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Question 1:
Which stage of the change management process deals with what should be done if the change is unsuccessful?
A. Remediation planning
B. Categorization
C. Prioritization
D. Review and close
Correct Answer: A
Question 2:
When can a known error record be raised?
1.
At any time it would be useful to do so
2.
After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Correct Answer: D
Question 3:
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
A. A mobile phone enables a user to work remotely
B. A password allows a user connect to a WiFi network.
C. A license allows a user to install a software product
D. A service desk agent provides support to a user
Correct Answer: D
Question 4:
Which practice nurtures links with stakeholders at strategic and tactical levels?
A. Service level management
B. Relationship management
C. Continual improvement
D. Supplier management
Correct Answer: B
Question 5:
Identity the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?].
A. management
B. value
C. consumption
D. provision
Correct Answer: C
Question 6:
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue
C. Service pipeline, service catalogue and retired services
D. Service pipeline, configuration management system and service catalogue
Correct Answer: C
Question 7:
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B. No: the Known Error should be created before the problem is logged
C. No: a known error record is created when the original incident is raised
D. No: a known error record should be created with the next release of the service
Correct Answer: A
Question 8:
What is the result of carrying out an activity, following a process or delivering an IT service known as?
A. Outcome
B. Incident
C. Change
D. Problem
Correct Answer: A
Question 9:
Remediation planning is a key part of which process?
A. Capacity management
B. Change management
C. Financial management for IT services
D. Availability management
Correct Answer: B
Question 10:
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service
Correct Answer: B
Question 11:
Which areas of service management can benefit from automation?
1.
Design and modeling
2.
Reporting
3.
Pattern recognition and analysis
4.
Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Correct Answer: D
Question 12:
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
Correct Answer: D
Question 13:
What is the objective of Access Management?
A. To provide security staff for Data Centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To manage access to the Service Desk
D. To manage the right to use a service or group of services
Correct Answer: D
Question 14:
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through 1st and 2nd line
B. Only manage Incidents effectively through the 1st line
C. Only manage Incidents effectively at the 3rd line
D. Manage Incidents effectively through 1st, 2nd and 3rd line
Correct Answer: D
Question 15:
Which should be handled by `service request management\’?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement
Correct Answer: B
Reference: https://www.atlassian.com/itsm/service-request-management