QUESTION 1
The configuration manager is working with a team to design a value stream for resolving major incidents and wants to ensure that configuration management activities are included. The team has mapped the steps triggered by a call to the service desk and the subsequent activities and information flows. What should the team do NEXT?

A. Identify the scope of the value stream analysis
B. Define the purpose of the value stream
C. Reflect on the value stream map
D. Create a ‘to be’ value stream map

Correct Answer: C
QUESTION 2
A consultant has recommended that a configuration management team uses ‘workflow management and collaboration’ tools. How will these tools support service configuration management and its value for the organization?

A. Collect audit information about service components and validate relevant records in the CMDB
B. Allow configuration data from spreadsheets and databases to be combined and presented in a consistent manner
C. Enable engineers to access accurate information when performing steps in an incident resolution value stream
D. Analyse configuration information requirements

Correct Answer: C
QUESTION 3
An organization has created a configuration management team who regularly exchanges information with other practices. Which capability level of the service configuration management practice does this indicate?

A. Level 1
B. Level 2
C. Level 3
D. Level 4

Correct Answer: C
QUESTION 4
An organization has identified many situations in which manual updates of configuration data are required following incidents and changes. Which role will do this?

A. Configuration librarian
B. Resource custodian
C. Configuration manager
D. Resource owner

Correct Answer: C
QUESTION 5
A large IT service provider that has several sites is designing its service configuration management practice. Which approach to positioning the practice in the organizational structure should the service provider use?

A. Create a virtual configuration management team composed of technical specialists
B. Appoint a temporary configuration management team to set up the approach and policies
C. Distribute service configuration management responsibilities to existing staff members

D. Appoint a centralized dedicated team and involve configuration coordinators at each site

Correct Answer: D
QUESTION 6
A configuration manager needs a planned approach to ensure the CMDB is complete and suitable to use. What should the configuration manager use?

A. Service configuration model
B. Configuration item lifecycle model
C. Configuration audit
D. Configuration inventory

Correct Answer: C
QUESTION 7
The change manager is planning to integrate the change enablement practice with service configuration management. Which Two processes of service configuration management initiate changes that will be processed using the change enablement practice?
1. Managing a common approach to service configuration management
2. Capturing, managing and providing configuration information
3. Follow the Cl lifecycle model
4. Verifying configuration data

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: A
QUESTION 8
How can suppliers support the development of an organization’s configuration management practice?

A. Build tool interfaces that allow immediate access to the CMS for all new suppliers
B. Advise how the organization should replace their value streams with those of the suppliers
C. Advise about creating policies and the use of multiple tools
D. Advise how the exchange of configuration information with suppliers can be reduced

Correct Answer: D
QUESTION 9
An organization is designing its service configuration management practice. It has become apparent that there are many suppliers and partners who would benefit from the organization’s service configuration information, or could provide valuable configuration information to the organization. Which guiding principle should the organization follow in this situation to ensure effective exchange of the service configuration information?

A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Collaborate and promote visibility

Correct Answer: D
QUESTION 10
An organization is implementing methods of managing its configuration management system (CMS). It has automated the analysis of how stakeholders use the configuration management databases (CMDBs) and it has automated the verification of configuration information. What else should the organization do?

A. Introduce regular reviews to rationalize unused data
B. Acquire tools to check that data about CIs is correct
C. Use tools to investigate how teams utilize the CMDBs
D. Use manual techniques to identify errors in CMDBs

Correct Answer: A
QUESTION 11
An organization is reviewing a value stream for ongoing operation and maintenance. It is performing the step ‘do the service value stream walk’ and has identified the practices involved and their configuration information needs. What else should the organization do as a part of this step?

A. Identify any suppliers involved and their configuration information needs
B. Identify the business services related to the value stream
C. Identify the involvement of incident and problem management
D. Ensure that configuration information is available to stakeholders when needed

Correct Answer: A
QUESTION 12
An organization is aiming to ensure that the costs of providing configuration information are continually optimized. Which capability criterion helps to assess if this is achieved?

A. Technical specialists follow and like the rules of accessing the configuration information
B. The configuration manager knows who in the organization needs configuration information
C. The organization has appointed a service configuration manager
D. Product configuration information is available to engineers as and when needed

Correct Answer: D
QUESTION 13
A configuration coordinator is deciding what information to add to the CMDB. What approach should the configuration coordinator take?

A. Include all available information in the CMDB
B. Follow examples published by other organizations
C. Include information needed for the configuration management value stream
D. Ensure information benefits the organization

Correct Answer: C
QUESTION 14
An organization aims to optimize the costs of service configuration management by minimizing the time and effort spent by the staff on the practice activities. Which aspect of service configuration management should the organization improve to achieve this goal?

A. Hardware purchased to support the configuration management system (CMS)
B. Inventory of new and changed configuration items
C. Training required to implement the CMDB and the practice
D. Sustainability impact associated with the energy consumption of storing large amounts of data

Correct Answer: B
QUESTION 15
An engineer needs to know the details of the latest build of a product where will the engineer find this information?

A. Lifecycle model
B. Baseline configuration
C. Inventory
D. Configuration item

Correct Answer: B
QUESTION 16
Which service configuration management activity ensures that the correct procedures will be used to ensure that configuration data is complete, correct, and compliant?

A. Verify configuration data
B. Identify a Cl lifecycle model
C. Define and implement corrective actions
D. Compose and communicate a CMDB verification report

Correct Answer: A
QUESTION 17
What is the purpose of service configuration management?

A. To ensure that the organization verifies configuration data and it is complete, correct and compliant
B. To ensure that information about hardware, software and other resources and how they are related is accessible as and when needed
C. To oversee the service configuration management approach and lifecycle models
D. To manage financially valuable assets to contribute to the provision of an IT service

Correct Answer: B
QUESTION 18
A configuration manager wants to ensure they have understood the needs of everyone involved in configuration management. Which activity in the ‘managing a common approach to service configuration management” process will the configuration manager perform?

A. Communicate and integrate the service configuration management approach into the organization’s value streams
B. Analyse stakeholder requirements
C. Review and adjust the service configuration management approach and procedures
D. Define and agree the service configuration management approach

Correct Answer: C
QUESTION 19
A trusted supplier has requested access to an organization’s configuration management system (CMS). What approach should the organization take?

A. Agree that the supplier will make ad-hoc requests for information when required
B. Inform the supplier that access is not provided to external organizations
C. Agree with the supplier which information is needed and request authorization from information security manager
D. Provide access to the CMS in line with the agreed policies and procedures

Correct Answer: D
QUESTION 20
An organization is setting up service configuration management and wishes to understand the requirements and the types of components to be managed. Which tools should the organisation use?

A. Classification and analysis tools
B. Work planning and prioritization tools
C. Configuration management system tools
D. Knowledge management tools

Correct Answer: A