Service Management Quiz
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Which statement about the 'continual improvement model' is CORRECT?

  • The model is applicable to only certain parts of the service value system
  • Organizations should use an additional model or method to link improvements to customer value
  • Organizations should work through the steps of the model in the sequence in which they are presented
  • The flow of the model helps organizations to link improvements to its goals (correct)

    • What is the MAIN benefit of 'problem management'?

  • Managing workarounds and known errors
  • Restoring normal service as quickly as possible
  • Maximizing the number of successful changes
  • Reducing the number and impact of incidents (correct)

    • Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

  • A change model
  • A normal change
  • A standard change (correct)
  • An emergency change

    • What is the definition of warranty?

    <p>A means of determining whether a service is fit for use</p> Signup and view all the answers

    Which phase of problem management includes analyzing incidents to look for patterns and trends?

    <p>Problem identification</p> Signup and view all the answers

    Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

    <p>Service providers are able to respond more quickly to customer needs</p> Signup and view all the answers

    Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

    <p>Keep it simple and practical</p> Signup and view all the answers

    Which practice includes management of workarounds and known errors?

    <p>Problem management</p> Signup and view all the answers

    The 'incident management' practice should maintain ______ for logging and managing incidents.

    <p>a formal process</p> Signup and view all the answers

    Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

    <p>Think and work holistically</p> Signup and view all the answers

    Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

    <p>Service desk</p> Signup and view all the answers

    Which TWO are considered part of the 'organizations and people' dimension of service management?

    1. Systems of authority
    2. Culture
    3. Relationships between organizations
    4. Workflows

    <p>1 and 2</p> Signup and view all the answers

    Which practice is MOST associated with the use of empathy to understand users?

    <p>Service desk</p> Signup and view all the answers

    Which statement about the 'service request management' practice is CORRECT?

    <p>Financial authorization is sometimes required for service requests</p> Signup and view all the answers

    Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

    <p>Guiding principles</p> Signup and view all the answers

    Which is an activity of 'problem identification'?

    <p>Analyzing information from software developers</p> Signup and view all the answers

    Which guiding principle says that it is not usually necessary to build something new?

    <p>Start where you are</p> Signup and view all the answers

    Which is part of the 'focus on value' guiding principle?

    <p>Understanding what services help the service consumer</p> Signup and view all the answers

    Which guiding principle discourages 'silo activity'?

    <p>Collaborate and promote visibility</p> Signup and view all the answers

    Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

    <p>Service desk</p> Signup and view all the answers

    Which skill is required by the 'service level management' practice?

    <p>Supplier management</p> Signup and view all the answers

    Which statement about outcomes is CORRECT?

    <p>Outcomes rely on outputs to deliver results for a stakeholder</p> Signup and view all the answers

    Which practice has a purpose that includes the handling of predefined, user-initiated demands for service?

    <p>Service request management</p> Signup and view all the answers

    Which statement about value creating activities is CORRECT?

    <p>Each value stream should be designed with a specific combination of service value chain activities</p> Signup and view all the answers

    A service is a means of enabling value co-creation by facilitating ______ that customers want to achieve, without the customer having to manage specific costs and risks.

    <p>outcomes</p> Signup and view all the answers

    What is the MOST important reason for prioritizing incidents?

    <p>To ensure that incidents with highest impact are resolved first</p> Signup and view all the answers

    Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

    <p>Information security management</p> Signup and view all the answers

    Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

    <p>Information and technology</p> Signup and view all the answers

    What is a cause, or potential cause, of one or more incidents?

    <p>A problem</p> Signup and view all the answers

    Which TWO statements about the guiding principles are CORRECT?

    <p>The guiding principles support continual improvement</p> Signup and view all the answers

    Which is part of the definition of a customer?

    <p>The role that defines the requirements for a service</p> Signup and view all the answers

    Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

    <p>Service request management</p> Signup and view all the answers

    A ______ is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

    <p>change</p> Signup and view all the answers

    Which guiding principle recommends that unnecessary work should be eliminated?

    <p>Keep it simple practical</p> Signup and view all the answers

    Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

    <p>IT asset management</p> Signup and view all the answers

    Which dimension considers the application of artificial intelligence to service management?

    <p>Information and technology</p> Signup and view all the answers

    A customer defines the ______ for a service and takes responsibility for the outcomes of service consumption.

    <p>requirements</p> Signup and view all the answers

    Which describes the 'plan' value chain activity?

    <p>It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations</p> Signup and view all the answers

    Which statement about standard changes is CORRECT?

    <p>The change does not require additional authorization</p> Signup and view all the answers

    Which activity is part of the 'continual improvement' practice?

    <p>Prioritizing and creating business cases for improvement initiatives</p> Signup and view all the answers

    What is the purpose of the 'deployment management' practice?

