| 1. Which describes a set of defined steps for implementing improvements? |
| A. The 'improve' value chain activity. B. The Continual Improvement register. C. The Continual Improvement model. D. The 'engage' value chain activity. |
| C |
| 2. What type of change is MOST likely to be managed by the Service Request Management practice? |
| A. An Emergency Change. B. A normal change. C. An application change. D. A standard change. |
| D |
| 3. Which activity is part of the Continual Improvement practice? |
| A. Identifying the cause of incidents and recommending related improvements. B. Authorizing changes to implement improvements. Logging and managing incidents that result in C.improvement opportunities. D. Making business cases for improvement action. |
| D |
| 4. Which statement about Emergency Changes is CORRECT? |
| A. The testing of emergency can be eliminated in order to implement the change quickly. B. The assessment and Authorization of Emergency Changes is expedited to ensure they can be implemented quickly. C. Emergency Changes should be authorized and implemented as service requests. D. Emergency Changes must be fully documented before Authorization and implementation. |
| B |
| 5. What should all Continual Improvement decisions be based on? |
| A. Accurate and carefully analysed data. B. Details of how services are measured. C. A recent maturity assessment. D. An up-to-date balanced scorecard. |
| C |
| 6. Which practice has a purpose that includes ensuring that risks have been properly assessed? |
| A. Service Configuration Management. B. Problem Management. C. Service Level Management. D. Change Control. |
| D |
| 7. In which step of the Continual Improvement model is an improvement plan implemented? |
| A. What is the vision?. B. How do we get there? C. Take action. D. Did we get there? |
| C |
| 8. Which is the BEST example of a standard change? |
| A. The review and Authorization of a change requested by a customer. B. The implementation of a critical software patch in response to a vendor security issue. C. The installation of a software application in response to a service request. D. The replacement of a component in response to a major incident. |
| C |
| 9. Which describes a CORRECT approach to change Authorization? |
| A. Changes included in the change schedule are pre-authorized and do not need additional Authorization. B. Normal changes should be assessed and authorized before they are deployed. C. Emergency Changes should be authorized by as many people as possible to reduce risk. D. Normal changes are typically implemented as service requests and authorized by the Service Desk. |
| B |
| 10. How should an organization adopt Continual Improvement methods? |
| A. Use a new method for each improvement the organization handles. B. Select a few key methods for the types of improvement that the organization handles. C. Build the capability to use as many improvement methods as possible. D. Select a single method for all improvements that the organization handles. |
| B |
| 11. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? |
| A. Relationship Management. B. Continual Improvement. C. Service Configuration Management. D. Service Level Management. |
| B |
| 12. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? |
| A. Incident Management. B. Continual Improvement. C. Service Request Management. D. Problem Management. |
| B |
| 13. Which statement about the Change Control practice is CORRECT? |
| A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process. B. Normal changes are triggered by the creation of a change request which can be created manually or automated. C. Assessment and Authorization of normal changes should be expedited to ensure they can be implemented quickly. D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved. |
| B |
| 14. Which activity contributes to the 'where are we now?' step of the Continual Improvement model? |
| A. Executing improvement actions. B. Performing baseline assessments. C. Defining the improvement plan. D. Understanding the business mission. |
| B |
| 15. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? |
| A. Deployment Management. B. Release Management. C. Change Control. D. Service Configuration Management. |
| C |
| 16. Which statement about Continual Improvement is CORRECT? |
| A. All improvement ideas should be logged in a single Continual Improvement register. B. A single team should carry out Continual Improvement across the organization. C. Continual Improvement should have minimal interaction with other practices. D. Everyone in the organization is responsible for some aspects of Continual Improvement. |
| D |
| 17. Which statement about the Change Enablement practice is CORRECT? |
| A. Service requests are usually normal changes that can be implemented quickly without Authorization. B. Emergency Changes are changes that must be fully tested and fully documented prior to implementation. C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process. D. Emergency Changes are changes that must be implemented as soon as possible and therefore Authorization is expedited. |
| D |
| 18. Which is a key activity carried out in the 'did we get there?' step of the Continual Improvement model? |
| A. Define measurable targets. B. Perform baseline assessments. C. Execute improvement actions. D. Evaluate measurements and metrics. |
| D |
| 19. What does Change Enablement PRIMARILY focus on? |
