Which practice includes the classification and ownership of queries and requests from us-
ers?
A. Service desk
B. Incident management
C. Change control
D. Service level management - ANSWER A. "Service desks provide a clear path for users
to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned"
Rationales:
B. Incorrect. The 'incident management' practice deals only with incidents, not
queries and requests. "The purpose of the incident management practice is to
minimize the negative impact of incidents by restoring normal service operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with change requests, not
other queries and requests. "The purpose of the change control practice is to
maximize the number of successful service and product changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures service targets are
met. It does not manage queries and requests from users. "The purpose of the
service level management practice is to set clear business-based targets for service
performance, so that the delivery of a service can be properly assessed, monitored,
1
,and managed against these targets".
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 - ANSWER C. "Service level management identifies metrics and
measures that are a
truthful reflection of the customer's actual experience and level of satisfaction with
the whole service," and "Engagement is needed to understand and confirm the actual ongo-
ing needs and requirements of customers, not simply what is interpreted
by the service provider or has been agreed several years before."
Rationales:
A. Incorrect. "The purpose of the continual improvement practice is to align the
organization's practices and services with changing business needs through the
ongoing improvement of products, services, and practices, or any element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to capture demand for
incident resolution and service requests. It should also be the entry point and single
point of contact for the service provider with all of its users." Ref 5.2.14
D. Incorrect. "The purpose of the problem management practice is to reduce the
likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors".
What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
2
,C. To plan changes and help avoid conflicts
D. To manage standard change - ANSWER C."The change schedule is used to help plan
changes, assist in
communication, avoid conflicts, and assign resources." Ref 5.2.4
Rationale:
A. Incorrect. While it can be used after deploying a change, this is not the main use
of the change schedule. "The change schedule is used to help plan changes, assist
in communication, avoid conflicts, and assign resources. It can also be used after
changes have been deployed to provide information needed for incident
management, problem management, and improvement planning." Ref 5.2.4
B. Incorrect. "Emergency changes: These are changes that must be implemented
as soon as possible; for example, to resolve an incident or implement a security
patch. Emergency changes are not typically included in a change schedule, and the
process for assessment and authorization is expedited to ensure they can be
implemented quickly." Ref 5.2.4
D. Incorrect. Standard changes are already pre-authorized and do not need to be
included on a change schedule. "These are low-risk, pre-authorized changes that
are well understood and fully documented, and can be implemented without needing
additional authorization
Which service management dimension is focused on activities and how these are coordi-
nated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - ANSWER D.The 'value streams and processes' dimen-
sion "focuses on what
3
, activities the organization undertakes and how they are organized, as well as how
the organization ensures that it is enabling value creation for all stakeholders
efficiently and effectively." Ref 3.4
Rationale:
A. Incorrect. The 'organizations and people' dimension describes "roles and
responsibilities, formal organizational structures, culture, and required staffing and
competencies." Ref 3.1
B. Incorrect. The 'information and technology' dimension includes "the information
and knowledge necessary for the management of services, as well as the
technologies required" and "the information created, managed, and used in the
course of service provision and consumption, and the technologies that support and
enable that service." Ref 3.2
C. Incorrect. "The partners and suppliers dimension encompasses an organization's
relationships with other organizations that are involved in the design, development,
deployment, delivery, support and/or continual improvement of services. It also
incorporates contracts and other agreements between the organization and its
partners or suppliers". Ref 3.3
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 - ANSWER A. More complex inci-
dents will usually be escalated to a support team for
resolution. Typically, the routing is based on the incident category, which should
help to identify the correct team." Ref 5.2.5
4
ers?
A. Service desk
B. Incident management
C. Change control
D. Service level management - ANSWER A. "Service desks provide a clear path for users
to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned"
Rationales:
B. Incorrect. The 'incident management' practice deals only with incidents, not
queries and requests. "The purpose of the incident management practice is to
minimize the negative impact of incidents by restoring normal service operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with change requests, not
other queries and requests. "The purpose of the change control practice is to
maximize the number of successful service and product changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures service targets are
met. It does not manage queries and requests from users. "The purpose of the
service level management practice is to set clear business-based targets for service
performance, so that the delivery of a service can be properly assessed, monitored,
1
,and managed against these targets".
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 - ANSWER C. "Service level management identifies metrics and
measures that are a
truthful reflection of the customer's actual experience and level of satisfaction with
the whole service," and "Engagement is needed to understand and confirm the actual ongo-
ing needs and requirements of customers, not simply what is interpreted
by the service provider or has been agreed several years before."
Rationales:
A. Incorrect. "The purpose of the continual improvement practice is to align the
organization's practices and services with changing business needs through the
ongoing improvement of products, services, and practices, or any element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to capture demand for
incident resolution and service requests. It should also be the entry point and single
point of contact for the service provider with all of its users." Ref 5.2.14
D. Incorrect. "The purpose of the problem management practice is to reduce the
likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors".
What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
2
,C. To plan changes and help avoid conflicts
D. To manage standard change - ANSWER C."The change schedule is used to help plan
changes, assist in
communication, avoid conflicts, and assign resources." Ref 5.2.4
Rationale:
A. Incorrect. While it can be used after deploying a change, this is not the main use
of the change schedule. "The change schedule is used to help plan changes, assist
in communication, avoid conflicts, and assign resources. It can also be used after
changes have been deployed to provide information needed for incident
management, problem management, and improvement planning." Ref 5.2.4
B. Incorrect. "Emergency changes: These are changes that must be implemented
as soon as possible; for example, to resolve an incident or implement a security
patch. Emergency changes are not typically included in a change schedule, and the
process for assessment and authorization is expedited to ensure they can be
implemented quickly." Ref 5.2.4
D. Incorrect. Standard changes are already pre-authorized and do not need to be
included on a change schedule. "These are low-risk, pre-authorized changes that
are well understood and fully documented, and can be implemented without needing
additional authorization
Which service management dimension is focused on activities and how these are coordi-
nated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - ANSWER D.The 'value streams and processes' dimen-
sion "focuses on what
3
, activities the organization undertakes and how they are organized, as well as how
the organization ensures that it is enabling value creation for all stakeholders
efficiently and effectively." Ref 3.4
Rationale:
A. Incorrect. The 'organizations and people' dimension describes "roles and
responsibilities, formal organizational structures, culture, and required staffing and
competencies." Ref 3.1
B. Incorrect. The 'information and technology' dimension includes "the information
and knowledge necessary for the management of services, as well as the
technologies required" and "the information created, managed, and used in the
course of service provision and consumption, and the technologies that support and
enable that service." Ref 3.2
C. Incorrect. "The partners and suppliers dimension encompasses an organization's
relationships with other organizations that are involved in the design, development,
deployment, delivery, support and/or continual improvement of services. It also
incorporates contracts and other agreements between the organization and its
partners or suppliers". Ref 3.3
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 - ANSWER A. More complex inci-
dents will usually be escalated to a support team for
resolution. Typically, the routing is based on the incident category, which should
help to identify the correct team." Ref 5.2.5
4
