6. What is the purpose of the 'monitoring and event management' practice?
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To systematically observe services and service components, and record and report selected changes of state
To minimise the negative impact of incidents by restoring service operation as quickly as possible
To protect the information needed by the organisation to conduct its business
7. Which practices requires pragmatic focus on the whole service and not simply its constituent parts?
deployment management
service level management
change control
service request management
8. Which guiding principles advises you should apply heuristics and contact people via their preferred method of choice (e.g. phone)?
Focus on value
Think and work holistically
Collaborate and promote visibility
Keep it simple and practical
9. Which of these should not be raised via the 'service desk' practice?
Complaints
Requests
Queries
Issues
10. What is the definition of 'service management'?
a means of enabling value co-creation by facilitating outcomes that customers want to achieve
a set of specialised organisational capabilities for enabling value for customers in the form of services
a series of steps an organisation undertakes to create and deliver products and services to customers
a result for a stakeholder
11. Which of the following about the incident management practice is correct?
Incidents do not need to be prioritised based on business impacts, instead in time-order
Incidents should be logged, managed and documented
An incident does not need good-quality updates
Updates on an incident do not have to be timely
12. Which of these is not an important feature of a process?
Low cost
Trigger-responsive
Measurable
Performance-driven
13. Which practice may involve the initiation of disaster recovery?
Service request management
Incident management
IT asset management
Service level management
14. What is the purpose of the 'change control' practice?
to make new and changed services and features available to users
to move new or change hardware, software , documentation, processes or any other component to live environments
to maximise the number of successful services and product changes by ensuring that risks have been properly assessed, changes have been authorised to proceed
to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
15. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
An output
A practice
Continual improvement
16. Which guiding principle ensures you have identified your stakeholders?
Think and work holistically
Focus on value
Start where you are
Collaborate and promote visibility
17. What is the effect of increased automation on the 'service desk' practice?
Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
18. Which statement about change authorisation is correct?
Centralising change authorisation to a single person is the most effective means of authorization
A change authority should be assigned to each type of change and change model
The authorization of normal changes should be expedited to ensure they can be implemented quickly
Standard changes are high risk and should be authorised by the highest level of change authority
19. What guiding principles advises using direct observation as a learning method for an improvement initiative?
Collaborate and promote visibility
Progress iteratively with feedback
Start where you are
Focus on value
20. What type of change is MOST likely to be managed by the 'change enablement' practice?
