Practice Test Questions

Questions based off of wrong practice test answers from Jason Dion and Cybervista

What are the 3 phases of problem management?

1. Problem identification

2. Problem control

3. Error control

How does service request management contribute to the “improve” value chain activity?

It It analyzes data to identify opportunities to provide new service request options.

What are service level agreements used for?

a) To measure the performance of services from a customer’s point of view.

b) To measure the performance of the service availability

c) To measure the performance of the service capability

d) To measure the performance of the service from the service provider’s point of view.

Answer: a

Service level agreements are used to measure the performance of services from a customer's point of view.

They may measure availability and capability, but only from the customer's point of view.

What is the key message of “progress iteratively with feedback“?

To resist the temptation to accomplish everything at once.

By organizing work into smaller, more manageable sections that can be executed and completed in a timely manner, it’s easier to maintain a sharper focus on each effort.

What is the key message of “keep it simple and practical“?

If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it.

In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s).

Always use outcome-based thinking to produce practical solutions that deliver results.

What is the key message of “optimize and automate“?

Focus on utilizing resources of all types, particularly HR, to their best effect.

Eliminate anything that’s truly wasteful and use technology to achieve whatever it’s capable of.

Human intervention should only happen where it really contributes to value.

What is the key message of “focus on value“?

Focus on everything an org needs to do to map, directly or indirectly, to value for the stakeholders.

It encompasses many perspectives, including the experience of customers and users.

What are blue/green releases?

They sue 2 mirrored production environments.

Users can be switched to an updated environment through the use of network tools that connects them to the right environment.

Alert

A warning that a thershold has been reached, something has changed, or a failure has occurred.