) Continual Improvement Resource
B) Continual Integration Resource
C) Continual Improvement Register
D) Continuous Integration Register
Who can close an Incident record?
A) Senior Management
B) Technical Team Leaders
C) The Consumer
D) The Service Desk
"The perceived benefits, usefulness and importance of something.”
A) Costs
B) Risks
C) Value
D) Governance
"A possible event that could cause harm or loss or make it more difficult to achieve objectives".
A) Event Management
C) Outcomes
D) Result
Which statement about the relationship of Service Request Management to Value Chain Activities is correct?
A) Service Request Management has no involvement with Obtain/Build
B) Service request Management may contribute Incident causes to Design and Transition
C) Service request Management may contribute Incident causes to Improvement
D) Service Request Management’s involvement with Obtain/Build is that service requests may require acquisition of pre-approved service components
What are the three phases of Problem Management?
A) Problem Resolution, Problem Solving, Problem Eradication
B) Problem Identification, Problem Control, Error Control
C) Problem Resistance, Problem Recovery, Problem Fixing
D) Problem Review, Problem identification, Problem analysis
“Activities performed by an organization to consume services."
A) Resource Utilization
B) Resource Allocation
C) Relationship Management
D) Service Consumption
What are the 7 Steps of the Continual Improvement Model?
A) Where are we now, what’s the vision, did we get there, how do we keep the momentum going, take action, how do we get there, where do we want to be.
B) How do we keep the momentum going, what’s the vision, did we get there, how do we get there, where are we now, take action, where do we want to be
C) Did we get there, how do we keep the momentum going, take action, where are we now, how do we get there, what’s the vision, where do we want to be
D) What’s the vision, where are we now, where do we want to be, how do we get there, take action, did we get there, how do we keep the momentum going
Service Offerings may include?
A) Goods, access to resources and service actions
B) Resources, assets, and capabilities
C) Service consumption, service provision, and service relationships
D) Value realisation, value loss and profit realisation
What is this the Purpose of?
"To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.”
A) Workforce & talent management practice
B) Problem management practice
C) Incident management practice
D) Service desk practice
How are Value Streams created?
A) Value Streams are created by specific combinations of Value Chain activities & Practices
B) Value Streams are created by a combination of Assets & Capabilities.
C) Value Streams are created by a combination of Incidents & Problems.
D) Value Streams are created by a combination of defined inputs & outputs.
What is this a definition of
"A problem that has been analysed and has not been resolved.”
A) An Incident
B) Root Cause
C) A Known Error
D) A Release
Analysing causes is an activity of which phase of Problem management?
A) Problem Identification
B) Problem Mitigation
C) Error Control
D) Problem Control
Which of the following statements is most correct?
A) Value is subjective and is influenced by factors such as financial cost, perceptions, previous experiences, speed, ease of use, safety etc
B) Value is purely objective and can only be measured by money spent and made
C) Value can only be provided by the service provider to the customer
D) Value is the responsibility of the customer to provide to the users
The purpose of Service Level Management includes …?
A) The setting of clear business-based targets for service performance
B) The setting of clear technically-based targets for service performance
C) The setting of stretching targets that are very difficult to achieve
D) The setting of targets that can always be achieved
"The amount of money spent on a specific activity or resource”.
A) Outgoings
B) Income
C) Costs
D) Value
What is this a purpose of?
"To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.”
A) Service relationship management
B) Service Design practice
C) Service offerings
D) Service request management practice
Which of the following are outputs of Obtain/Build?
1. Service components for deliver and support
2. Service components for design and transition
3. Knowledge and information about new and changed service components to all value chain activities
4. Improvement status reports from improve
A) Items 1, 2 and 4
B) Items 2, 3 and 4
C) Items 1, 2 and 4
D) Items 1, 2 and 3
Which statement is true of the Service Value Chain?
A) All activities in the SVC always follow the same path
B) Demand and value are activities in the SVC
C) The SVC activities are interconnected
D) The Service Value System is an activity of the SVC
Oops! You need to select an answer to continue.
