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web.groovymark@gmail.com
- November 30, 2024
Question 01
What does ‘service relationship management’ focus on?
a) Financial assessments of service delivery.
b) Joint activities performed by service providers and consumers.
c) Evaluating employee productivity.
d) Marketing strategies for services.
Correct Answer: b) Joint activities performed by service providers and consumers.
Explanation: Service relationship management ensures continual value co-creation based on agreed service offerings.
Question 02
What is the primary purpose of a ‘service portfolio’?
a) To evaluate employee performance.
b) To manage the complete set of products and services throughout their lifecycles.
c) To assess financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To manage the complete set of products and services throughout their lifecycles.
Explanation: A service portfolio helps organizations understand and control their offerings.
Question 03
How does ‘knowledge management’ contribute to service management?
a) By assessing employee productivity.
b) By maintaining and improving the use of information across an organization.
c) By evaluating financial performance metrics.
d) By monitoring service marketing strategies.
Correct Answer: b) By maintaining and improving the use of information across an organization.
Explanation: Knowledge management is essential for effective decision-making and service delivery.
Question 04
What is a ‘major incident’ in service management?
a) A financial assessment of service delivery.
b) An incident with significant business impact requiring immediate resolution.
c) A performance evaluation metric.
d) A marketing strategy for services.
Correct Answer: b) An incident with significant business impact requiring immediate resolution.
Explanation: Major incidents disrupt services and require urgent attention to minimize impact.
Question 05
What does ‘mean time to restore service’ (MTRS) measure?
a) The frequency of service failures.
b) How quickly a service is restored after a failure.
c) The total cost of service delivery.
d) The efficiency of employee performance.
Correct Answer: b) How quickly a service is restored after a failure.
Explanation: MTRS is a key performance metric for incident management.
Question 06
What is the purpose of ‘disaster recovery planning’?
a) To assess employee productivity.
b) To prepare for and recover from disasters affecting business operations.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To prepare for and recover from disasters affecting business operations.
Explanation: Disaster recovery plans are essential for ensuring business continuity.
Question 07
What does ‘service validation and testing’ ensure?
a) Financial evaluations of services.
b) That new or changed products and services meet defined requirements.
c) Assessing employee productivity.
d) Monitoring service marketing strategies.
Correct Answer: b) That new or changed products and services meet defined requirements.
Explanation: Validation and testing are crucial for delivering quality services.
Question 08
How is ‘utility’ defined in service management?
a) The total cost of service delivery.
b) The functionality offered by a product or service to meet a specific need.
c) A method for evaluating service performance.
d) A marketing strategy for services.
Correct Answer: b) The functionality offered by a product or service to meet a specific need.
Explanation: Utility ensures that services are fit for purpose.
Question 09
What is ‘warranty’ in the context of services?
a) Assurance that a product or service meets agreed requirements.
b) A financial assessment tool.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: a) Assurance that a product or service meets agreed requirements.
Explanation: Warranty is essential for determining if services are fit for use.
Question 10
What is a ‘service desk’?
a) A financial management tool.
b) A point of contact for service requests and incident resolution.
c) A performance evaluation metric.
d) A marketing strategy for services.
Correct Answer: b) A point of contact for service requests and incident resolution.
Explanation: The service desk serves as the primary interface between service providers and consumers.
Question 11
How does ‘capacity management’ support service delivery?
a) By evaluating employee productivity.
b) By ensuring services meet current and future demand effectively.
c) By assessing financial performance metrics.
d) By monitoring service marketing strategies.
Correct Answer: b) By ensuring services meet current and future demand effectively.
Explanation: Capacity management is crucial for optimizing resource allocation.
Question 12
What is the focus of ‘change enablement’?
a) Reducing service delivery costs.
b) Properly assessing risks and managing changes to maximize success.
c) Evaluating employee performance.
d) Monitoring service marketing strategies.
Correct Answer: b) Properly assessing risks and managing changes to maximize success.
Explanation: Change enablement ensures that changes are made with minimal disruption.
Question 13
How does ‘incident management’ function?
a) It evaluates financial performance.
b) It minimizes the negative impact of incidents by restoring normal service operation.
c) It assesses employee productivity.
d) It monitors service marketing strategies.
Correct Answer: b) It minimizes the negative impact of incidents by restoring normal service operation.
Explanation: Incident management is essential for maintaining service reliability.
Question 14
What is ‘feedback loop’ in service management?
a) A financial model for service delivery.
b) A technique using outputs as inputs for system improvement.
c) A performance evaluation metric.
d) A marketing strategy for services.
Correct Answer: b) A technique using outputs as inputs for system improvement.
Explanation: Feedback loops are critical for continual improvement in service management.
Question 15
What is the significance of ‘governance’ in service management?
a) It focuses on reducing costs of service delivery.
b) It directs and controls the organization’s activities and decisions.
c) It evaluates employee performance.
d) It assesses financial performance metrics.
Correct Answer: b) It directs and controls the organization’s activities and decisions.
Explanation: Governance ensures alignment with organizational goals and compliance requirements.
Question 16
What does ‘service design practice’ involve?
a) Financial assessments of service delivery.
b) Designing products and services that are fit for purpose and use.
c) Evaluating employee productivity.
d) Monitoring service marketing strategies.
Correct Answer: b) Designing products and services that are fit for purpose and use.
Explanation: Service design is essential for delivering quality services to consumers.
Question 17
How does ‘service level management’ support service delivery?
a) It reduces service delivery costs.
b) It sets clear targets for service performance based on business needs.
c) It evaluates employee productivity.
d) It monitors service marketing strategies.
Correct Answer: b) It sets clear targets for service performance based on business needs.
Explanation: Service level management ensures that service quality meets consumer expectations.
Question 18
What does ‘service continuity management’ aim to achieve?
a) Reducing costs of service delivery.
b) Maintaining service availability and performance in the event of a disaster.
c) Evaluating employee performance.
d) Monitoring service marketing strategies.
Correct Answer: b) Maintaining service availability and performance in the event of a disaster.
Explanation: Service continuity management is essential for business resilience.
Question 19
What is the role of a ‘business relationship manager’ (BRM)?
a) Evaluating employee performance.
b) Maintaining good relationships with customers and stakeholders.
c) Assessing financial performance metrics.
d) Monitoring service marketing strategies.
Correct Answer: b) Maintaining good relationships with customers and stakeholders.
Explanation: BRMs facilitate effective communication and collaboration between the service provider and consumers.
Question 20
How is ‘cloud computing’ defined in service management?
a) A method for reducing operational costs.
b) On-demand access to shared pools of configurable computing resources.
c) A financial assessment tool.
d) A strategy for evaluating employee performance.
Correct Answer: b) On-demand access to shared pools of configurable computing resources.
Explanation: Cloud computing enhances flexibility and scalability in service delivery.
