| 1. Which TWO types of processes will benefit the MOST from using 'robotic process automation'? 1. Highly complex processes 2. Predictive processes 3. Rules-based processes 4. High volume processes |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| (1) C |
| 2. An organization uses many different service providers. It has asked one of them to provide services while managing and coordinating the others. Which model does this situation describe? |
| A. Retained service integration B. Single provider C. Service guardian D. Service integration as a service |
| (2) C |
| 3. A service provider has SLAs for the services it provides to its customers. The customers are happy with the service, however the service level targets for customer satisfaction are not reliably met every month. Which is the BEST approach to resolve this situation? |
| A. Conduct a marketing campaign to improve the image of the service provider and its services B. Invest in service improvements to increase customer satisfaction C. Provide customers a report with the breakdown of the SLA results, so that the customers understand them better D. Review the SLA targets with customers to ensure they reflect the customer expectations for the services |
| (3) D |
| 4. A development team in a financial organization needs to help create and deliver a product that will be used by employees to ensure compliance with a new set of regulatory controls. What should they do FIRST? |
| A. Understand the project methodologies used in the organization B. Review how the service desk will use knowledge management C. Decide which tools will be used to store records of work D. Assess the skills and competences of the relevant IT staff |
| (4) D |
| 5. Which statement about 'information models' is CORRECT? |
| A. The level of detail recorded in 'information models' may vary between different business areas of the organization B. 'Information models' must be created using a standard structure and level of detail, common across the organization's industry C. Each technical specialist function in an organization is responsible for the creation and maintenance of its own 'information model' D. The 'information model' describes technology, but work practices are documented separately based on the details in the 'information model |
| (5) A |
| 6. An organization has made a review of the incidents it has logged during the last month. The review shows that 20% of the incidents have been classified as 'user error'. Which practice would help the organization to undertake a formal analysis and to establish the actions or measures needed to achieve a permanent resolution? |
| A. Problem management B. Knowledge management C. Service desk D. Monitoring and event management |
| (6) A |
| 7. An organization is designing a survey to assess the needs and expectations of its staff. What is this an example of? |
| A. CI/CD B. Integration and data sharing C. Customer orientation D. Employee satisfaction management |
| (7) D |
| 8. An organization has decided it needs new software. It is deciding whether to develop the software in-house or purchase it from a supplier. What is this an example of? |
| A. Build vs buy B. Managing work as tickets C. Service integration and management D. Prioritizing work |
| (8) A |
| 9. An organization sells its products online via a website. The website is maintained by an internal development team, with occasional assistance from a supplier. The organization experiences many incidents related to its website. What should the prioritization of incidents be based on? |
| A. The availability of the development team's supplier to resolve the incidents B. The impact on the organization's ability to sell its products C. The preference of the person or team raising the incident D. The order in which the development team is notified of the incidents |
| (9) B |
| 10. An IT organization is looking to share knowledge by highlighting success stories across the organization. These stories highlight how individuals and teams overcame challenges in complex and technically challenging situations. Which method would be BEST for sharing this knowledge? |
| A. Internal presentations, coaching, and brainstorming workshops B. Creating articles in the knowledge repository describing a detailed set of procedures to overcome each challenge C. Combining knowledge articles from important tool vendors and suppliers in the organization’s knowledge repository D. Asking staff to attend additional technical training, which can be used by individuals to create their own procedures |
| (10) A |
| 11. An organization is planning a large organizational transformation to prepare for next year. It is important to ensure that during the change and after it is complete, the organization has optimal workforce capacity and expertise. Which is the BEST approach for the workforce planning? |
| A. The workforce planning should identify the roles and associated knowledge that keep the organization functioning during and after the transformation B. The workforce planning should be postponed until the transformation is finished, and then identify the roles and associated knowledge that will keep the organization functioning C. The workforce planning should be focused on identifying the roles and competencies that are needed, until the transformation starts D. The workforce planning should identify the need for the workforce capacity to get the transformation done; skills and competencies are less important at the time of change |
| (11) A |
| 12. An organization would like to introduce a results-based approach to measurement and reporting for the team responsible for maintaining the website. Which of the proposed metrics is the BEST example of a results-based approach? |
| A. The average time taken to approve or reject change requests for the website B. The team's average response time to assigned incidents C. The average number of work hours per week reported by the team D. The availability of the website during the agreed service hours |
| (12) D |
| 13. An organization is reviewing the support of its IT services. Which is an example of an 'outside in' approach? |
