Deck 4: The Process Component: Service Desk Processes and Procedures

Question 1

A procedure is a collection of interrelated tasks that take a set of specific inputs and produce a set of specific outputs that are of value to the customer.

Answer 1

False

Question 2

Because today's workers have a better understanding of processes than they did in the past, companies can use more complex processes today than they did in the past.

Answer 2

False

Question 3

When buying service desk software, one should look at vendors who are ITIL-compliant first, as their software will most likely meet most requirements without customization.

Answer 3

False

Question 4

Microsoft Operations Framework (MOF) speaks to five lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

Question 5

Companies typically pick one standard or framework to use when designing and improving processes; using more than one standard or framework causes conflicts.

Question 6

When using a multi-level approach to incident categorization, some examples of high level categories might include hardware, software, and network.

Question 7

Typically, the most efficient and effective approach to managing incidents is the first-come, first-served approach.

Question 8

Since determining an incident's priority is often difficult for a service desk analyst who is not experiencing the incident, it is best to let the customer set the priority.

Question 9

Target escalation time is a time constraint placed on each incident level that ensures incident resolution activities proceed at an appropriate pace.

Question 10

After an incident is escalated to level three, any and all resources needed to resolve the incident work together until a resolution is reached.

Question 11

Typically, the person that resolves an incident also closes the incident.

Question 12

An extremely important part of incident management is notification. Specifically, notification refers to notifying management and other service desk analysts about the status of outstanding incidents.

Question 13

Since the service desk typically owns all incidents, they should be held solely responsible for effective incident management.

Question 14

Incident management maintains the known error database, since service desk analysts are its primary users.

Question 15

Data captured by service desk analysts is very important to problem management. Without this data, problem management is not possible.

Question 16

Typically, the service desk retains ownership of outstanding service requests.

Question 17

One of the reasons that knowledge management is becoming more important and formalized is because the rapid pace of change is making it very difficult for people to maintain their skills through training alone.

Question 18

During the assessment and evaluation activity of the change management process, the potential impact and risk of the change, as well as the proposed benefits of the change are assessed, and the request for change is either approved or not approved.

Question 19

The Change Advisory Board (CAB) supports the assessment, prioritization, authorization, and scheduling of changes.

Question 20

The service asset and configuration management process maintains information about changes to CIs and manages those changes throughout their lifecycle.

Question 21

Many organizations define a separate set of procedures for emergency changes, which need to be implemented as soon as possible to repair errors which have a high impact on the business.

Question 22

The configuration control activity of service asset and configuration management is where the status of CIs are maintained and reported on throughout their lifecycle.

Question 23

The service desk typically has primary responsibility for service asset and configuration management activities.

Question 24

Service contracts help ensure that both the service provider and customer have the same level of expectation about the services the IT organization will deliver.

Question 25

Even though customers' needs are constantly changing, once the service desk has developed effective processes, they will continue to be effective; analysts just need to focus on keeping their technical skills up to date.

Question 26

The concept of processes and procedures used by service desks, and by businesses in general, originated in the ____ when philosopher and economist Adam Smith introduced his principle of the division of labor.

A)1770s
B)1850s
C)1890s
D)1920s

Question 27

What is business process management?

A)An international standard that ensures that business processes meet the customers' needs.
B)A systematic approach to improving an organization's business processes to align with customers' needs.
C)The process of redesigning business processes to align with new technologies and governance requirements.
D)Understanding an organization's core competencies and how they underpin customer satisfaction.

Question 28

Which is true?

A)Standards describe best practices.
B)Standards provide guidance and suggestions.
C)Standards support organizations' efforts to design and continually improve processes.
D)Standards list mandatory controls that an organization must have to be certified.

Question 29

Which types of frameworks or standards focus on ongoing management and improvement of an organization's processes and performance and its ability to satisfy customer requirements?

A)Quality management and improvement
B)IT service management
C)IT governance
D)Project management

Question 30

____ relies on a single fundamental principle: Maximize productivity while minimizing costs.

A)TQC
B)Six Sigma
C)ITIL
D)TQM

Question 31

____ is a disciplined, data-driven approach for eliminating defects in any process.

A)ISO 9000
B)Six Sigma
C)ITIL
D)TQM

Question 32

____ is a set of international standards for quality management, and this certification has become a must for companies doing business in today's global economy.

A)ISO 9000
B)Six Sigma
C)ITIL
D)ISO 20000

Question 33

____ is the best practice framework most commonly used to improve the quality of IT services. Its fundamental premise is that IT organizations must adopt a service-oriented approach to managing IT services.

A)ISO 9000
B)MOF
C)ITIL
D)ISO 20000

Question 34

____ is an international standard for IT service management that describes what an organization must do to prove that they are complying with the standard.

A)ISO 9000
B)MOF
C)ITIL
D)ISO 20000

Question 35

Which is true?

A)The process of incident tracking involves reviewing all incidents to help ensure that they have been permanently resolved in a timely fashion and that steps have been taken to prevent similar incidents in the future.
B)A mission statement is a formal document that describes the intentions and expectations of management. Missions may be developed with regard to incident escalation, ownership, or notification.
C)Some service desks may check customer entitlement, which is the determination of whether the customer is authorized to receive support, and, if so, the level of support the customer should receive
D)The incident management process typically does not including answering questions such as "How do I...?" or "When will my new pc arrive?," as this wastes valuable time that could be spent restoring service.

Question 36

ITIL defines ____ as the effect an incident is having on business processes.

A)priority
B)urgency
C)severity
D)impact

Question 37

Which is true?

A)Target resolution time is the time frame within which the support organization is expected to resolve the incident.
B)A critical system that is down would most likely have a priority of 4.
C)Major incidents typically refer to any incidents affecting systems or products used by a large number of customers.
D)Urgency defines the relative importance of an incident and determines the order in which incidents are handled.

