1) What is defined as "the addition, modification, or removal of anything that could have a direct or indirect effect on services"?
a) A change
b) An event
c) An incident
d)Service provision
2)Which practice has a purpose that includes ensuring that the delivery of a service can be properly assessed, monitored and managed?
a) Service level management
b) Incident management
c)Deployment management
d) Service Desk
3)Which practice has the purpose of making new and changed services and features available for use?
a) Service request management
b) Change Control
c)Deployment management
d) Release management
4)Which practice has the purpose to encourage links between the organization and stakeholders?
a) Service level management
b) Supplier management
c)Relationship management
d) Continual improvement
5)Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
a) Relationship management
b) IT asset management
c)Release management
d) Service Desk
6) Identify the missing words in the following sentence.
A known error is a problem that has been ----------- and has not been resolved?
a) logged
b) analyzed
c) escalated
d) closed
7)Identify the missing words in the following sentence.
The purpose of the "information security management practice" is to ---------- the organizations information?
a) store
b) provide
c) audit
d) protect
8)Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
a) Service configuration management
b) IT asset management
c)Monitoring and event management
d) Service Desk
9)Identify the missing words in the following sentence.
The purpose of "service request management" practice is to support the agreed quality of a service by handling all -------------, user-initiated service requests in an effective and user-friendly manner.
a) emergency
b) pre-defined
c) manual
d) low-priority
10)Identify the missing words in the following sentence.
The purpose of "monitoring and event management" practice is to systematically observe ------------- and service components?
a) services
b) problems
c) users
d) incidents
11)Which does "supplier management" practice support?
a) Capturing demand for incident resolution and service requests
b) Alignment of the organization's services with business needs
c) Provision of seamless, quality products and services
d) Handling pre-defined, user-initiated service requests
12)Which practice has a purpose to ensures that accurate and reliable information is available when and where it is needed?
a) Service configuration management
b) Service level management
c) Release management
d) Service Desk
13)What is problem?
a) An addition or modification that could have an effect on services
b) Any change of state that has significance for the management of a configuration item
c)A cause or potential cause of one or more incidents
d)An unplanned reduction in the quality of a service
14)What term describes an unplanned reduction in the quality of a service?
a) Warranty
b) Problem
c) Incident
d) Risk
15)What is a configuration item?
a) An addition or modification that could have an effect on services
b) Any change of state that has significance for the management of a service
c)Any component that needs to be managed in order to deliver a service
d)A valuable component that can contribute to delivery of a service
16) Which practice has the purpose of aligning the organization's practices and services with changing business needs?
a) Continual improvement
b) Relationship management
c)Change control
d) Service level management
17)Which is the purpose of "service configuration management" practice?
a) To plan and manage the full lifecycle of all IT assets to help the organization to maximize the value and control costs
b) To maximize the number of successful IT changes by ensuring the risk have been properly assessed and the change authorized
c)To systematically observe services and service components, and record and report selected changes of state
d)To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
18)Which is the purpose of "service desk " practice?
a) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
b) To maximize the number f successful IT changes by ensuring risks are properly assessed
c) To capture demand for incident resolution and service requests
d)To set clear business-based targets for service performance
19)Which is the purpose of "monitoring and event management " practice?
a) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
b) To protect information needed by the organization to conduct its business
c)To systematically observe services and service components, and record and report selected changes of state
d)To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
20)Which is the purpose of "relationship management " practice?
a) To align the organization's practices and services with changing business needs
b) To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
c) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
d) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
21)The purpose of IT asset ----------- is to plan and manage the full life cycle of all IT assets.
a) Planning
b) Management
c) Control
d) Activity
22)What practice has a purpose that includes managing workarounds and known errors?
a) Release management
b) Incident management
c) Problem management
d) Service Desk
23)Which practice is responsible for moving components to live environments?
a) Release management
b) IT assest management
c) Change control
d) Deployment management
24)What is the definition of an event?
a) Any component that needs to be managed in order to deliver an IT service
b) Any change of state that has significance for the management of a configuration item
c)An unplanned interruption to a service or reduction or reduction in the quality of a service
d)Any financially valueble component that can contribute to the delivery of an IT product or service
25)What is the purpose of the " supplier management" practice?
a) To align the organization's suppliers and their performance are managed appropriately to suppport the seamless provision of quality products and services
b) To ensure the organization's practices and services with changing business needs through the ongoing identification and improvement of services
c)To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activites.
d)To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
26)What practice has a purpose that includes restoring normal service operation as quickly as possible?
a) Supplier management
b) Incident management
c) Problem management
d) Depoyment management
