Question 1

What is the CORRECT description of technical debt?

Options :

A : A problem that has been analysed but has not been resolved

B : Monitoring and controlling the status of known errors

C : Multiple people with different skills working together to resolve a problem

D : The rework backlog which is created by choosing workarounds instead of systemic solutions

Answer: D

Question 2

Service request models encompass various aspects of service management. Which of the following is NOT directly described in service request models as per the four dimensions of service management?

Options :

A : Procedures and workflows

B : Roles and teams responsible

C : Automation and tools used

D : Customer satisfaction metrics

Answer: D

Question 3

During self-assessment of the ˜monitoring and event management practice capability, what should be considered as evidence of the capability level3?

Options :

A : Regularly conducted practice reviews

B : Regular reporting on the practice performance

C : Agreed processes, roles and responsibilities

D : Integration of monitoring and event management into service value streams

Answer: D

Question 4

The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

Options :

A : Use dashboards and reports to communicate service performance to internal and external stakeholders

B : Use swarming to optimize resolution of unusual, complex, and major incidents

C : Develop incident models and reuse known resolutions.

D : Leverage automation tools to manage knowledge and to automate solutions, where possible

Answer: A

Question 5

Which of the following is an input to the ‘communicating to users’ process?

Options :

A : Guidelines and procedures for triage

B : Technology opportunities

C : Previous incident, problem and change records

D : Communication reports

Answer: C