Question 38

Which is true about level one service desk analysts?

A)They typically document all details of incidents throughout their lifecycle.
B)They retain incident ownership only while they are working on the incident.
C)They provide updates to customers throughout each incident's lifecycle.
D)Their primary responsibility is to resolve complex incidents that involve a lot of time and research.

Question 39

Which is true?

A)Incident owners ensure that incidents are assigned correctly and not passed along from level to level without any effort being made to identify a resolution.
B)Incident ownership means that whomever is trying to resolve the incident becomes the incident owner and performs all incident documentation.
C)Incident ownership means that the service desk will notify the customer of the correct person or group to call for questions regarding the status of each open incident.
D)Incident owners communicate with the problem management group to escalate major incidents to problem status if they are not solved within the target time.

Question 40

The objective of ____ is to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents from occurring.

A)incident management
B)problem management
C)outage management
D)service management

Question 41

Which is true?

A)Service desks typically focus equal attention on both incident and problem management, as both are critical to service restoration.
B)Since all incidents require root cause analysis, some service desks dedicate specific analysts to this task to ensure it is performed efficiently.
C)Root cause analysis typically happens during incident management if there is an outage affecting a large number of customers.
D)Root cause analysis may not be justified in situations where an easy to use and viable workaround exists.

Question 42

Which technique to diagnose problems involves producing a fishbone or Ishikawa diagram?

A)Cause and effect analysis
B)Pareto analysis
C)Brainstorming
D)Kepner-Tregoe problem analysis

Question 43

Which technique to diagnose problems reflects the principle that 20 percent of the defects or failures that occur cause 80 percent of the problems?

A)Cause and effect analysis
B)Pareto analysis
C)Brainstorming
D)Kepner-Tregoe problem analysis

Question 44

Which technique to diagnose problems involves defining and describing the problem, establishing possible causes, testing the most probable cause, and verifying the true cause?

A)Cause and effect analysis
B)Pareto analysis
C)Brainstorming
D)Kepner-Tregoe problem analysis

Question 45

Resetting passwords, installing pre-approved software, and providing access to an IT service are examples of ____.

A)service requests
B)inquiries
C)change requests
D)incidents

Question 46

Which is true with respect to request fulfillment and incident management?

A)Most companies use the same process to manage both incidents and service requests in an effective and efficient manner.
B)Typically, management approval (e.g., financial approval) is needed to resolve incidents and fulfill service requests in a timely manner.
C)Incidents are often prioritized differently from service requests, because customers typically view restoring service as more critical than adding a new service.
D)Incident management provides input to and receives output from the knowledge management process; request fulfillment doesn't interact with the knowledge management process.

Question 47

A ____ is a group of people who come together to share information, experiences, tips, and best practices. Goals of these groups are to avoid reinventing the wheel and look for innovative ways to overcome challenges.

A)community of practice
B)mentoring group
C)social media group
D)knowledge base

Question 48

The process of enabling beneficial changes to be made to the production environment while minimizing service disruptions is called ____.

A)request fulfillment
B)release management
C)incident management
D)change management

Question 49

What is the service desk's role in the change management process?

A)The service desk logs and approves emergency changes, so that impact to the business is minimized.
B)The service desk runs the CAB meetings and communicates the calendar of upcoming changes.
C)The service desk implements all changes that can be delivered and installed remotely.
D)The service desk tracks incidents caused by change via the incident management process.

Question 50

A ____ is a set of tools and databases for managing information about configuration items and linking that information to related incidents, problems, known errors, changes, and releases.

A)knowledge management system
B)configuration management system
C)configuration management database
D)knowledge database

Question 51

A ____ stores configuration records throughout their lifecycle.

A)knowledge management system
B)configuration management system
C)configuration management database
D)knowledge database

Question 52

Which is correct about the service asset and configuration management process?

A)It is the same as inventory management and ensures that all information about an organization's assets is collected and maintained.
B)Its objectives are to identify and manage assets that are under the control of the IT organization.
C)It ensures that all knowledge is recorded, vetted, organized, and able to be accessed when needed.
D)It focuses only on the financial aspects of configuration items and ensures that all financial information is properly maintained..

Question 53

____ is the process of negotiating and managing customer expectations.

A)Business relationship management
B)Customer relationship management
C)Service level management
D)Contract management

Question 54

To combat complaints by customers who are feeling an attitude of indifference towards the services they are receiving, some companies establish a ____ process to maintain a positive relationship between a service provider and its customers.

A)business relationship management
B)customer relationship management
C)service level management
D)contract management

Question 55

The following are steps performed in the incident management process. Which is the correct order of the steps listed?

A)identify incident, log incident, diagnose incident, resolve incident, close incident
B)log incident, identify incident, diagnose incident, resolve incident, close incident
C)identify incident, log incident, diagnose incident, close incident, resolve incident
D)identify incident, diagnose incident, log incident, resolve incident, close incident

Question 56

A(n) _______ is a diagram that shows the sequence of tasks that occur in a process.

Question 57

_______ is a characteristic that measures how well products or services meet customer requirements.

Question 58

The _______ ITIL book provides guidance on achieving efficiency and effectiveness in the delivery and support of services.

Question 59

The objective of the _______ process is to restore service as quickly as possible in an effort to minimize the impact of events that affect a company's business activities.

Question 60

Temporarily circumventing or minimizing the impact of an incident is called a(n) _______.

Question 61

_______ escalation involves management and occurs when resolving an incident is taking too long, there is contention about assignments, or vendor resources are needed.

Question 62

_______ is the most basic reason for an undesirable condition or problem.

Question 63

_______ is the process responsible for granting authorized users the right to use a service according to the company's security policies while preventing unauthorized users from using that same service.