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web.groovymark@gmail.com
- November 29, 2024
Question 01
What is acceptance criteria?
a) A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
b) The maximum level of service expected from a provider.
c) A method for evaluating the effectiveness of a project.
d) A financial document outlining costs and benefits.
Correct Answer: a) A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
Explanation: Acceptance criteria define the necessary conditions that a service must satisfy for approval.
Question 02
What does Agile refer to?
a) A specific framework for project management.
b) A collection of frameworks and techniques that enable collaboration and iterative delivery.
c) A method for creating detailed project documentation.
d) A technology for automating tasks.
Correct Answer: b) A collection of frameworks and techniques that enable collaboration and iterative delivery.
Explanation: Agile encompasses various frameworks like Scrum and Kanban, focusing on flexibility and collaboration.
Question 03
What is the architecture management practice?
a) Managing financial resources within IT services.
b) Providing an understanding of all elements that make up an organization and their interrelations.
c) Designing software architectures for development projects.
d) Analyzing business processes for efficiency.
Correct Answer: b) Providing an understanding of all elements that make up an organization and their interrelations.
Explanation: Architecture management practice helps organizations understand how different components relate to one another.
Question 04
What is an asset register?
a) A document detailing project milestones.
b) A list of all services provided by an organization.
c) A database or list of assets capturing key attributes such as ownership and financial value.
d) A record of all customer interactions.
Correct Answer: c) A database or list of assets capturing key attributes such as ownership and financial value.
Explanation: An asset register provides important information about an organization’s assets.
Question 05
How is availability defined in IT service management?
a) The maximum load an IT service can handle.
b) The ability of an IT service to perform its agreed function when required.
c) The duration of time a service is active.
d) The number of users able to access a service simultaneously.
Correct Answer: b) The ability of an IT service to perform its agreed function when required.
Explanation: Availability ensures that services are accessible when needed by users.
Question 06
What does the availability management practice ensure?
a) That services are affordable.
b) That services deliver agreed levels of availability to meet customer needs.
c) That services are developed on time.
d) That services have minimal downtime.
Correct Answer: b) That services deliver agreed levels of availability to meet customer needs.
Explanation: This practice focuses on maintaining the agreed service levels to satisfy users.
Question 07
What is a baseline in project management?
a) A summary of project costs.
b) A report or metric that serves as a starting point for assessing progress or change.
c) A risk management strategy.
d) A timeline for project completion.
Correct Answer: b) A report or metric that serves as a starting point for assessing progress or change.
Explanation: Baselines are used to measure performance and progress against the original plan.
Question 08
What does best practice refer to?
a) A recommended method based on regulatory requirements.
b) A way of working that has been proven successful by multiple organizations.
c) A framework that all organizations must adopt.
d) A method that guarantees project success.
Correct Answer: b) A way of working that has been proven successful by multiple organizations.
Explanation: Best practices are established through collective experience across different organizations.
Question 09
What is big data?
a) A set of best practices for data management.
b) The use of large volumes of structured and unstructured data to gain insights.
c) A term for outdated technology.
d) A method for storing small datasets.
Correct Answer: b) The use of large volumes of structured and unstructured data to gain insights.
Explanation: Big data involves analyzing vast amounts of data to discover trends and insights.
Question 10
What is the purpose of business analysis practice?
a) To define market strategies.
b) To analyze business needs and recommend solutions.
c) To manage financial resources.
d) To evaluate employee performance.
Correct Answer: b) To analyze business needs and recommend solutions.
Explanation: Business analysis helps organizations identify and address their needs effectively.
Question 11
What is a business case?
a) A detailed project report.
b) A justification for the expenditure of resources, including costs, benefits, and risks.
c) A performance evaluation of an organization.
d) A strategic plan for marketing.
Correct Answer: b) A justification for the expenditure of resources, including costs, benefits, and risks.
Explanation: A business case outlines why an organization should invest resources into a project.
Question 12
What is business impact analysis (BIA)?
a) A review of business processes for improvement.
b) A key activity identifying vital business functions and their dependencies.
c) A method for calculating profit margins.
d) A financial assessment of business value.
Correct Answer: b) A key activity identifying vital business functions and their dependencies.
Explanation: BIA helps organizations understand critical functions and how they relate to each other.
Question 13
What is the role of a business relationship manager (BRM)?
a) To manage financial budgets for projects.
b) To maintain good relationships with customers.
c) To oversee the development of IT services.
d) To conduct market research.
Correct Answer: b) To maintain good relationships with customers.
Explanation: BRMs ensure effective communication and relationship management between the organization and its customers.
Question 14
What is a call in IT service management?
a) A request for a new service.
b) An interaction with the service desk that may result in an incident or service request.
c) A scheduled meeting to discuss project updates.
d) A notification of system downtime.
Correct Answer: b) An interaction with the service desk that may result in an incident or service request.
Explanation: Calls are essential for logging incidents or requests in service management.
Question 15
What does a call/contact center do?
a) Handles incoming and outgoing calls and interactions.
b) Manages financial transactions for an organization.
c) Provides technical support for software products.
d) Oversees service level agreements.
Correct Answer: a) Handles incoming and outgoing calls and interactions.
Explanation: Call/contact centers facilitate communication between the organization and its customers.
Question 16
What is capability in an organizational context?
a) The financial resources of the organization.
b) The ability of an organization or service to carry out an activity.
c) The number of employees in a company.
d) The technology used by the organization.
Correct Answer: b) The ability of an organization or service to carry out an activity.
Explanation: Capability reflects what an organization can achieve with its resources.
Question 17
What is capacity planning?
a) The process of determining the maximum workload a system can handle.
b) The activity of creating a plan to manage resources to meet service demand.
c) A financial assessment of resource allocation.
d) A project management technique.
Correct Answer: b) The activity of creating a plan to manage resources to meet service demand.
Explanation: Capacity planning ensures that an organization has the resources needed to meet current and future demand.
Question 18
What does change refer to in IT service management?
a) A financial adjustment to a budget.
b) The addition, modification, or removal of anything that could affect services.
c) A new project initiative.
d) A shift in organizational structure.
Correct Answer: b) The addition, modification, or removal of anything that could affect services.
Explanation: Changes can significantly impact IT services and must be managed carefully.
Question 19
What is a change authority?
a) A financial oversight committee.
b) A person or group responsible for authorizing a change.
c) An IT service management framework.
d) A legal document approving a project.
Correct Answer: b) A person or group responsible for authorizing a change.
Explanation: Change authorities ensure that changes are approved before implementation.
Question 20
What does change enablement practice involve?
a) Ensuring that all changes are budgeted properly.
b) Assessing risks, authorizing changes, and managing change schedules.
c) Developing new services for customers.
d) Reviewing employee performance.
Correct Answer: b) Assessing risks, authorizing changes, and managing change schedules.
Explanation: Change enablement focuses on maximizing the success of service and product changes.
