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Questions # 1:

What should be used to set user expectations for request fulfilment times?

Options:

A.

The consumer demand for the service

B.

The time that the customer indicates for service delivery

C.

The service levels of the supplier

D.

The time needed to realistically deliver the service

Questions # 2:

Which of the following is an example of incident?

Options:

A.

A backup server is being rebooted while services are running on the primary server

B.

An application is not available during the business hours

C.

A user has requested access to a shared repository

D.

A user wants to reset the password of a server

Questions # 3:

Which is a purpose of the 'service desk' practice?

Options:

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

Questions # 4:

Which guiding principle helps to ensure that better information is available for decision making?

Options:

A.

Keep it simple and practical

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

Questions # 5:

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

Options:

A.

closed

B.

logged

C.

analysed

D.

escalated

Questions # 6:

Which practice owns and manages issues, queries and requests from users?

Options:

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

Questions # 7:

Which of these should be logged and managed as a problem?

Options:

A.

Trend analysis shows a large number of similar incidents

B.

A user requests delivery of a laptop

C.

A monitoring tool detects a change of state for a service

D.

'Continual improvement' needs to prioritize an improvement opportunity

Questions # 8:

What is the expected outcome from using a service value chain?

Options:

A.

Service value streams

B.

Value realization

C.

Customer engagement

D.

The application of practices

Questions # 9:

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service

requests?

Options:

A.

Change control

B.

IT asset management

C.

Service desk

D.

Service request management

Questions # 10:

Which describes outcomes?

Options:

A.

Tangible or intangible deliverables

B.

Results desired by a stakeholder

C.

Configuration of an organization's resources

D.

Functionality offered by a product or service

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