QUESTION 21
An organization is improving its service desk practice. How should the organization use the guiding principle ‘start where you are’?

A. Standardize operations and automate processes where possible
B. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
C. Establish a clear communication channel but use the procedures that are currently available.
D. Gradually implement new service desk channels and tools

Correct Answer: C
QUESTION 22
Which activity of the ‘service desk optimization’ process ensures that change requests are raised where necessary?

A. Service desk improvement communication
B. Service desk review
C. Triage the user query and initiate the appropriate activities
D. Service desk improvement initiation

Correct Answer: C
QUESTION 23
What is part of the service desk agent role?

A. Planning the capacity and performance of the service desk team
B. Ensuring the workload balance between the service desk activities and involvement in other practices
C. Triaging user queries and taking appropriate action
D. Creating and maintaining a healthy work culture

Correct Answer: C
QUESTION 24
Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?

A. Acknowledge and record the user query
B. Information packaging
C. Triage the user query and initiate the appropriate activities
D. Validate the user query

Correct Answer: C
QUESTION 25
Which aspect of the service request management practice MOST helps to ensure that the practice is efficient?

A. Service request procedures are automated
B. Service request fulfilment is performed in line with the agreed procedures
C. Service request procedures are optimized
D. Service requests are fulfilled according to user satisfaction

Correct Answer: A
QUESTION 26
Which consumer role is the primary focus of the service request management practice?

A. Customer
B. User
C. Sponsor
D. Asset manager

Correct Answer: B
QUESTION 27
A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.

Which capability of the workflow management tool used for service request management is the MOST important to support this objective?

A. Available and convenient self-service
B. Affordable and flexible super-user role
C. Work hours planning and reporting
D. Support of end-to-end value streams

Correct Answer: C
QUESTION 28
A service provider receives negative feedback from users about fulfilment of some types of service requests. If a service request requires implementation of a change, it is often fulfilled with significant delays. What is the BEST way to improve this situation?

A. Review the fulfilment procedures to remove the need for change implementation
B. Review the service value stream to ensure effective integration of all involved
C. Automate the fulfilment procedures
D. Outsource the fulfilment procedures

Correct Answer: B
QUESTION 29
What is a key input to the service request fulfilment control process?

A. Service request queries
B. Fulfilled service requests
C. Policies and regulatory requirements
D. User survey results

Correct Answer: C
QUESTION 30
The appropriate service request model is chosen as part of which activity of the ‘service request fulfilment control’ process?

A. Service request model initiation and control
B. Request categorization
C. Ad hoc fulfilment control
D. Fulfilment review

Correct Answer: B
QUESTION 31
If an organization’s service request management practice only partially achieves its purpose, which capability level of the ITIL maturity model is applicable?

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

Correct Answer: B
QUESTION 32
Which of the following BEST describes a service request?

A. A set of details about service requests which is made available to users

B. A standardized approach to the fulfilment of a service request type
C. A request from a user to initiate an agreed service action
D. A required functional component of the service request management practice

Correct Answer: C
QUESTION 33
Which activity is part of the ‘service request review and optimization’ process?

A. Selecting the appropriate service request model
B. Registering suggested improvements to service request models
C. Enacting the procedures to fulfil the request
D. Deciding on whether to fulfil exceptions to standard service requests

Correct Answer: B
QUESTION 34
A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?

A. Request categorization
B. Ad hoc fulfilment control
C. Service request model update communication
D. Service request model improvement initiation

Correct Answer: D
QUESTION 35
Which role or team usually performs the initial operational actions on service requests?

A. Service desk
B. Specialized technicians
C. Problem manager
D. Change manager

Correct Answer: A
QUESTION 36
Fulfilment of service requests can be constrained by third parties. Where can users and customers find information about these constraints?

A. Service level agreements
B. Service request catalogue
C. Service request model
D. CMDB

Correct Answer: B
QUESTION 37
What is a benefit of a health model?

A. It defines how events messages are processed and evaluated
B. It suggests actions to minimize negative impact of an event
C. It provides a list of prioritized monitoring objectives
D. It allows to monitor services from the user experience perspective

Correct Answer: D

QUESTION 38
Which practice provides ‘service health criteria’ as an input to the ‘monitoring planning’ process?

A. Service design
B. Availability management
C. Capacity and performance management
D. Service catalogue management

Correct Answer: B
QUESTION 39
Which monitoring and event management activity is MOSTLIKELY to involve partners and suppliers?

A. Providing information about how services that utilize internal and externally provided components, enable value for customers
B. Defining monitoring and event thresholds for all services delivered by the service provider
C. Providing consultancy on how to design and develop new IT services
D. Providing application programme interfaces (APIs) that integrate with the service provider’s monitoring and event management systems

Correct Answer: D
QUESTION 40
A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient ‘monitoring and event management capability?

A. Because the wrong stakeholders may have been consulted
B. Because most technology components include monitoring and event management capabilities by default
C. Because other components may be essential for the service to be available
D. Because it is important to monitor development and test environments

Correct Answer: C