Question 1

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.

Accepted Answer

Emergency changes often require a different, usually expedited, process due to their urgent nature and the need to quickly resolve high-impact issues to minimize disruption to the business.

Question 2

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

Accepted Answer

The answer of The configuration control activity of service asset...

Question 3

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

Accepted Answer

The service desk primarily handles incident management and request fulfillment, while service asset and configuration management activities are usually managed by a separate team or role focused on maintaining accurate and reliable information about the configuration of services, including their versions, components, and relationships.

Question 4

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.

Accepted Answer

The answer of Service contracts help ensure that both the...

Question 5

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.

Accepted Answer

Effective processes at the service desk need to be regularly reviewed and adapted to meet changing customer needs and expectations, not just maintaining technical skills.

Question 6

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.

Accepted Answer

Adam Smith introduced his principle of the division of labor in the 1770s, which laid the groundwork for modern processes and procedures in businesses and service desks.

Question 7

What is business process management?

Accepted Answer

Business process management (BPM) is a systematic approach aimed at making an organization's workflow more effective, efficient, and capable of adapting to an ever-changing environment. It seeks to align business processes with customers' needs, emphasizing continuous improvement.

Question 8

Which is true?

Accepted Answer

The answer of Which is true?
...

Question 9

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?

Accepted Answer

Quality management and improvement frameworks, such as ISO 9001, focus on ongoing management and improvement of an organization's processes and performance to satisfy customer requirements.

Question 10

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

Accepted Answer

Total Quality Management (TQM) focuses on long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. The primary goal is to maximize productivity and efficiency, thereby minimizing costs, which aligns with the principle mentioned.

Question 11

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

Accepted Answer

Six Sigma is a method that provides organizations tools to improve the capability of their business processes. This increase in performance and decrease in process variation helps lead to defect reduction and improvement in profits, employee morale, and quality of products or services.

Question 12

____ 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.

Accepted Answer

ISO 9000 is a series of standards that lay out the criteria for a quality management system. These standards are used by organizations to demonstrate their ability to consistently provide products and services that meet customer and regulatory requirements, which is why they are considered essential in global business operations.

Question 13

____ 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.

Accepted Answer

ITIL (Information Technology Infrastructure Library) is the best practice framework most commonly used to improve the quality of IT services. It emphasizes a service-oriented approach to managing IT services, aligning IT resources with business needs.

Question 14

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

Accepted Answer

ISO 20000 is the international standard specifically for IT service management. It outlines the requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS).

Question 15

Which is true?

Accepted Answer

Some service desks check customer entitlement to determine if the customer is authorized to receive support and the level of support they should receive.

Question 16

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

Accepted Answer

ITIL defines "impact" as the effect an incident is having on business processes. Impact is a measure of the extent to which an incident results in deviation from the normal service level, reflecting the incident's effect on business operations.

Question 17

Which is true?

Accepted Answer

The answer of Which is true?
...

Question 18

Which is true about level one service desk analysts?

Accepted Answer

The answer of Which is true about level one service...

Question 19

Which is true?

Accepted Answer

Incident owners are responsible for ensuring that incidents are assigned correctly and not just passed along without effort to resolve them.

Question 20

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

Accepted Answer

Problem management aims to minimize the impact of incidents by identifying the root cause of incidents to prevent them from happening again. It focuses on eliminating recurring incidents and preventing problems and their resulting incidents from occurring, differentiating it from incident management, which primarily focuses on resolving incidents as they occur.

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

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.

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

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

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.

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.

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.

What is business process management?

Which is true?

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?

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

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

____ 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.

____ 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.

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

Which is true?

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

Which is true?

Which is true about level one service desk analysts?

Which is true?

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