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Sample Question #1
Which activity is part of the 'continual improvement' practice?
A. Populating and maintaining the asset register
B. Providing a clear path for users to report issues, queries, and
requests
C. Delivering tactical and operational engagement with
customers
D. Identifying and logging opportunities
Answer: D
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Sample Question #2
Which is a key consideration for the guiding principle 'keep it
simple and practical'?
A. Try to create a solution for every exception
B. Start with a complex solution, then simplify
C. Understand how each element contributes to value creation
D. Ignore the conflicting objectives of different stakeholders
Answer: C
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Sample Question #3
What is an IT asset?
A. The removal of anything that could have a direct or indirect effect on services
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. Any financially valuable component that can contribute to delivery of an IT product or service
Answer: D
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Sample Question #4
Which practice coordinates the classification, ownership and
communication of service requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
Answer: B
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Sample Question #5
What aspect of 'service level management' asks service
consumers what their work involves and how
technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
Answer: A
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