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Questions # 1:

Which of the following is an example of incident?

Options:
A.

A backup server is being rebooted while services are running on the primary server

B.

An application is not available during the business hours

C.

A user has requested access to a shared repository

D.

A user wants to reset the password of a server

Questions # 2:

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

Options:
A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Questions # 3:

Which is a purpose of the 'service desk' practice?

Options:
A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

Questions # 4:

What should be done for every problem?

Options:
A.

It should have a workaround to reduce the impact

B.

It should be prioritized based on its potential impact and probability

C.

It should be resolved so that it can be closed

D.

It should be diagnosed to identify possible solutions

Questions # 5:

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

Options:
A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

Questions # 6:

Which of these should be logged and managed as a problem?

Options:
A.

Trend analysis shows a large number of similar incidents

B.

A user requests delivery of a laptop

C.

A monitoring tool detects a change of state for a service

D.

'Continual improvement' needs to prioritize an improvement opportunity

Questions # 7:

Which dimension includes a workflow management system?

Options:
A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Questions # 8:

What is warranty?

Options:
A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

The functionality offered by a product or service to meet a particular need

D.

The perceived benefits, usefulness and importance of something

Questions # 9:

Which activity is part of the 'continual improvement' practice?

Options:
A.

Populating and maintaining the asset register

B.

Providing a clear path for users to report issues, queries, and requests

C.

Delivering tactical and operational engagement with customers

D.

Identifying and logging opportunities

Questions # 10:

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

Options:
A.

closed

B.

logged

C.

analysed

D.

escalated

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