1) Which practice is responsible for moving components to live environments?
Answer : Deployment management
Notes : The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.
2) Which practice includes the classification and ownership of queries and requests from users?
Answer : Service desk
Notes : Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
3) Which practice identifies metrics that reflect the customer’s experience of a service?
Answer : Service level management
Notes : Service level management identifies metrics and measures that are a truthful reflection of the customer’s actual experience and level of satisfaction with the whole service. Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before.
4) What is the primary use of a change schedule?
Answer : To plan changes and help avoid conflicts
Notes : The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources.
5) Which service management dimension is focused on activities and how these are coordinated?
Answer : Value streams and processes
Notes : The value streams and processes dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.
6) How does categorization of incidents assist the incident management practice?
Answer : It helps direct the incident to the correct support area
Notes : More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team.
7) Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating _______ that customers want to achieve.
Answer : Outcomes
Notes : A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
8) Which is a recommendation of the continual improvement practice?
Answer : There should at least be a small team dedicated to leading continual improvement efforts.
Notes : Although everyone should contribute in some way, there should at least be a small team dedicated full-time to leading continual improvement efforts and advocating the practice across the organization.
9) Which is a potential benefit of using an IT service management tool to support the incident management practice?
Answer : It may provide automated matching of incidents to problems or known errors.
Notes : Modern IT service management tools can provide automated matching of incidents to other incidents, problems or known errors.
10) Which role submits service requests?
Answer : The user, or their authorized representative
Notes : The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests. A service request is defined as a request from a user or a user’s authorized representative that initiates a service action.