    <p>To move new or changed components to live environments</p> Signup and view all the answers

    What is the purpose of the 'monitoring and event management' practice?

    <p>To systematically observe services and service components</p> Signup and view all the answers

    Which statement about the 'optimize and automate' guiding principle is CORRECT?

    <p>Automation frees human resources for more complex activities</p> Signup and view all the answers

    Which costs are included in the value proposition of a service?

    <p>Money that the service consumer no longer needs to spend because they are using the service</p> Signup and view all the answers

    Which practice is MOST LIKELY to be involved in managing a service that will be unavailable for the next two hours for unplanned maintenance?

    <p>Incident management</p> Signup and view all the answers

    What is included in the purpose of the 'relationship management' practice?

    <p>Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders</p> Signup and view all the answers

    What is provided by the 'engage' value chain activity?

    <p>Ensuring that stakeholder needs are understood by the organization</p> Signup and view all the answers

    What is defined as any financially valuable component that can contribute to the delivery of a service?

    <p>IT asset</p> Signup and view all the answers

    Which is a low risk change that has been pre-approved so that no additional authorization is needed?

    <p>A standard change</p> Signup and view all the answers

    Which 'service level management' activity helps staff to deliver a more business-focused service?

    <p>Understanding the ongoing requirements of customers</p> Signup and view all the answers

    Study Notes

    Continual Improvement Model

    • Correct statement: The flow of the model helps organizations to link improvements to its goals.
    • Incorrect statements: Organizations should use an additional model; Organizations should work through the steps in the order presented; The model is applicable to only certain parts of the service value system.

    Problem Management

    • Main benefit: Reducing the number and impact of incidents.
    • Incorrect options: Managing workarounds and known errors; Maximizing the number of successful changes; Restoring normal service as quickly as possible.

    Change Types

    • Most likely change type initiated as part of a service request management practice: a standard change.
    • Incorrect options: A change model; An emergency change; A normal change.

    Warranty Definition

    • A means of determining whether a service is fit for use.
    • Other options incorrect: A means of determining whether a service is fit for purpose; A means of identifying events that could cause harm or loss; A means of identifying a result for a stakeholder.

    Problem Management Phase

    • Phase that includes analyzing incidents for patterns and trends: Problem identification.
    • Incorrect options: Post-implementation review; Problem control; Error control.

    Guiding Principle Alignment

    • Benefit most aligned with "progress iteratively with feedback": The complexities of the service provider's IT systems are identified.
    • Incorrect options: Keep it simple and practical; Collaborate and promote visibility; Think and work holistically.

    Practice for Workarounds

    • Practice that includes management of workarounds and known errors: Problem management.
    • Incorrect options: Monitoring and event management; Service configuration management; Incident management.

    Incident Management Sentence

    • Missing word: "practice" should maintain log for logging and managing incidents

    Guiding Principle for Understanding Impact

    • Guiding principle for understanding impact of an altered element: Think and work holistically.
    • Other options incorrect: Start where you are; Keep it simple and practical; Focus on value

    Practice for Operational Communication

    • Practice that facilitates operational communication between service provider and consumer: Service desk.
    • Incorrect options: Service level management; Monitoring and event management; Relationship management.

    Organizations and People Dimension

    • Dimensions of service management: Organizations and people; and, Value Streams and Processes.

    Empathy in Practice

    • Practice most associated with empathy: Service desk.
    • Incorrect options: Change enablement; Service level management; Continuous improvement.

    Service Request Management Statement

    • Correct statement about service request management: Additional approval is sometimes needed for the restoration of service.
    • Incorrect options: A new workflow is created for each request type; Service requests are fulfilled using simple workflows; Financial authorization is sometimes required for service requests.

    Adapting ITIL Concepts

    • Feature most helpful for adapting ITIL concepts: Guiding principles.

    Activity of Problem Identification

    • Activity of problem identification: Analyzing the cause of problems.
    • Incorrect options: Establishing problem workarounds; Analyzing information from software developers; Establishing potential permanent solutions.

    Guiding Principle for Building New Things

    • Guiding principle of not needing to build something new: Start where you are.
    • Other options incorrect: Progress iteratively with feedback; Think and work holistically; Focus on value.

    Focus on Value Guiding Principle

    • Guiding principle element that focuses on value: Understanding what services help the service consumer.
    • Other options incorrect: Reducing the number of steps in the customer experience; Assessing services to identify parts that can be reused; Identifying activities that can be achieved in smaller iterations;

    Guiding Principle and Silo Activity

    • Guiding principle that discourages 'silo activity': Think and work holistically.
    • Other options incorrect: Start where you are; Keep it simple and practical; Focus on value.

