Question 1

Completion
-A(n) _______ is a diagram that shows the sequence of tasks that occur in a process.

Accepted Answer

flowchart

Question 2

Which is true with respect to request fulfillment and incident management?

Accepted Answer

A) Most companies use the same process to manage both incidents and service requests in an effective and efficient manner. 
B) Typically, management approval (e.g., financial approval) is needed to resolve incidents and fulfill service requests in a timely manner. 
C) Incidents are often prioritized differently from service requests, because customers typically view restoring service as more critical than adding a new service. 
D) Incident management provides input to and receives output from the knowledge management process; request fulfillment doesn't interact with the knowledge management process. 
A) Most companies use the same process to manage both incidents and service requests in an effective and efficient manner. 
B) Typically, management approval (e.g., financial approval) is needed to resolve incidents and fulfill service requests in a timely manner. 
C) Incidents are often prioritized differently from service requests, because customers typically view restoring service as more critical than adding a new service. 
D) Incident management provides input to and receives output from the knowledge management process; request fulfillment doesn't interact with the knowledge management process. C

Question 3

____ is the best practice framework most commonly used to improve the quality of IT services. Its fundamental premise is that IT organizations must adopt a service-oriented approach to managing IT services.

Accepted Answer

A) ISO 9000 
B) MOF 
C) ITIL 
D) ISO 20000 
A) ISO 9000 
B) MOF 
C) ITIL 
D) ISO 20000 C

Question 4

The process of enabling beneficial changes to be made to the production environment while minimizing service disruptions is called ____.

Accepted Answer

A) request fulfillment 
B) release management 
C) incident management 
D) change management 
A) request fulfillment 
B) release management 
C) incident management 
D) change management

Question 5

ITIL defines ____ as the effect an incident is having on business processes.

Accepted Answer

A) priority 
B) urgency 
C) severity 
D) impact 
A) priority 
B) urgency 
C) severity 
D) impact

Question 6

The service asset and configuration management process maintains information about changes to CIs and manages those changes throughout their lifecycle.

Accepted Answer

A) True 
 B)False

Question 7

Which technique to diagnose problems reflects the principle that 20 percent of the defects or failures that occur cause 80 percent of the problems?

Accepted Answer

A) Cause and effect analysis 
B) Pareto analysis 
C) Brainstorming 
D) Kepner-Tregoe problem analysis 
A) Cause and effect analysis 
B) Pareto analysis 
C) Brainstorming 
D) Kepner-Tregoe problem analysis

Question 8

Completion
-Temporarily circumventing or minimizing the impact of an incident is called a(n) _______.

Accepted Answer

The answer of Completion
-Temporarily circumventing or minimizing the impact of...

Question 9

During the assessment and evaluation activity of the change management process, the potential impact and risk of the change, as well as the proposed benefits of the change are assessed, and the request for change is either approved or not approved.

Accepted Answer

A) True 
 B)False

Question 10

____ relies on a single fundamental principle: Maximize productivity while minimizing costs.

Accepted Answer

A) TQC 
B) Six Sigma 
C) ITIL 
D) TQM 
A) TQC 
B) Six Sigma 
C) ITIL 
D) TQM

Question 11

____ is an international standard for IT service management that describes what an organization must do to prove that they are complying with the standard.

Accepted Answer

A) ISO 9000 
B) MOF 
C) ITIL 
D) ISO 20000 
A) ISO 9000 
B) MOF 
C) ITIL 
D) ISO 20000

Question 12

Completion
-_______ is the process responsible for granting authorized users the right to use a service according to the company's security policies while preventing unauthorized users from using that same service.

Accepted Answer

The answer of Completion
-_______ is the process responsible for granting...

Question 13

Data captured by service desk analysts is very important to problem management. Without this data, problem management is not possible.

Accepted Answer

A) True 
 B)False

Question 14

Which is true?

Accepted Answer

A) Incident owners ensure that incidents are assigned correctly and not passed along from level to level without any effort being made to identify a resolution. 
B) Incident ownership means that whomever is trying to resolve the incident becomes the incident owner and performs all incident documentation. 
C) Incident ownership means that the service desk will notify the customer of the correct person or group to call for questions regarding the status of each open incident. 
D) Incident owners communicate with the problem management group to escalate major incidents to problem status if they are not solved within the target time. 
A) Incident owners ensure that incidents are assigned correctly and not passed along from level to level without any effort being made to identify a resolution. 
B) Incident ownership means that whomever is trying to resolve the incident becomes the incident owner and performs all incident documentation. 
C) Incident ownership means that the service desk will notify the customer of the correct person or group to call for questions regarding the status of each open incident. 
D) Incident owners communicate with the problem management group to escalate major incidents to problem status if they are not solved within the target time.

Question 15

Which is true?

Accepted Answer

A) Standards describe best practices. 
B) Standards provide guidance and suggestions. 
C) Standards support organizations' efforts to design and continually improve processes. 
D) Standards list mandatory controls that an organization must have to be certified. 
A) Standards describe best practices. 
B) Standards provide guidance and suggestions. 
C) Standards support organizations' efforts to design and continually improve processes. 
D) Standards list mandatory controls that an organization must have to be certified.

Question 16

When using a multi-level approach to incident categorization, some examples of high level categories might include hardware, software, and network.

Accepted Answer

A) True 
 B)False

Question 17

Which is true?

