QUESTION 1
How does the incident management practice minimize the negative impact of incidents?

A. By limiting users’ access to impacted services
B. By requesting users to submit new workarounds
C. By restoring normal service operation as quickly as possible
D. By always closing incident records within 48 hours

Correct Answer: C
QUESTION 2
Which is considered an incident?

A. Quick restoration of normal operation
B. An unplanned interruption to a service
C. Improvement in the quality of a service
D. Developers having to test software products

Correct Answer: B
QUESTION 3
Which of the following statements is CORRECT about pre-defined resolution procedures?

A. Pre-defined resolution procedures are most useful when dealing with recurring incidents
B. Pre-defined resolution procedures are most useful when it is impossible to define an expert area and group
C. Pre-defined resolution procedures are most useful when defined groups of experts fail to find a solution
D. Pre-defined resolution procedures are most useful when where the exact nature of the incident is unknown

Correct Answer: A
QUESTION 4
Which is a negative effect of applying workarounds?

A. Increased resolution time
B. Increased technical debt
C. Increased business impact
D. Increased automation

Correct Answer: B
QUESTION 5
Which types of incidents do NOT usually require an individual review upon resolution?

A. Recurring incidents
B. Major incidents
C. New types of incidents
D. Incidents not resolved in time

Correct Answer: A
QUESTION 6
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed CIs and/or services?

A. Incident diagnosis
B. Incident classification
C. Incident resolution
D. Incident detection

Correct Answer: B
QUESTION 7
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statements is CORRECT?

A. Incident management should be involved in all value streams
B. Only the incident management value stream can trigger restoration of normal service
C. Incident management can be involved in other value streams
D. Incident management should be included in the request fulfilment workflow

Correct Answer: C
QUESTION 8
An organization is having issues with their incident management practice. It wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. Which of the following statements is CORRECT?

A. Teams that share responsibility cannot have only one person that sees an incident through to resolution
B. Teams that share responsibility should celebrate heroes and should not share successes and failures
C. Teams that share responsibility should be encouraged to engage experienced people in the process
D. Teams that share responsibility should bounce incidents between them and other teams

Correct Answer: C
QUESTION 9
How is service configuration management system used for incident handling and resolution?

A. It helps to detect incidents
B. It supports incident classification
C. It helps to manage incident records
D. It supports collection of user’s feedback

Correct Answer: B
QUESTION 10
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A. It is not important to ensure third parties’ adherence to organization’s policies.
B. It is not important to integrate third parties into incident information exchange workflows.
C. It is important to ensure that third parties adhere to the incident management policies established by their customers.
D. It is important to ensure that third parties design their incident management processes as a copy of their customers’ processes.

Correct Answer: C
QUESTION 11
An organization is in the process of improving its incident management practice. It wants to make sure it does not overcomplicate the practice. Which of the following suggestions is the BEST for the organization to achieve that objective?

A. Start with the most critical services and implement a basic incident workflow
B. Start with the least critical services and implement a basic incident workflow
C. Start with the most critical services and implement a detailed incident workflow
D. Start with the least critical services and implement a detailed incident workflow

Correct Answer: A
QUESTION 12
Which incident management capability criteria must be fulfilled to achieve capability level 5?

A. The users and other relevant stakeholders know how to report incidents and report them as soon as possible
B. Incidents are usually detected immediately after they occur
C. The effectiveness of incident detection is regularly reviewed and continually improved
D. Incidents are usually resolved in the quickest possible way

Correct Answer: C
QUESTION 13
It is important for a service provider to understand users’ feelings, emotions, and needs. Which service capability supports this?

A. Assurance
B. Service empathy
C. Omnichannel communication
D. Moment of truth

Correct Answer: B
QUESTION 14
Which is a practice success factor for the service desk practice?

A. Enabling and continually improving effective, efficient, and convenient communications between the service provider and its users
B. Overcoming the challenge of the limited scalability of voice and video call channels
C. Enabling and continually improving effective, efficient, and convenient communications between the service desk and its staff
D. Ensuring that multichannel communication is used and improved wherever possible

Correct Answer: A
QUESTION 15
How can partners and suppliers support the service desk practice?

A. By providing change enablement tools
B. By providing trained resources to work in service desk teams
C. By outsourcing the development of IT services
D. By providing consultancy on how to customize the IT services

Correct Answer: B
QUESTION 16
Which of the following describes the purpose of the service desk practice?

A. To ensure that the demand for incident resolution and service requests is captured
B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

D. To systematically observe services and service components, and record and report selected changes of state

Correct Answer: A
QUESTION 17
Which of the following automation tools will help to integrate service desk with other practices in the service provider’s value streams?

A. Survey tools
B. Workflow management tools
C. Reporting tools
D. Work prioritization tools

Correct Answer: B
QUESTION 18
An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?

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

Correct Answer: A
QUESTION 19
Which of the following is an input to the ‘user query handling’ process?

A. Improvement initiatives
B. Categorized user queries
C. Recorded and categorized user queries
D. Guidelines and procedures for triage

Correct Answer: D
QUESTION 20
An organization is designing a value stream for communicating planned outages to users. At which step in value stream mapping will the user’s expectations regarding communicating planned outages be identified?

A. Using the ‘to be’ value stream map to plan improvements
B. Define the purpose of the value stream
C. Create a ‘to be’ value stream map
D. Do the service value stream walk

Correct Answer: B