Service Management Question and Answers

 1. A company is delivering 'Platform (X)' as service of the customer . Who should define the platform as provisioning process and interface protocols?
a. Platform team lead
b. Service manager
c. Service delivery manager
d. Service manager in consultation with consumers, Platform team lead, and service delivery manager.         

2.  What best explains relationship between incident management and change management?
a. Failed changes cause incidents and failed incident lead to changes
b. Incidents may be caused due to changes and changes may be raised to solve incidents  
c. Changes must be cause incidents and changes must be raised to resolve incidents
d. There is no relationship between incident and changes.

3.  What are the characterisitcs of facts when determining root cause ?
a. Facts should be non tamperable
        b. Facts are visisble
c. Both Option 1 and Option 2    
d. Facts can vary based on individual thinking

4.  Under which type of policy does the statement belong to "technology service owner review the root cause for problem record" ?
a. Entitlement policy
b. Organization policy   
c. Escalation and communication protocol
d. Emotional quotient

5. When evaluating the root cause, we need to ensure that the quality of the root cause should contain 
a. At least task control failures
b. Mandatory Organization control failures
c. At least reason for component failures   
d. At least management control failures

6.  One of the significant challenges observed during the deployment phase of change is 
a. Better alignment of IT service to actual business needs     
b. Lack of ownership of impacted service
c. Lack of visibility of communication of changes
d. Time spent in getting changes approved.

7. Which of the following is not valid change type ?
a. Normal Change
b. Random Change     
c. Emergency Change
d. Standard Change

8. Which of the following artefacts should be considered FIRST during any process practice or procedure definition?
a. Education and communication protocols
b. Service level agreements
c. Criteria and Interface protocols
d. RACI and work flows 

9. Which of the following questions and should be asked first when starting to resolve a incident ?
a. What is the priority of the incident 
b. Who are the impacted users
c. What is the start time of the incident
d. What is the impact 

10. Too many problems has been closed as "root cause not found". What is the best course of action to be taken and by whom?
a. Tower Lead - review vendor contract agreement
b. Problem manager - have a review with team.
c. Team member - under go training on problem management techniques training
d. Service delivery manager - understand the risk of problems with unknown root cause in the environment

11. A large number of problems piled up in a Company queue pending RCA completion. Most of them are awaiting customer response for more than 90 days. What should be your approach?
a. As they are vendor dependent, we do not lose on SLA credit. Ignore them.
b. As the incident have not reoccured for 90 days, take a blanket approval from customer to close all incidents at once.
c. Request customer to corodinate with vendor as vendor owns the contract.
d. SDM creates a technology and operations risk register and evaluates the risk of the open problem records with the customer.    

12. Which of the following parameters is NOT a factor for evaluating risk of change ?
a. Capability of team deploying the change
b. Frequency of change
c. Deployment mehtodology adapted  
d. Components undergoing change

13. Similar password reset requests are taking 40 minutes to 8 hours to resolve for a customer. The SLA for such requests is 16 hours, What approach should the service manager take?
a. Determine and address the root cause of the variation.  
b. Do nothing as SLAs are not impacted
c. Establish standard operating procedure for password reset
d. Automate password reset task as it is routine task  

14. Team lead found that too many problems has been closed  by this team as "root cause not found". Upon the enquiry he understood that old problem records that are being closed as root cause not found becuase his team does not have bandwidth to perform root cause. As team lead what should he do ?
a. Inform tower lead not to close problem record.
b. Seek advise from the problem manager - have review with the team. 
c. Convey the information to customer on behalf of his team.
d. Connect with service delivery manager - understand the risk of problems with unknown root cause in the environment.

15. New team members are joining the project. Who should take care of training them on the customer specific operational processes. ?
a. module/ tower leads
b. service management team.
c. project management office of the account.
d. customer

16. The resolving team is complaining about delays from earlier teams in routing incidents. As a result they are unable to resolve incident in a timely manner.What would be your advise as a consultant ?
a. Create audit log entries for activites performed and generate reports on audit log timestamp.
b. Give resolver teams SLA credit   
c. Site the limitations of the tools and live with the problems
d. requests teams to create a new incident each time the issue escalted to new technical team.

17. Which of the following must be dominant attitude of support staff when resolving incidents ?
a. Control bound decision making   
b. Risk based decision making
c. Fact based decision making
d. Time bound decision making

18. A KEDB Record and SOP document were created after major incident to guide the team in future. if similar case re-occured. The team successfully followed the SOP 40 similar instamces however on one instance was missed which lead an outage of 24 hours. Should we perform the root cause ?
a. No it is a single instance, ignore it.
b. Yes, understand what caused the SOP execution failure.  
c. Yes, redocument the known error.
d. No, as the known error is already documented.

19. To facilitate early releases, quality standards can be reduced to save time. Choose the correct option?
a. Products must be delivered to highest quality hence there should not be any compromise on quality.
b. We need to ensure that products are launched as per the commited dates and hence quality can be compromised.
c. Risk must be thoroughly evaluated and balanced business risk decision must be taken in alignment with business objectives 
d. Deploy the changes and incases of any issues immediately redeployed the tested code after 5 days.

20. what is the first step of continual process improvement ?
a. Develop plan for improvement.
b. Review process guides
c. Confirm what is the vision.
d. Assess where you are.    

21. VIP user to make changes to the live network firewall. How should support team proceed for with the change?
a. Raise a change record and follow complete approval process before implementing the network firewall change. 
b. Raise a change request for the purpose of documentation only.
c. Change request need not to be raised.
d. As the request is from the VIP user, implement the request without approval process.

22. Some of the adhoc tasks performed by the change manager are ?
a. Identifying the change process improvement
b. Publishing change notifications during the deployment. 
c. Hosting CAB meetings
d. Identifying the standard changes.

23. What should be the default practise for "failed changes" in an ideal world ?
a. Retain for fix later
b. Rollback full change
c. Fix forward
d. Rollback failed components     

24. Where detailed design of process specific service level agreement (SLA) should be documented ?
a. In respective process guide reference and understandable  
b. service level management process guide
c. in document as said by customer

25. What is the bare minimum requirements to be considered while defining a process ?
a. SOX
b. GDPR   
c. Law of Land 
d. ITIL best practices