PART $1$ Multiple Choice Theory

ANSWER ALL QUESTIONS

$(20$ marks allocated to this part$)$

$1.$ Which of the following is not a dimension of service management?

a$.$ Value streams and processes

b$.$ Partners and suppliers

c$.$ Organisations and people

d$.$ Best$-$practice frameworks and standards

$2.$ What is a Service Management System according to ISO$/$IEC$20000?$

a$.$ Coordinated set of policies, processes, organizational structure, people, to manage services

b$.$ A holistic approach to which outlines the dimensions of service management

c$.$ A flexible, coordinated and integrated system for the effective governance of IT Service

d$.$ A set of specialised organisational capabilities for enabling value for customers

$3.$ Which BEST describes the purpose of the 'improve' value chain activity?

a$.$ To organize a major improvement initiative into several smaller initiatives

b$.$ To make new and improved services and features available for use

c$.$ To ensure a shared understanding of the vision and improvement direction for all products and services

d$.$ To continually improve all products and services across all value chain activities

$4.$ Which includes governance, management practices, and continual improvement?

a$.$ The service value system

b$.$ The 'deliver and support' value chain activity

c$.$ The 'focus on value' guiding principle

d$.$ The 'value stream and processes' dimension

$5.$ Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

a$.$ Plan

b$.$ Improve

c$.$ Design & transition

d$.$ Deliver & support

$6.$ What describes how components and activities work together to facilitate value creation?

a$.$ Guiding principles

b$.$ The four dimensions of service management

c$.$ The service value system

d$.$ A service relationship

$7.$ Which is a recommendation of the guiding principle 'think and work holistically'?

a$.$ Conduct a review of existing service management practices and decide what to keep and what to discard

b$.$ Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

c$.$ Review service management practices and remove any unnecessary complexity

d$.$ Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

$8.$ Which guiding principle considers customer and user experience?

a$.$ Collaborate and promote visibility

b$.$ Focus on value

c$.$ Start where you are

d$.$ Keep it simple and practical

$9.$ What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

a$.$ Restricting information about the improvement to essential stakeholders only

b$.$ Increasing collaboration and visibility for the improvement

c$.$ Involving customers after all planning has been completed

d$.$ Engaging every stakeholder group in the same way, with the same communication

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$10.$ Guiding principles should be considered when?

a$.$ Only in relationships with all stakeholders

b$.$ Only in specific initiatives where the principle is relevant

c$.$ Only in specific stakeholder relationships where the principle is relevant

d$.$ In every initiative

$11.$ Which of the statements below describes the relationship between ITIL and FitSM Best?

a$.$ FitSM and ITIL is not different they are both ITSM frameworks.

b$.$ FitSM is a light$-$weight ITSM standard and ITIL is a comprehensive ITSM framework

c$.$ FitSM have processes while ITIL have no processes.

d$.$ FitSM is European based whilst ITIL is UK based

$12.$ Which is NOT a practice described in ITIL?

a$.$ General management

b$.$ Strategic management

c$.$ Service management

d$.$ Technical management

$13.$ "The organisational structure supporting the delivery of services shall be identified, including a potential federation structure as well as contact points for all parties involved", is a requirement specified for which ITSM process in FitSM?

a$.$ Service Level Management

b$.$ Capacity Management

c$.$ Portfolio Management

d$.$ None of the above

$14.$ Which process in FitSM "shall have access to relevant information including known errors, workarounds, configuration and release information"?

a$.$ Problem Management

b$.$ Incident and Service Request Management

c$.$ Availability Management

d$.$ Information Security Management

$15.$ According to FitSM, "The deployment of new or changed services and service components to the live environment shall be planned with all relevant parties including affected customers". Which process will take care of this?

a$.$ Configuration Management

b$.$ Change Management

c$.$ Release and Deployment Management

d$.$ Project Management

$16.$ When talking about progressive IT practices, which came first?

a$.$ Lean

b$.$ Agile

c$.$ ITIL

d$.$ DevOps

$17.$ How do we determine what value is in Lean?

a$.$ The financial value of transactions

b$.$ The cost of providing a product or service

c$.$ The market potential for a product or servi