SMQT EXAM VERSION 2 QUESTIONS
WITH VERIFIED ANSWERS 2026/2027
1. Which of the following describes the ‘Utility’ of a service in the context of Service
Management?
A. The ability of the service to remain available during a disaster
B. The assurance that a product or service will meet agreed requirements
C. The functionality offered by a product or service to meet a particular need
D. The total cost of ownership associated with the service consumption
Answer: C
Conceptual Explanation: Utility refers to the functionality offered by a product or service
to meet a particular need. It is often summarized as ‘what the service does’.
2. In the Service Value System, which component represents the perceived benefits,
usefulness, and importance of something?
A. Outcome
B. Value
C. Output
D. Risk
,Answer: B
Conceptual Explanation: Value is defined as the perceived benefits, usefulness, and
importance of something, co-created by providers and consumers.
3. What is the primary focus of the ‘Service Request Management’ practice?
A. Supporting the agreed quality of a service by handling user-initiated service actions
B. Managing the lifecycle of all problems to prevent incidents
C. Restoring normal service operation as quickly as possible
D. Moving new or changed components to live environments
Answer: A
Conceptual Explanation: Service Request Management handles pre-defined, user-initiated
service actions like requests for information, access, or small changes.
4. Which document defines the requirements for a service from the customer’s perspective?
A. Service Level Requirement (SLR)
B. Service Level Agreement (SLA)
C. Operational Level Agreement (OLA)
D. Underpinning Contract (UC)
Answer: A
, Conceptual Explanation: The SLR is the document that specifies the customer’s needs for
a service before the final SLA is negotiated.
5. Which metric measures the average time between the occurrence of a failure and the
restoration of the service?
A. MTBF
B. MTBSI
C. RTO
D. MTRS
Answer: D
Conceptual Explanation: MTRS (Mean Time to Restore Service) is the average time taken
to restore a service after an incident occurs.
6. In Problem Management, what is the term for a problem that has a documented root
cause and a temporary workaround?
A. Known Error
B. Incident
C. Change Request
D. Workaround Record
Answer: A
WITH VERIFIED ANSWERS 2026/2027
1. Which of the following describes the ‘Utility’ of a service in the context of Service
Management?
A. The ability of the service to remain available during a disaster
B. The assurance that a product or service will meet agreed requirements
C. The functionality offered by a product or service to meet a particular need
D. The total cost of ownership associated with the service consumption
Answer: C
Conceptual Explanation: Utility refers to the functionality offered by a product or service
to meet a particular need. It is often summarized as ‘what the service does’.
2. In the Service Value System, which component represents the perceived benefits,
usefulness, and importance of something?
A. Outcome
B. Value
C. Output
D. Risk
,Answer: B
Conceptual Explanation: Value is defined as the perceived benefits, usefulness, and
importance of something, co-created by providers and consumers.
3. What is the primary focus of the ‘Service Request Management’ practice?
A. Supporting the agreed quality of a service by handling user-initiated service actions
B. Managing the lifecycle of all problems to prevent incidents
C. Restoring normal service operation as quickly as possible
D. Moving new or changed components to live environments
Answer: A
Conceptual Explanation: Service Request Management handles pre-defined, user-initiated
service actions like requests for information, access, or small changes.
4. Which document defines the requirements for a service from the customer’s perspective?
A. Service Level Requirement (SLR)
B. Service Level Agreement (SLA)
C. Operational Level Agreement (OLA)
D. Underpinning Contract (UC)
Answer: A
, Conceptual Explanation: The SLR is the document that specifies the customer’s needs for
a service before the final SLA is negotiated.
5. Which metric measures the average time between the occurrence of a failure and the
restoration of the service?
A. MTBF
B. MTBSI
C. RTO
D. MTRS
Answer: D
Conceptual Explanation: MTRS (Mean Time to Restore Service) is the average time taken
to restore a service after an incident occurs.
6. In Problem Management, what is the term for a problem that has a documented root
cause and a temporary workaround?
A. Known Error
B. Incident
C. Change Request
D. Workaround Record
Answer: A
