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web.groovymark@gmail.com
- November 30, 2024
Question 01
What is ‘capacity planning’ in service management?
a) The process of creating financial assessments.
b) The activity of managing resources to meet service demand.
c) A method for evaluating employee performance.
d) A marketing strategy for services.
Correct Answer: b) The activity of managing resources to meet service demand.
Explanation: Capacity planning ensures that the organization can meet current and future service demands efficiently.
Question 02
What is the purpose of ‘change enablement practice’?
a) To assess employee productivity.
b) To ensure risks are assessed and manage change schedules effectively.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To ensure risks are assessed and manage change schedules effectively.
Explanation: Change enablement practice maximizes the number of successful changes while minimizing risks.
Question 03
How is ‘availability’ defined in service management?
a) The financial performance of a service.
b) The ability of a service to perform its function when required.
c) A method for assessing employee performance.
d) A marketing strategy for services.
Correct Answer: b) The ability of a service to perform its function when required.
Explanation: Availability is crucial for ensuring that services meet customer needs consistently.
Question 04
What does ‘ITIL service value chain’ describe?
a) A financial assessment tool.
b) The interconnected activities required to deliver valuable products and services.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: b) The interconnected activities required to deliver valuable products and services.
Explanation: The ITIL service value chain outlines how different activities contribute to value creation.
Question 05
What is ‘service continuity management practice’?
a) A method for assessing employee productivity.
b) The practice of ensuring service availability during disasters.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: b) The practice of ensuring service availability during disasters.
Explanation: Service continuity management is essential for maintaining service levels in times of crisis.
Question 06
How does ‘information security management practice’ protect organizations?
a) By assessing employee performance.
b) By managing risks to the confidentiality, integrity, and availability of information.
c) By evaluating financial performance metrics.
d) By monitoring service marketing strategies.
Correct Answer: b) By managing risks to the confidentiality, integrity, and availability of information.
Explanation: Information security management ensures that sensitive data is protected from unauthorized access.
Question 07
What is ‘digital transformation’ in the context of IT services?
a) The elimination of all manual processes.
b) The evolution of business models to meet empowered customer needs.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: b) The evolution of business models to meet empowered customer needs.
Explanation: Digital transformation is key for organizations to stay relevant in a rapidly changing landscape.
Question 08
What does ‘cloud computing’ enable organizations to do?
a) Reduce operational costs.
b) Access a shared pool of configurable computing resources on demand.
c) Assess employee productivity.
d) Monitor service marketing strategies.
Correct Answer: b) Access a shared pool of configurable computing resources on demand.
Explanation: Cloud computing provides flexibility and scalability for IT services.
Question 09
How does ‘value stream’ mapping assist organizations?
a) By evaluating financial performance metrics.
b) By visualizing and analyzing processes to identify improvements.
c) By assessing employee performance.
d) By monitoring service marketing strategies.
Correct Answer: b) By visualizing and analyzing processes to identify improvements.
Explanation: Value stream mapping helps eliminate waste and enhance efficiency.
Question 10
What is the focus of ‘incident management practice’?
a) To minimize costs of service delivery.
b) To restore normal service operation as quickly as possible.
c) To evaluate employee productivity.
d) To monitor service marketing strategies.
Correct Answer: b) To restore normal service operation as quickly as possible.
Explanation: Incident management is critical for maintaining service availability.
Question 11
What role does a ‘business relationship manager’ (BRM) play?
a) They assess employee productivity.
b) They maintain good relationships with customers.
c) They evaluate financial performance metrics.
d) They monitor service marketing strategies.
Correct Answer: b) They maintain good relationships with customers.
Explanation: BRMs facilitate effective communication between the service provider and consumers.
Question 12
What is ‘service request management practice’?
a) The practice of handling service requests efficiently and effectively.
b) A method for assessing employee performance.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: a) The practice of handling service requests efficiently and effectively.
Explanation: Service request management ensures that user-initiated requests are fulfilled properly.
Question 13
What does ‘service validation and testing practice’ ensure?
a) It verifies employee productivity.
b) It ensures new or changed services meet defined requirements.
c) It evaluates financial performance metrics.
d) It monitors service marketing strategies.
Correct Answer: b) It ensures new or changed services meet defined requirements.
Explanation: This practice is vital for confirming that services deliver expected outcomes.
Question 14
How does ‘workforce and talent management practice’ support organizations?
a) By reducing operational costs.
b) By ensuring the right people with the right skills are in the right roles.
c) By evaluating employee performance.
d) By monitoring service marketing strategies.
Correct Answer: b) By ensuring the right people with the right skills are in the right roles.
Explanation: Effective workforce management enhances organizational capability.
Question 15
What is the main objective of ‘portfolio management practice’?
a) To assess employee productivity.
b) To ensure the organization has the right mix of programs and services.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To ensure the organization has the right mix of programs and services.
Explanation: Portfolio management helps align projects with strategic objectives.
Question 16
What does ‘service level management practice’ focus on?
a) Reducing service delivery costs.
b) Setting clear performance targets for services.
c) Evaluating employee performance.
d) Monitoring service marketing strategies.
Correct Answer: b) Setting clear performance targets for services.
Explanation: This practice ensures that service delivery meets agreed-upon standards.
Question 17
How is ‘service architecture’ defined?
a) A financial assessment tool.
b) A view of all services provided by an organization and their interactions.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: b) A view of all services provided by an organization and their interactions.
Explanation: Service architecture helps organizations understand how their services relate to each other.
Question 18
What is the purpose of a ‘dashboard’ in service management?
a) To assess employee productivity.
b) To provide a real-time graphical representation of data.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To provide a real-time graphical representation of data.
Explanation: Dashboards are essential for tracking key metrics and performance indicators.
Question 19
What is ‘business impact analysis (BIA)’?
a) A method for assessing employee productivity.
b) A key activity that identifies vital business functions and their dependencies.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: b) A key activity that identifies vital business functions and their dependencies.
Explanation: BIA is critical for understanding the potential impact of disruptions.
Question 20
How does ‘monitoring and event management practice’ function?
a) It reduces service delivery costs.
b) It systematically observes services to detect and manage events.
c) It evaluates employee performance.
d) It monitors service marketing strategies.
Correct Answer: b) It systematically observes services to detect and manage events.
Explanation: This practice is crucial for maintaining service quality and availability.