Accepted Answer

A) Service desks typically focus equal attention on both incident and problem management, as both are critical to service restoration. 
B) Since all incidents require root cause analysis, some service desks dedicate specific analysts to this task to ensure it is performed efficiently. 
C) Root cause analysis typically happens during incident management if there is an outage affecting a large number of customers. 
D) Root cause analysis may not be justified in situations where an easy to use and viable workaround exists. 
A) Service desks typically focus equal attention on both incident and problem management, as both are critical to service restoration. 
B) Since all incidents require root cause analysis, some service desks dedicate specific analysts to this task to ensure it is performed efficiently. 
C) Root cause analysis typically happens during incident management if there is an outage affecting a large number of customers. 
D) Root cause analysis may not be justified in situations where an easy to use and viable workaround exists.

Question 18

The following are steps performed in the incident management process. Which is the correct order of the steps listed?

Accepted Answer

A) identify incident, log incident, diagnose incident, resolve incident, close incident 
B) log incident, identify incident, diagnose incident, resolve incident, close incident 
C) identify incident, log incident, diagnose incident, close incident, resolve incident 
D) identify incident, diagnose incident, log incident, resolve incident, close incident 
A) identify incident, log incident, diagnose incident, resolve incident, close incident 
B) log incident, identify incident, diagnose incident, resolve incident, close incident 
C) identify incident, log incident, diagnose incident, close incident, resolve incident 
D) identify incident, diagnose incident, log incident, resolve incident, close incident

Question 19

What is business process management?

Accepted Answer

A) An international standard that ensures that business processes meet the customers' needs. 
B) A systematic approach to improving an organization's business processes to align with customers' needs. 
C) The process of redesigning business processes to align with new technologies and governance requirements. 
D) Understanding an organization's core competencies and how they underpin customer satisfaction. 
A) An international standard that ensures that business processes meet the customers' needs. 
B) A systematic approach to improving an organization's business processes to align with customers' needs. 
C) The process of redesigning business processes to align with new technologies and governance requirements. 
D) Understanding an organization's core competencies and how they underpin customer satisfaction.

Question 20

A procedure is a collection of interrelated tasks that take a set of specific inputs and produce a set of specific outputs that are of value to the customer.

Accepted Answer

A) True 
 B)False

Completion -A(n) _______ is a diagram that shows the sequence of tasks that occur in a process.

Which is true with respect to request fulfillment and incident management?

____ is the best practice framework most commonly used to improve the quality of IT services. Its fundamental premise is that IT organizations must adopt a service-oriented approach to managing IT services.

The process of enabling beneficial changes to be made to the production environment while minimizing service disruptions is called ____.

ITIL defines ____ as the effect an incident is having on business processes.

The service asset and configuration management process maintains information about changes to CIs and manages those changes throughout their lifecycle.

Which technique to diagnose problems reflects the principle that 20 percent of the defects or failures that occur cause 80 percent of the problems?

Completion -Temporarily circumventing or minimizing the impact of an incident is called a(n) _______.

During the assessment and evaluation activity of the change management process, the potential impact and risk of the change, as well as the proposed benefits of the change are assessed, and the request for change is either approved or not approved.

____ relies on a single fundamental principle: Maximize productivity while minimizing costs.

____ is an international standard for IT service management that describes what an organization must do to prove that they are complying with the standard.

Completion -_______ is the process responsible for granting authorized users the right to use a service according to the company's security policies while preventing unauthorized users from using that same service.

Data captured by service desk analysts is very important to problem management. Without this data, problem management is not possible.

Which is true?

Which is true?

When using a multi-level approach to incident categorization, some examples of high level categories might include hardware, software, and network.

Which is true?

The following are steps performed in the incident management process. Which is the correct order of the steps listed?

What is business process management?

A procedure is a collection of interrelated tasks that take a set of specific inputs and produce a set of specific outputs that are of value to the customer.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Customer Support As a Profession

Filters

Exam 4: The Process Component: Service Desk Processes and Procedures

Completion -A(n) _______ is a diagram that shows the sequence of tasks that occur in a process.

Which is true with respect to request fulfillment and incident management?

____ is the best practice framework most commonly used to improve the quality of IT services. Its fundamental premise is that IT organizations must adopt a service-oriented approach to managing IT services.

The process of enabling beneficial changes to be made to the production environment while minimizing service disruptions is called ____.

ITIL defines ____ as the effect an incident is having on business processes.

The service asset and configuration management process maintains information about changes to CIs and manages those changes throughout their lifecycle.

Which technique to diagnose problems reflects the principle that 20 percent of the defects or failures that occur cause 80 percent of the problems?

Completion -Temporarily circumventing or minimizing the impact of an incident is called a(n) _______.

During the assessment and evaluation activity of the change management process, the potential impact and risk of the change, as well as the proposed benefits of the change are assessed, and the request for change is either approved or not approved.

____ relies on a single fundamental principle: Maximize productivity while minimizing costs.

____ is an international standard for IT service management that describes what an organization must do to prove that they are complying with the standard.

Completion -_______ is the process responsible for granting authorized users the right to use a service according to the company's security policies while preventing unauthorized users from using that same service.

Data captured by service desk analysts is very important to problem management. Without this data, problem management is not possible.

Which is true?

Which is true?

When using a multi-level approach to incident categorization, some examples of high level categories might include hardware, software, and network.

Which is true?

The following are steps performed in the incident management process. Which is the correct order of the steps listed?

What is business process management?

A procedure is a collection of interrelated tasks that take a set of specific inputs and produce a set of specific outputs that are of value to the customer.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Customer Support As a Profession

Filters