1. An organization is transitioning to a new customer relationship management system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources.
Which stakeholder’s support for this initiative is MOST needed to obtain necessary resources and overcome concerns?
A. Director of Sales
B. Service Level Manager
C. Information Security Manager
D. Call Centre Manager
Answer: A
2. A service provider has developed a strategy to increase its revenue by launching a new cloud storage service. This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?
A. Average number of storage access failures per month
B. Increase profit by launching new wi-fi services into new geographic markets
C. Achieve a 10% increase in service requests fulfilled in the target time
D. Design and implement new infrastructure by the end of quarter 2
Answer: D
3. When planning a new service, which three factors should be considered when defining the value that the service will create?
A. Efficiency. effectiveness and outcomes
B. Measures, methods and metrics
C. Cost. risks and outcomes
D. Goals, success factors and key performance indicators
Answer: C
4. Which type of plan would outline the organizational vision for a multi-year infrastructure expansion?
A. Tactical
B. Project
C. Operational
D. Strategic
Answer: D
5. In an organization, IT teams are working on documented, structured and systematic processes for all customer-facing work.
Which concept is this an example of?
A. A control
B. A balanced scorecard
C. A method
D. A risk
Answer: C
6. What is the difference between a policy and a control?
A. A policy is a type of control that states what management expects
B. A control is a type of policy that directs staff behavior
C. Policies focus on organizations and people, controls focus on information and technology
D. Policies are defined by governance, controls are defined by management
Answer: A
7. An organization recently established a service management office (SMO) to promote and enable continual improvement throughout the SVS. The members of the SMO are discussing the role of the office in continual improvement across the organization.
Which is the BEST description of the role of the SMO in this situation?
A. The SMO should be the central point of responsibility for the identification, proposal, and implementation of all improvements
B. The SMO should ensure that everyone in the organization is empowered and trained to identify and propose improvements
C. The SMO should focus on the improvement of the ‘continual improvement practice
D. The SMO should ensure that every improvement initiative strictly follows the steps in the ITIL ‘continual improvement model‘
Answer: B
8. An organization has determined that a significant percentage of incidents have delayed resolutions because they are escalated to the wrong team, and need to be reassigned before they can be resolved. They plan to improve the flow of work by improving the accuracy of incident escalation.
What is this an example of?
A. Collecting feedback
B. Elimination of waste
C. Addressing the four dimensions
D. Organizational change management
Answer: B
9. A small service provider is experiencing growth and success. Currently, all important decisions are made by a small executive group. This creates delays because some members of the group are often unavailable.
Which is the BEST approach for establishing an authority structure for decision-making within the service provider organization?
A. Refer decisions to line managers, who will escalate cases to the executive group when appropriate
B. Ensure that technical decisions are made by the operational staff who can define the Risks
C. Keep high-risk decisions within the executive group, but define a policy for delegating other decisions
D. Allow people to make decisions about their work, and use training and automation to mitigate the risks
Answer: C
10. Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?
A. Direction
B. Planning
C. Improvement
D. Vision
Answer: C
11. A project team recently delivered a new service on time and to specification. However, the team encountered a number of issues during the project that resulted in an increase in the resources utilized. The project is about to close and the project team will immediately move on to the next project.
Which is the BEST way to avoid similar issues in the future?
A. Create a lessons learned report when closing the project
B. Complete a SWOT analysis before starting the next project
C. Conduct a customer satisfaction analysis at the end of the project
D. Develop a stakeholder communication plan before starting the next project
Answer: A
12. An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.
What would be a suitable SMART KPI for measuring this improvement?
A. A significant number of user interface improvements implemented over the next six months
B. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months
C. Customer satisfaction with the application measured by using net promoter score increases by 5% each year
D. Usability of the application evaluated by the application manager improves from “poor” to “good” over the next six months
Answer: B
13. A service provider has experienced a number of problems to their cloud storage service that have caused service outages. Problem management have successfully identified the cause of each incident but further improvements to the service are considered necessary.
Which is the BEST example of using the ‘continual improvement model’ to guide improvements to the service?
A. Use the model to identify and compare improvements to the ‘problem management’ practice
B. Use the model to identify and prioritize improvements to the cloud storage service
C. Use the model to restore and recover the cloud storage service each time the service fails
D. Use the model to assess and authorize changes to improve the cloud storage service
Answer: B
14. Which describes ‘scope of control?
A. The content of a service improvement plan
B. The set of risks that are owned and assessed by a department manager
C. The extent to which a manager can direct the actions of team members
D. The number of managers to whom an individual must provide regular reports
Answer: C
15. A retailer is considering introducing a new virtual reality feature to its online presence. Recognizing this is a significant effort requiring new skills and technology, the CIO has asked the operations manager to assess the impact to the organization.
Which assessment method would work BEST in this situation?
A. Customer satisfaction analysis
B. Gap analysis
C. SLA achievement analysis
D. Process maturity assessment
Answer: B
16. An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization’s objectives.
How can the organization ensure that all IT activities are aligned with the organization’s objectives?
A. Put compliance controls in place to ensure that all centers of expertise are following the same practices
B. Prioritize risk mitigation strategies in alignment with the organization’s risk appetite
C. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
D. Collect feedback from both organizational and IT leadership from each region
Answer: C
17. A manager is planning which interfaces will be needed across the value stream when a new service is created.
Which of these steps should be carried out FIRST?
A. Identify tools that will be used to develop and deploy the service
B. Identify practices that will be used to create and manage the service
C. Identify utility and warranty requirements for the service
D. Identify and involve stakeholders in the service
Answer: D
18. In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams.
The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
A. Ensure that any identified exceptions are excluded from the policy to improve clarity
B. Ensure that all teams involved in incident resolution collaborate in the development of the policy
C. Implement the policy for service desk staff before informing other affected support teams
D. Engage with stakeholders to ensure that as much detail as possible is included in the Policy
Answer: B
19. Which BEST describes a value stream?
A. Steps that add value to a unit of work being processed in the service value chain
B. The way an organization applies specific resources to tasks
C. A flexible and simple guide that supports improvement initiatives
D. A structured approach to organizational change, so that staff members feel valued
Answer: A
20. As a result of feedback from customers received at regular service reviews, an organization with a large number of users is migrating an important IT service to a cloud service provider. The service functionality and the user interface will not change, but the availability and performance should improve.
Which communication plan is MOST appropriate?
A. Launch the project using a self-help portal to ensure maximum coverage; ensure the same message gets to customers and users
B. Discuss the impact of the changes on the customers at the next service review; send users an email detailing change dates and the expected benefits
C. Explain the benefits to customers in an email; hold discussions with users to explain the changes
D. Launch the upgraded service then discuss its effects at a future service review; use the service desk to deal with any user issues
Answer: B