BUSINESS OF IT APPLICATIONS STUDY TEST NOTES
UPDATED ACTUAL QUESTIONS WITH CORRECT
ANSWERS
Question 1.
The purpose of the ______________ practice is to ensure that services deliver agreed-upon levels
of availability to meet the needs of customers and users.
ANSWER
availability management
Question 2.
If this step of the continual improvement model is skipped, it becomes difficult to ensure that
desired or promised outcomes have been achieved. Which of the following is the required step?
This task contains the radio buttons and checkboxes for options. A How do we keep the
momentum going? B Did we get there? C Take action. D Where are we now?
ANSWER
Did we get there?
Question 3.
What is the term for the point to which information used during an activity must be restored to
enable continuity of that activity? This task contains the radio buttons and checkboxes for
options. A RTO B RPO C D MTRS
ANSWER
RPO (recovery point objective) ***RPO is the point to which information used by an activity must be
restored to enable the activity to operate upon resumption *** RTO is the maximum acceptable
period that can elapse following a service disruption before a lack of business functions severely
affects the organization *** DRP -- this is a clearly defined plan for organizational recovery following
disaster. This includes a return to pre-disaster operations and is accomplished in consideration of the
four dimensions of service management *** MTRS -- this is simply a metric of how quickly service is
restored following its failure
Question 4.
Problem management is applied mainly to which activities of the service value chain? Each
correct answer represents a complete solution. Choose all that apply. A Plan B Deliver and
support C Design and engage D Improve
ANSWER
Deliver and support Improve
1
,Question 5.
What is the term for a solution that reduces or eliminates the impact of an incident or problem
for which a full resolution is not yet available? A Event B C Change control D Workaround
ANSWER
Workaround
Question 6.
Which of the following is not a high-level step on the path towards optimization? A Execute the
improvements in an iterative way. B Respect the time of the people involved. C Understand and
agree on the context in which the proposed optimization exists. D Assess the current state of
the proposed optimization.
ANSWER
Respect the time of people involved The path to optimization follows the following high-level steps:
- Understand and agree on the context in which the proposed optimization exists - Assess the current
state of the proposed optimization - Agree on what the future state and priorities of the organization
should be, focusing on simplification and value - Ensure the optimization has the appropriate level of
stakeholder engagement and commitment - Execute the improvements in an iterative way -
Continually monitor the impact of optimization
Question 7.
What is an organization's governing body accountable for? checkboxes for options. A The
interfaces between the organization and its partner-supplier network B Ensuring that all
activities conducted by an organization should link back directly or indirectly to value C The
organization's compliance with policies and any external regulations D Ensuring stakeholder
collaboration
ANSWER
The organization's compliance with policies and any external regulations erning body—a person or
group who is accountable at the highest level for the performance and compliance of the
organization. All sizes and types of organization perform governance activities. The governing body
might be a board of directors or executive managers who take on a separate governance role when
performing governance activities. The governing body is accountable for the organization's
compliance with policies and any external regulations.
2
,Question 8.
Which of the following statements defines a service offering? A means of enabling value
co-creation by facilitating outcomes desirable to customers without their having to manage cost
and risk. B A configuration of an organization's resources that are created and supplied by the
organization to offer value to the organization's consumers. C A formal description of one or
more services designed to address the needs of its target consumer and may include goods,
access to resources, and service actions. Joint activities that the service provider and service
consumer both engage in to ensure continued value co-creation.
ANSWER
A formal description of one or more services designed to address the needs of its target consumer
and may include goods, access to resources, and service actions
Question 9.
What is the usual focus of change control? A People aspects of change B Target resolution times
C Managing risks D Products and services
ANSWER
Products and services
Question 10.
The purpose of which step of the continual improvement model is to clearly define what the
starting point looks like? A How do we get there? B Take action. C Where are we now? D What is
the vision?
ANSWER
Where are we now?
Question 11.
An organization engages in the activity of service-level management and continual
improvement to:
provide services. B manage service relationships. C consume services. D gain access to
resources.
ANSWER
provide services ****An organization engages in the activity of service-level management and
continuples of such activities include management of the provider's resources configured to deliver
the service, ensuring user access to these resources, fulfillment of agreed-upon service actions, and
possible supplying of goods.
3
, Question 12.
The statement that organizations must maximize the value of the work carried out by their
human and technical resources is the key message of what guiding principle? A Focus on value.
B Optimize and automate. C Progress iteratively with feedback. D Collaborate and promote
visibility.
ANSWER
Optimize and automate
Question 13.
Which of the following is not an application of the think and work holistically principle? A
Comprehend the whole, but do something. B C Automation can facilitate working holistically. D
Where possible, look for patterns in the needs of and interactions between system elements.
ANSWER
Comprehend the whole, but do something
Question 14.
The purpose of the plan value chain activity is:
A to ensure a shared understanding of the vision, current status, and improvement direction for
all four dimensions of service management. B to provide a good understanding of stakeholder
needs, transparency, and continual engagement and good relationships with all stakeholders. C
to ensure that service components are available when and where they are needed, and that
they meet agreed specifications. D to ensure that services are delivered and supported
according to agreed specifications and stakeholders' expectations. practice is to minimize the
negative impact of unplanned interruption or reduction in the quality of service by restoring
normal service operation as quickly as possible. A problem management B incident
management C monitoring and event management D IT asset management
ANSWER
to ensure a shared understanding of the vision, current status, and improvement direction for all four
dimensions of service management
Question 15.
In interacting with other practices participating in the service value chain, which of the following
is not a key element of monitoring and event management? A Organizations and people B
Human intervention C Error control D Automation
ANSWER
Error control **Error control is -- This process is a function of problem management, the purpose of
which is to reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents and manage workarounds and known errors.