| A. Changes to service levels. B. Changes to products and services. C. Changes to organizational structure. D. Changes to skills and competencies. |
| B |
| 20. What is a change schedule used for? |
| A. To help plan Emergency Changes. B. To help authorize standard changes. C. To help assign a change authority. D. To help manage normal changes. |
| D |
| 21. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. |
| A. Assets. B. Values. C. Elements. D. Services. |
| D |
| 22. What is a change schedule PRIMARILY used for? |
| A. To help plan Emergency Changes. B. To help authorize standard changes. C. To help assign a change authority. D. To help manage normal changes. |
| D |
| 23. Which describes a standard change? |
| A. A change that needs to be scheduled, assessed and authorized following a defined process. B. A change that is typically implemented as a service request. C. A high-risk change that needs very thorough assessment. D. A change that must be implemented as soon as possible. |
| B |
| 24. Which describes normal changes? |
| A. Changes that are low-risk and pre-authorized. B. Changes that need to be scheduled and assessed following a process. C. Changes that are typically initiated as service requests. D. Changes that must be implemented as soon as possible. |
| B |
| 25. Which statement about change authorities is CORRECT? |
| A. Change authorities are only required for authorizing Emergency Changes. B. Change authorities are assigned when each change is deployed. C. Change authorities are only required for authorizing normal changes. D. Change authorities are assigned for each type of change and change model. |
| D |
| 26. When planning Continual Improvement, which approach for assessing the current state of a service is CORRECT? |
| A. An organization should always use a single technique to ensure metrics are consistent. B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis. C. An organization should always develop competencies in methodologies and techniques that will meet their needs. D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies. |
| B |
| 27. Which is included in the purpose of the Change Enablement practice? |
| A. Make new and changed services available for use. B. Ensure that risks have been properly assessed. C. Record and report selected changes of state. D. Plan and manage the full lifecycle of all IT assets. |
| B |
| 28. When should a full risk assessment and Authorization be carried out for a standard change? |
| A. Each time the standard change is implemented. B. When the procedure for the standard change is created. C. At least once a year. D. When an Emergency Change is requested. |
| B |
| 29. Which statement about a Continual Improvement register is CORRECT? |
| A. It should be managed at the senior level of the organization. B. It should be used to capture user demand. C. There should only be one for the whole organization. D. It should be re-prioritized as ideas are documented. |
| D |
| 30. What is the PRIMARY use of a change schedule? |
| A. To support the Incident Management practice and improvement planning. B. To manage Emergency Changes. C. To manage standard changes. D. To plan changes and help avoid conflicts. |
| D |
| 31. What is important for a Continual Improvement register (CIR)? |
| A. Improvement ideas are tested, funded and agreed. B. Improvement ideas that are not being actioned immediately are removed from the CIR. C. Improvement ideas from many sources are kept in a single CIR. D. Improvement ideas are documented, assessed and prioritized. |
| D |
| 32. Which statement about the Continual Improvement practice is CORRECT? |
| A. Continual Improvement participation should be limited to a small dedicated team. B. It is the role of senior management to authorize improvement initiatives. C. Training should be provided to those involved in Continual Improvement. D. A single Continual Improvement register should be maintained by senior management. |
| B |
| 33. Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate? |
| A. Service Desk. B. Monitoring and Event Management. C. Service Level Management. D Continual Improvement. |
| D |
| 34. Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed? |
| A. Monitoring and Event Management. B. Release Management. C. Relationship Management. D. Change Enablement. |
| D |
| 35. Which is a use of the change schedule? |
| A. Assigning resources to changes. B. Deciding the approval authority for changes. C. Automating the change process. D. Creating change models. |
| A |
| 36. Which step of the Continual Improvement model includes baseline assessments? |
| A. Where are we now?. B. Did we get there?. C. What is the vision?. D. Where do we want to be?. |
| A |
| 37. Which describes a 'change authority'? |
| A. A person who approves a change. B A model used to determine who will assess a change. C. A tool used to help plan changes. D. A way to manage the people aspects of change. |
| A |
| 38. Which statement about the Continual Improvement model is CORRECT? |
| A. Organizations should work through the steps of the model in the sequence in which they are presented. B. The flow of the model helps organizations to link improvements to its goals. C. The model is applicable to only certain parts of the service value system. D. Organizations should use an additional model or method to link improvements to customer value. |
| A |