    Practice with Technologies

    • Practice that uses technologies like intelligent telephony, knowledge bases, and monitoring tools: Service desk.
    • Other options incorrect:Deployment management; Service configuration management; Problem management.

    Service Level Management Skill

    • Required skill for service level management: Technical expertise.
    • Other options incorrect: Supplier management; Event monitoring; Problem management.

    Outcome Statement

    • Correct outcome statement: Outcomes give service consumers assurance of products or services.
    • Other options incorrect: Outcomes use activities to produce tangible or intangible deliverables; Outcomes help a service consumer to assess the cost of a specific activity.

    Practice Handling User Demands

    • Practice that handles predefined user requests: Service request management.
    • Other options incorrect: Deployment management; Change enablement; Service configuration management.

    Value Creating Activities Statement

    • Correct statement about value creating activities: Each value stream should be designed with a specific combination of service value chain activities.

    Missing Word in Sentence

    • Missing word: "activities"

    Prioritizing Incidents

    • Most important reason for prioritizing incidents: To ensure that incidents with the highest impact are resolved first.
    • Other options incorrect: To ensure that user expectations are realistic; To provide links to related changes and known errors; To help information sharing and learning.

    Managing Risks Practice

    • Practice that manages risks of confidentiality, integrity, and availability: Information security management.
    • Correct option: Information security management.
    • Other options are incorrect: Change enablement; Problem management; Service configuration management.

    Knowledge Base Dimension

    • Dimension that includes knowledge bases: Information and technology.
    • Other options incorrect: Organizations and people; Partners and suppliers; Value streams and processes.

    Cause of Incidents

    • Cause of one or more incidents: A problem.
    • Other options incorrect: An incident; A configuration item; A workaround.

    Guiding Principles Statements

    • Correct statements about guiding principles: Organizations should decide which one of the guiding principles is relevant to them; Organizations should consider how the guiding principles interact with each other; The guiding principles support continual improvement.
    • Statement incorrect: Each guiding principle applies to a selection of the available stakeholder groups.

    Customer Definition

    • Part of customer definition: The role that defines the requirements for a service.
    • Other option incorrect: The role that authorizes budget for service consumption; A set of specialized organizational capabilities for enabling value;

    Practice Ensuring Effective Service Delivery

    • Practice that ensures effective service actions: Service level management.
    • Other options incorrect: Service request management; Incident management; Problem management

    Missing Word Definition

    • Missing word in the sentence: A change.
    • Other options incorrect: A problem; a configuration item; a risk.

    Guiding Principle for Eliminating Unnecessary Work

    • Guiding principle that recommends eliminating unnecessary work: Keep it simple and practical.
    • Other options incorrect: Think and work holistically; Start where you are; Progress iteratively with practical feedback.

    Practice for Managing Components

    • Practice for managing components in IT delivery: IT asset management.

    Artificial Intelligence Dimension in Service Management

    • Dimension related to AI in service management: Information and technology
    • Other options incorrect: Organizations and people; Partners and suppliers; Value streams and processes.

    Missing Word in Sentence

    • Missing word "requirements"

    Value Chain Activity Definition

    • Value Chain Activity definition: It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations;

    Statement about Standard Changes

    • Statement about standard changes: The change does not require additional authorization.

    Continual Improvement Activities

    • Continual improvement activities include prioritizing and creating business cases for improvement initiatives; improving relationships with and between stakeholders, and handling complaints and compliments from users.

    Deployment Management Purpose

    • Purpose of Deployment management: Make new services and features available for use.

    Monitoring and Event Management Purpose

    • Purpose of Monitoring and event management: To restore normal service operation as quickly as possible.

    Guiding Principle for Optimizing and Automating activities

    • Correct statement about optimize and automate guiding principle: Activities should be automated before they are optimized.

    Value Proposition Costs

    • Value proposition costs are the benefits, usefulness, and importance of the service that are perceived by the service consumer, and the money the service consumer no longer needs to spend because they are using the service.

    Practice Involved in Unplanned Maintenance

    • Most likely practice for unplanned maintenance: Incident management.

    Relationship Management Practice Purpose

    • Purpose of relationship management: Setting clear business-based targets so the delivery of a service can be properly assessed.

    Engage Value Chain Activity

    • Engage value chain activity ensures that stakeholder expectations for quality are met; ensuring that service components are available when needed; ensuring that stakeholder needs are understood; and ensuring that services operate to meet agreed specifications.

    Financially Valuelable Component in Service Delivery

    • Financially valuable component: An IT asset.

    Low Risk Change Definition

    • Low risk, pre-approved change: a normal change.

    Service Level Management Activity

    • Service level management activity: Understanding the ongoing requirements of customers.

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    Description

    Test your knowledge on continual improvement models, problem management, change types, and service warranties. This quiz covers key concepts and correct statements, aiding your understanding in service management practices.

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