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1) Which practice is responsible for moving components to live environments?
A. Change control
B. Release management
C. IT asset management
D. Deployment management
2) Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management
3) Which practice identifies metrics that reflect the customer’s experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
4) What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
5) Which service management dimension is focused on activities and how these are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
6) How does categorization of incidents assist the ‘incident management’ practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived
7) Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
A. the warranty
B. outcomes
C. the utility
D. outputs
8) Which is a recommendation of the ‘continual improvement’ practice?
A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
B. All improvements should be managed as multi-phase projects
C. ‘Continual improvement' should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives
9) Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service provider
D. It may provide automated resolution and closure of complex incidents
10) Which role submits service requests?
A. The user, or their authorized representative
B. The customer, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their authorized representative
11) Which practice provides a single point of contact for users?
A. Incident management
B. Change control
C. Service desk
D. Service request management
12) Which guiding principle recommends that the four dimensions of service management are considered?
A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. Keep it simple and practical
13) Which would be supported by the ‘service request management’ practice?
A. A request to authorize a change that could have an effect on a service
B. A request from a user for something which is a normal part of service delivery
C. A request to restore service after a service interruption
D. A request to investigate the cause of multiple related incidents
14) Which practice is the responsibility of everyone in the organization?
A. Service level management
B. Change control
C. Problem management
D. Continual improvement
15) Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s information.
A. store
B. provide
C. audit
D. protect
16) Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Progress iteratively with feedback
17) Which is NOT usually included as part of incident management?
A. Scripts for collecting initial information about incidents
B. Formalized procedures for logging incidents
C. Detailed procedures for the diagnosis of incidents
D. The use of specialized knowledge for complicated incidents
18) Which describes the nature of the guiding principles?
A. Guiding principles can guide an organization in all circumstances
B. Each guiding principle mandates specific actions and decisions
C. An organization will select and adopt only one of the seven guiding principles
D. Guiding principles describe the processes that all organizations must adopt
19) Which statement about a change authority is CORRECT?
A. A single change authority should be assigned to authorize all types of change and change models
B. A change authority should be assigned for each type of change and change model
C. Normal changes are pre-authorized and do not need a change authority
D. Emergency changes can be implemented without authorization from a change authority
20) Which practice has the purpose of making new and changed services and features available for use?
A. Change control
B. Service request management
C. Release management
D. Deployment management
21) Which value chain activity ensures people understand the organization’s vision?
A. Improve
B. Plan
C. Deliver and support
D. Obtain/build
22) Which statement about the value chain activities is...
