Question 1

What is the primary function of concierge service in a hybrid service desk organization?

Options :

A : To replace the need for a central virtual service desk entirely.

B : To provide on-site support for complex IT infrastructure issues.

C : To have a small number of service desk agents on customer premises to handle basic tasks and walk-in queries.

D : To manage major IT system overhauls at customer sites.

Answer: C

Question 2

What activity is included in the service request review and optimization process?

Options :

A : Selecting the appropriate service request model

B : Enacting the procedures to fulfil the request

C : Deciding on whether to fulfil exceptions to standard service requests

D : Registering suggested improvements to service request models

Answer: A

Question 3

Which of the following roles is typically the request initiator in the service request management practice?

Options :

A : Technical specialist

B : Any user or authorized user representative

C : Product Owner

D : Service owner

Answer: B

Question 4

A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

Options :

A : It should support creation and use of service request models

B : It should allow for a flexible and affordable super-user role

C : It should offer convenient self-help capabilities

D : It should offer a flexible measurement and reporting capability

Answer: A

Question 5

A problem manager is helping to improve a value stream to design, develop, and implement new or changed services. They are looking at the information flows and considering what information they should be providing to other teams. What is the BEST example of information that a problem management practice should make available to this value stream?

Options :

A : Information about solutions to incidents that have happened in similar environments

B : Information about release strategy to help package solutions

C : Information about the incident classifications that are needed

D : Information about events that could be used to help detect incidents

Answer: A