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web.groovymark@gmail.com
- November 30, 2024
Question 21
What is the primary goal of ‘organizational resilience’?
a) To reduce operational costs.
b) To adapt and thrive amid disruptions and challenges.
c) To assess employee productivity.
d) To monitor service marketing strategies.
Correct Answer: b) To adapt and thrive amid disruptions and challenges.
Explanation: Organizational resilience is vital for long-term success in changing environments.
Question 22
What does ‘risk assessment’ involve?
a) Evaluating employee performance.
b) Identifying, analyzing, and evaluating risks.
c) Assessing financial performance metrics.
d) Monitoring service marketing strategies.
Correct Answer: b) Identifying, analyzing, and evaluating risks.
Explanation: Risk assessment helps organizations understand potential threats and their impacts.
Question 23
How does ‘incident resolution’ contribute to service management?
a) It reduces service delivery costs.
b) It minimizes the negative impact of incidents on service quality.
c) It evaluates employee performance.
d) It monitors service marketing strategies.
Correct Answer: b) It minimizes the negative impact of incidents on service quality.
Explanation: Incident resolution is crucial for maintaining service availability and customer satisfaction.
Question 24
What is ‘user experience (UX)’?
a) A financial assessment tool.
b) The sum of functional and emotional interactions with a service.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: b) The sum of functional and emotional interactions with a service.
Explanation: UX is essential for ensuring that services meet customer expectations and needs.
Question 25
How does ‘performance measurement’ benefit organizations?
a) By assessing employee productivity.
b) By providing insights into the effectiveness of services and practices.
c) By evaluating financial performance metrics.
d) By monitoring service marketing strategies.
Correct Answer: b) By providing insights into the effectiveness of services and practices.
Explanation: Performance measurement helps organizations identify areas for improvement.
Question 26
What is the function of ‘service desk practice’?
a) To assess employee productivity.
b) To capture demand for incident resolution and service requests.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To capture demand for incident resolution and service requests.
Explanation: The service desk is a critical point of contact for users needing assistance.
Question 27
How does ‘Lean’ methodology improve service delivery?
a) By maximizing value through waste elimination.
b) By assessing employee performance.
c) By evaluating financial performance metrics.
d) By monitoring service marketing strategies.
Correct Answer: a) By maximizing value through waste elimination.
Explanation: Lean focuses on creating more value for customers with fewer resources.
Question 28
What does ‘governance’ refer to in an organization?
a) The means by which an organization is directed and controlled.
b) A financial assessment tool.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: a) The means by which an organization is directed and controlled.
Explanation: Governance ensures that organizational objectives are met effectively.
Question 29
How does ‘sourcing’ impact service management?
a) It reduces operational costs.
b) It involves planning and obtaining resources from specific sources.
c) It evaluates employee performance.
d) It monitors service marketing strategies.
Correct Answer: b) It involves planning and obtaining resources from specific sources.
Explanation: Sourcing strategies are essential for ensuring that the right resources are available.
Question 30
What is ‘business case’ used for in organizations?
a) To assess employee productivity.
b) To justify expenditure of organizational resources based on costs, benefits, and risks.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To justify expenditure of organizational resources based on costs, benefits, and risks.
Explanation: A business case is essential for informed decision-making regarding investments.
Question 31
How does ‘performance monitoring’ benefit organizations?
a) By reducing service delivery costs.
b) By providing real-time insights into service effectiveness.
c) By evaluating employee performance.
d) By monitoring service marketing strategies
Correct Answer: b) By providing real-time insights into service effectiveness.
Explanation: Performance monitoring enables organizations to make data-driven decisions.
Question 32
What does ‘configuration management database (CMDB)’ store?
a) Employee performance metrics.
b) Configuration records throughout their lifecycle.
c) Financial performance metrics.
d) Marketing strategies for services.
Correct Answer: b) Configuration records throughout their lifecycle.
Explanation: The CMDB is crucial for understanding relationships between configuration items.
Question 33
What is the purpose of ‘service portfolio management’?
a) To assess employee productivity.
b) To ensure that the organization has the right mix of services to meet its strategy.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To ensure that the organization has the right mix of services to meet its strategy.
Explanation: Effective portfolio management helps align resources with strategic objectives.
Question 34
How does ‘service offering’ differ from a ‘service’?
a) Service offerings are less formal than services.
b) Service offerings include goods, access to resources, and service actions.
c) Service offerings are only financial assessments.
d) Service offerings are less valuable than services.
Correct Answer: b) Service offerings include goods, access to resources, and service actions.
Explanation: Service offerings provide a more comprehensive view of what is available to consumers.
Question 35
What is ‘validation’ in service management?
a) The process of evaluating employee performance.
b) Confirmation that a service meets the agreed specifications.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: b) Confirmation that a service meets the agreed specifications.
Explanation: Validation is essential for ensuring that services deliver the expected outcomes.
Question 36
What does ‘outcome’ refer to in the context of services?
a) A financial assessment tool.
b) A result for a stakeholder enabled by one or more outputs.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: b) A result for a stakeholder enabled by one or more outputs.
Explanation: Outcomes are critical for assessing the value delivered to stakeholders.
Question 37
What is the role of ‘service owner’?
a) To evaluate financial performance metrics.
b) To be accountable for the delivery of a specific service.
c) To assess employee productivity.
d) To monitor service marketing strategies.
Correct Answer: b) To be accountable for the delivery of a specific service.
Explanation: Service owners ensure that services meet stakeholder expectations and quality standards.
Question 38
What is the significance of ‘risk management practice’?
a) To reduce operational costs.
b) To ensure that an organization understands and handles risks effectively.
c) To evaluate employee performance.
d) To monitor service marketing strategies.
Correct Answer: b) To ensure that an organization understands and handles risks effectively.
Explanation: Effective risk management is essential for organizational resilience.
Question 39
How does ‘operational technology’ differ from traditional IT?
a) It focuses solely on financial metrics.
b) It detects or causes changes in physical processes.
c) It evaluates employee performance.
d) It is used only in marketing strategies.
Correct Answer: b) It detects or causes changes in physical processes.
Explanation: Operational technology integrates with physical systems to enhance operational efficiency.
Question 40
What does ’emergency change’ mean?
a) A change that requires a lengthy approval process.
b) A change that must be introduced as soon as possible.
c) A standard change with minimal risk.
d) A planned change with a specific timeline.
Correct Answer: b) A change that must be introduced as soon as possible.
Explanation: Emergency changes are critical for addressing urgent issues affecting services.