| A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services B. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services C. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements D. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services |
| (13) B |
| 14. The users of a service contact a call centre via phone when they require assistance. Recently, user satisfaction has significantly reduced because of long waiting times experienced by users before they can speak to someone. The management of the service provider are looking at ways to reduce the queue. Which approach would be MOST LIKELY to meet this objective? |
| A. Measuring employee wellbeing to ensure that organizational outcomes are being met without damaging the health of the workforce B. Implement a new training programme for employees to enable more of them to have a 'T-shaped' or 'pi-shaped' skills profile C. Using a call distribution solution to automatically direct calls to the first available call centre agent instead of waiting for agents to select the next call D. Creating operating models to improve collaboration across multiple teams so that users' calls are resolved as quickly as possible |
| (14) C |
| 15. A service support agent adjusts support actions following a call from a frustrated user. Which concept is demonstrated by this behaviour? |
| A. Team culture B. Employee satisfaction management C. Customer orientation D. Positive communication |
| (15) D |
| 16. Which type of technology offers organizations the ability to manage service assets and to audit the delivery of work? |
| A. Integrated service management toolsets B. Machine learning C. Integration and data sharing D. Information models |
| (16) A |
| 17. A user working within the finance department of a small accounting is experiencing difficulties when compiling end of month reports. The user communicates these difficulties to their internal service provider. Which practice should the user engage with FIRST? |
| A. Service desk B. Service request management C. Incident management D. Service level management |
| (17) A |
| 18. An organization is moving from a process-based approach to a values-tream based approach for supporting a service. Which of these activities should they do FIRST? |
| A. Define service level targets for incident management and service request management B. Define the value that will be delivered in terms of outcomes supported and costs and risks managed C. Define the service desk structure that will be used D. Identify the main stakeholders who will be involved |
| (18) D |
| 19. An organization has launched a new service and has mistakenly assumed that the service desk staff are aware of the change and are ready to support the new service. What would have helped to avoid this situation? |
| A. A collaborative culture B. Integrated service management toolsets C. CI/CD D. Customer orientation |
| (19) A |
| 20. Which is an example of using a 'shift-left' approach to optimize password resets? |
| A. Allow users to reset their own passwords using an automated tool B. Escalate password resets to the access management team as a low-priority task C. Assign the highest priority to password reset requests to resolve them faster D. Encourage users to remember or safely record their passwords to reduce the number of password resets |
| (20) A |
| 21. An organization often experiences difficulties in production during the first few weeks of major application launches. This causes a decrease in the value delivered to customers because the services often have reduced availability and poor support during this period. The organization has decided to create teams of developers and operational staff to help improve the launches. This should also reduce the chance of any early decreases in performance. Which practice includes this activity? |
| A. Release management B. Monitoring and event management C. Deployment management D. Service validation and testing |
| (21) A |
| 22. An organization has failed to meet its targets for incident resolution times. Service desk analysts and incident resolution teams report that they do not have enough information about related open and closed incidents when diagnosing and resolving incidents. How would the 'incident management' practice help to resolve this situation? |
| A. Be analyzing historic incident data to identify incident trends B. By providing a mechanism to match open incidents with historic incidents, known errors and workarounds C. By monitoring services to identify events and potential problems before users are affected D. My publishing a change schedule to help identify causes of incidents |
| (22) B |
| 23. Which concept considers barriers that prevent new suppliers from emerging? |
| A. Prioritization B. The organizational structure C. The sourcing strategy D. An information model |
| (23) C |
| 24. An organization is changing its approach to creating new services. To make it a more collaborative and user-focused approach it has decided that one of its key priorities will be to understand how the service might be used. Which step in design thinking would MOST contribute to this? |
| A. Ideate B. Test C. Empathize D. Define |
| (24) C |
| 25. A software development team has changed an application and installed the new version in the production environment. Later they will work with the sales and marketing departments to decide how to communicate about this application. Which practice includes the activity they have already completed? |
| A. Software development and management B. Release management C. Service validation and testing D. Deployment management |
| (25) D |
| 26. Which is the BEST organizational context for the introduction of the swarming method? |
| A. An organization is focused on measuring unit costs of work, and needs to understand the costs allocated to each support team to improve efficiency B. An organization likes to measure and evaluate the contributions of individual employees to encourage accountability for actions C. An organization relies on the efforts of a few individuals who work beyond their contracted duties and have strong opinions on how work should be done D. An organization has a matrix structure, with cross-functional reporting lines and employees with multiple skill sets |
