Why and how is a user MOST LIKELY to contact the service desk?
A . To discuss the cause of an incident via a phone call
B . To request access to a resource via a self service portal
C . To authorize an emergency change via live chat
D . To report a problem using a mobile app
Answer: A
Which is recommended as part of the ‘progress iteratively with feedback’ guiding principle?
A . Prohibit changes to plans after they have been finalized
B . Organize work into small manageable units
C . Reduce the number of steps that produce tangible results
D . Analyse the whole situation in detail before taking any action
Answer: B
Which is the cause, or potential cause, of one or more incidents?
A . A known error
B . A problem
C . A change
D . An event
Answer: B
Which value chain activity ensures that ongoing service activity meets user expectations?
A . Plan
B . Deliver and support
C . Engage
D . Obtain/build
Answer: B
What is the value of a service?
A . A result for a stakeholder enabled by the outputs of the service
B . A tangible or intangible deliverable of the service
C . The amount of money that is created or saved for the service consumers by using the service
D . The benefits, usefulness, or importance of the service, as perceived by the stakeholders
Answer: D
What is the difference between the ‘incident management’ and ‘service desk’ practices?
A . Incident management resolves complex issues, service desk resolves simpler issues
B . Incident management restores service operation, service desk provides communication with users
C . Incident management manages interruptions to services, service desk monitors achieved service quality
D . Incident management resolves issues service desk investigates the underlying causes of issues
Answer: B
Which statement about the inputs and outputs of the value chain activities is CORRECT?
A . Inputs and outputs are fixed for each value chain activity
B . Each value chain activity receives inputs and provides outputs
C . Some value chain activities only have inputs, whereas others only have outputs
D . The organization’s governance will determine the inputs and outputs of each value chain activity
Answer: B
How does the ‘incident management’ practice set user expectations?
A . By using collaboration tools to communicate effectively
B . By agreeing, and communicating target resolution time
C . By assigning resources to ensure that all incidents are resolved as quickly as possible
D . By automated matching of incidents to known errors
Answer: C
Which is the MOST LIKELY way of resolving major incidents?
A . A support team following detailed procedures for investigating the incident
B . Users establishing a resolution using self-help
C . A temporary teamworking together to identify a resolution
D . The service desk identifying the cause and a resolution
Answer: C
Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?
A . Focus on value
B . Start where you are
C . Think and work holistically
D . Optimize and automate
Answer: D