4
UPDATED ACTUAL QUESTIONS WITH CORRECT
ANSWERS
Question 1.
The purpose of the ______________ practice is to ensure that services deliver agreed-upon levels
of availability to meet the needs of customers and users.
ANSWER
availability management
Question 2.
If this step of the continual improvement model is skipped, it becomes difficult to ensure that
desired or promised outcomes have been achieved. Which of the following is the required step?
This task contains the radio buttons and checkboxes for options. A How do we keep the
momentum going? B Did we get there? C Take action. D Where are we now?
ANSWER
Did we get there?
Question 3.
What is the term for the point to which information used during an activity must be restored to
enable continuity of that activity? This task contains the radio buttons and checkboxes for
options. A RTO B RPO C D MTRS
ANSWER
RPO (recovery point objective) ***RPO is the point to which information used by an activity must be
restored to enable the activity to operate upon resumption *** RTO is the maximum acceptable
period that can elapse following a service disruption before a lack of business functions severely
affects the organization *** DRP -- this is a clearly defined plan for organizational recovery following
disaster. This includes a return to pre-disaster operations and is accomplished in consideration of the
four dimensions of service management *** MTRS -- this is simply a metric of how quickly service is
restored following its failure
Question 4.
Problem management is applied mainly to which activities of the service value chain? Each
correct answer represents a complete solution. Choose all that apply. A Plan B Deliver and
support C Design and engage D Improve
ANSWER
Deliver and support Improve
1
,Question 5.
What is the term for a solution that reduces or eliminates the impact of an incident or problem
for which a full resolution is not yet available? A Event B C Change control D Workaround
ANSWER
Workaround
Question 6.
Which of the following is not a high-level step on the path towards optimization? A Execute the
improvements in an iterative way. B Respect the time of the people involved. C Understand and
agree on the context in which the proposed optimization exists. D Assess the current state of
the proposed optimization.
ANSWER
Respect the time of people involved The path to optimization follows the following high-level steps:
- Understand and agree on the context in which the proposed optimization exists - Assess the current
state of the proposed optimization - Agree on what the future state and priorities of the organization
should be, focusing on simplification and value - Ensure the optimization has the appropriate level of
stakeholder engagement and commitment - Execute the improvements in an iterative way -
Continually monitor the impact of optimization
Question 7.
What is an organization's governing body accountable for? checkboxes for options. A The
interfaces between the organization and its partner-supplier network B Ensuring that all
activities conducted by an organization should link back directly or indirectly to value C The
organization's compliance with policies and any external regulations D Ensuring stakeholder
collaboration
ANSWER
The organization's compliance with policies and any external regulations erning body—a person or
group who is accountable at the highest level for the performance and compliance of the
organization. All sizes and types of organization perform governance activities. The governing body
might be a board of directors or executive managers who take on a separate governance role when
performing governance activities. The governing body is accountable for the organization's
compliance with policies and any external regulations.
2
,Question 8.
Which of the following statements defines a service offering? A means of enabling value
co-creation by facilitating outcomes desirable to customers without their having to manage cost
and risk. B A configuration of an organization's resources that are created and supplied by the
organization to offer value to the organization's consumers. C A formal description of one or
more services designed to address the needs of its target consumer and may include goods,
access to resources, and service actions. Joint activities that the service provider and service
consumer both engage in to ensure continued value co-creation.
ANSWER
A formal description of one or more services designed to address the needs of its target consumer
and may include goods, access to resources, and service actions
Question 9.
What is the usual focus of change control? A People aspects of change B Target resolution times
C Managing risks D Products and services
ANSWER
Products and services
Question 10.
The purpose of which step of the continual improvement model is to clearly define what the
starting point looks like? A How do we get there? B Take action. C Where are we now? D What is
the vision?
ANSWER
Where are we now?
Question 11.
An organization engages in the activity of service-level management and continual
improvement to:
provide services. B manage service relationships. C consume services. D gain access to
resources.
ANSWER
provide services ****An organization engages in the activity of service-level management and
continuples of such activities include management of the provider's resources configured to deliver
the service, ensuring user access to these resources, fulfillment of agreed-upon service actions, and
possible supplying of goods.
3
, Question 12.
The statement that organizations must maximize the value of the work carried out by their
human and technical resources is the key message of what guiding principle? A Focus on value.
B Optimize and automate. C Progress iteratively with feedback. D Collaborate and promote
visibility.
ANSWER
Optimize and automate
Question 13.
Which of the following is not an application of the think and work holistically principle? A
Comprehend the whole, but do something. B C Automation can facilitate working holistically. D
Where possible, look for patterns in the needs of and interactions between system elements.
ANSWER
Comprehend the whole, but do something
Question 14.
The purpose of the plan value chain activity is:
A to ensure a shared understanding of the vision, current status, and improvement direction for
all four dimensions of service management. B to provide a good understanding of stakeholder
needs, transparency, and continual engagement and good relationships with all stakeholders. C
to ensure that service components are available when and where they are needed, and that
they meet agreed specifications. D to ensure that services are delivered and supported
according to agreed specifications and stakeholders' expectations. practice is to minimize the
negative impact of unplanned interruption or reduction in the quality of service by restoring
normal service operation as quickly as possible. A problem management B incident
management C monitoring and event management D IT asset management
ANSWER
to ensure a shared understanding of the vision, current status, and improvement direction for all four
dimensions of service management
Question 15.
In interacting with other practices participating in the service value chain, which of the following
is not a key element of monitoring and event management? A Organizations and people B
Human intervention C Error control D Automation
ANSWER
Error control **Error control is -- This process is a function of problem management, the purpose of
which is to reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents and manage workarounds and known errors.
4