| (26) D |
| 27. An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of? |
| A. An agile approach B. Shift left C. Value stream mapping D. Workforce planning |
| (27) C |
| 28. An organization has introduced targets to increase the productivity of employees and to improve regulatory compliance. When prioritizing incidents, which type of techniques should be used? |
| A. Techniques based on resource availability or quality B. Techniques based on economic or financial factors C. Techniques based on age of work items D. Techniques based on source or type of demand |
| (28) A |
| 29. An organization has been experiencing problems with the version control of its applications. It has decided to establish a more formal approach to storing and managing software, and to invest in better tools to manage the repositories and package creation. Which practice includes these activities within its scope? |
| A. Release management B. Software development and management C. Service design D. Service validation and testing |
| (29) A |
| 30. Which concept is PRIMARILY concerned with the dynamics of groups of people working together and their commitment to interacting with each other to achieve shared goals? |
| A. Employee satisfaction measurement B. Organizational structure C. Customer orientation D. Team culture |
| (30) D |
| 31. An organization wants support for an application to be delivered by a third party. It is important that the third party has the same language and culture as the users. Which sourcing option should be used? |
| A. Insourcing B. Offshoring C. Onshoring D. Nearshoring |
| (31) C |
| 32. What is a benefit of 'shift-left'? |
| A. An improvement in the analysis of data that is difficult for humans to process B. The ability to predict the future state of a metric or situation C. A reduction in the cost of managing incidents D. The enforcement of processes that facilitate the co-creation of value |
| (32) D |
| 33. Which is a benefit of data analytics? |
| A. An improvement in the consistency, reliability, predictability, and cost-efficiency of processes B. An increase in the speed of delivery through the optimization of the flow from development to production C. The ability to align the interfaces in a supply chain and to manage suppliers more effectively D. The ability to make informed business decisions and to prove or disprove hypotheses |
| (33) D |
| 34. An organization has been experiencing a large volume of complaints from customers regarding the speed of service when they contact the service desk team by phone. The customers often comment that the service desk agents are spending a lot of time capturing information for tickets. Which concept or approach would help to address this situation? |
| A. Managing work as tickets B. Swarming C. Integration and data sharing D. Workforce planning and management |
| (34) C |
| 35. Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working? |
| A. Organizational structure B. Employee satisfaction measurement C. Customer orientation D. The value of positive communications |
| (35) A |
| 36. An organization has struggled to implement an effective continual improvement culture. Improvement activities are implemented when they are needed, and some teams are more committed to continual improvement than others. Which is the BEST example of how the organization could improve its continual improvement culture? |
| A. Create a system in which all IT staff are able to log and track their improvement ideas B. Arrange for senior managers to have frequent meetings to work on improvement activities C. Focus improvement activities on products and services that are critical for the business D. Enable stakeholders, including staff, to experiment with new ideas without fear of criticism |
| (36) B |
| 37. A software development team is planning to develop new applications and services. They will need contributions from various practices to achieve this. How should these practices be combined? |
| A. Each practice should define the outputs it will produce and the required inputs it needs to succeed B. A value stream should be designed to include activities from all practices that are needed C. Practices should operate as suppliers to each other, using guidance from the 'supplier management' practice D. The software development manager should define requirements for all practices and ensure that they contribute to the overall service |
| (37) B |
| 38. What is MOST LIKELY to happen when using a 'shift left' approach in a software development lifecycle? |
| A. The cost of developing software increases B. Defects are more easily found in production C. Testing occurs earlier in the development cycle D. Support is escalated directly to specialized technical teams |
| (38) C |
| 39. An IT department is able to rapidly develop services that meet functional requirements. However, the overall satisfaction with these services is low. Which is the BEST way to start working on the development of new services while addressing the issues experienced by the IT department? |
| A. Develop a clear set of system requirements, and track each of them from start to finish to ensure that the delivered service meets the stated requirements B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes C. Involve senior management as early as possible to define requirements, and help with 'organizational change management' to ensure a successful implementation of the service D. Assess and improve the capabilities of IT teams, prioritizing areas that are required to deliver the service in a way that meets customer expectations |
| (39) B |
| 40. Two separate development teams are working on different parts of the same project. They want to be sure that the software components they are developing work properly together. Which type of testing would be MOST helpful for them? |
| A. System testing B. User acceptance testing C. Unit testing D. Integration testing |
| (40) D |