NEW QUESTION 1
What is NOT within the scope of service catalogue management?

• A. Contribution to the definition of services
• B. Interfaces between all services and supporting services
• C. Interfaces between the service catalogue and service portfolio
• D. Fulfilment of business service requests

Answer: D

NEW QUESTION 2
Which is a purpose of the 'service desk' practice?

• 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

Answer: B

NEW QUESTION 3
What is the purpose of service level management?

• A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
• B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
• C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
• D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

Answer: B

NEW QUESTION 4
Which practice has a purpose that includes ensuring that risks have been properly assessed?

• A. Service configuration management
• B. Problem management
• C. Service level management
• D. Change control

Answer: D

NEW QUESTION 5
Which guiding principle helps to ensure that better information is available for decision making?

• A. Keep it simple and practical
• B. Collaborate and promote visibility
• C. Optimize and automate
• D. Think and work holistically

Answer: B

NEW QUESTION 6
Which describes a standard change?

• A. A high-risk change that needs very thorough assessment
• B. A change that is typically implemented as a service request
• C. A change that must be implemented as soon as possible
• D. A change that needs to be scheduled, assessed and authorized following a defined process

Answer: B

NEW QUESTION 7
What considerations influence the supplier strategy of an organization?

• A. Contracts and agreements
• B. Type of cooperation with suppliers
• C. Corporate culture of the organization
• D. Level of formality

Answer: C

NEW QUESTION 8
What is an IT asset?

• A. The removal of anything that could have a direct or indirect effect on services
• B. Any component that needs to be managed in order to deliver a service
• C. A request from a user that initiates a service action
• D. Any financially valuable component that can contribute to delivery of an IT product or service

Answer: D

NEW QUESTION 9
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

• A. Incident management
• B. Monitoring and event management
• C. Change control
• D. Information security management

Answer: D

NEW QUESTION 10
Which stakeholders co-create value in a service relationship?

• A. Investor and consumer
• B. Investor and supplier
• C. Consumer and provider
• D. Provider and supplier

Answer: C

NEW QUESTION 11
How does a service consumer contribute to the reduction of disk?

• A. By paying for the service
• B. By managing server hardware
• C. By communicating constraints
• D. By managing staff availability

Answer: C

NEW QUESTION 12
Which is the CORRECT of the ‘R’ role in a RACI matrix?

• A. This role ensures that activities are executed correctly
• B. This role has ownership of the end result
• C. This role is involved in providing knowledge and input
• D. This role ensures the flow of information to stakeholders

Answer: B

NEW QUESTION 13
What three elements make up the Service Portfolio?

• A. Customer portfolio, service catalogue and retired services
• B. Customer portfolio, configuration management system and service catalogue
• C. Service pipeline, service catalogue and retired services
• D. Service pipeline, configuration management system and service catalogue

Answer: C

Explanation:
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NEW QUESTION 14
Which is a key consideration for the guiding principle 'keep it simple and practical'?

• A. Try to create a solution for every exception
• B. Start with a complex solution, then simplify
• C. Understand how each element contributes to value creation
• D. Ignore the conflicting objectives of different stakeholders

Answer: C

NEW QUESTION 15
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

NEW QUESTION 16
Which statement about costs is CORRECT?

• A. Costs removed from the consumer are part of service consumption
• B. Costs imposed on the consumer are costs of service utility
• C. Costs removed from the consumer are part of the value proposition
• D. Costs imposed on the consumer are costs of service warranty

Answer: C

NEW QUESTION 17
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

• A. Service-based SLA view
• B. Wholesale customer view
• C. Retail customer view
• D. Supporting services view

Answer: D

NEW QUESTION 18
What is the purpose of the 'information security management1 practice?

• A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
• B. To observe services and service components
• C. To protect the information needed by the organization to conduct its business
• D. To plan and manage the full lifecycle of all IT assets

Answer: C

NEW QUESTION 19
Which statement about the 'service desk1 practice is CORRECT?

• A. It provides a link with stakeholders at strategic and tactical levels
• B. It carries out change assessment and authorization
• C. It investigates the cause of incidents
• D. It needs a practical understanding of the business processes

Answer: D

NEW QUESTION 20
Which statement about the known error database (KEDB) is CORRECT?

• A. It is maintained by the service desk and updated with the details of each new incident
• B. It is a part of the configuration management database (CMDB) and contains workarounds
• C. It is maintained by problem management and is used by the service desk to help resolve incidents
• D. It is maintained by incident management and contains solutions to be implemented by problem management

Answer: C

NEW QUESTION 21
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