IRM4726 - A2.docx
.pdf
School
University of South Africa**We aren't endorsed by this school
Course
IRM 4726
Subject
Management
Date
Dec 16, 2024
Pages
10
Uploaded by MasterDanger98095
What is the objective of service strategy? a. Provide a plan to serve customers b. Plan for future needs ¢. Plan resource allocation d. Review organizational needs Your answer is incorrect. The correct answer is: Provide a plan to serve customers How will a service strategy assist the organization? 8 Assess customer needs, and the marketplace b. Select the staff needed ¢. Approach management for support d. Gather support from the employees in the organization Your answer is correct. The correct answer is: Assess customer needs, and the marketplace The ultimate goal of service strategy is to make IT organisation think and act in a strategic manner. How does service strategy make this possible? a. It aligns the business and IT b. IT aligns management and operational needs c. It balances user and management expectations d. IT makes management aware of risks associated with implementing a ITSM project Your answer is incorrect. The correct answer is: It aligns the business and IT Question 1 Incorrect Mark 0.00 out of 1.00 {” Flag question Question 2 Correct Mark 1.00 out of 1.00 {” Flag question Question 3 Not answered Marked out of 1.00 {” Flag question
Correct The objective of service design is to develop and design new, or changed, IT services, as well as incorporating changes . - . . . . ] Mark 1.00 out of and improvements to existing services. What options does a good service design give? = oure 1.00 {” Flag question . : . . v @ Deliver quality and cost-effective services to meet customer demands b. Meet stakeholder requirements and expectations < Enable support staff to render services to users d. Train users on basic service desk principles Your answer is correct. The correct answer is: Deliver quality and cost-effective services to meet customer demands e UTIUW - Correct Which sub-processes is a part of service design? Mark 1.00 out of 1.00 {” Flag question 8- Service catalogue management b. Service level management ¢. Design coordination d. All of the above Your answer is correct. The correct answers are: Service catalogue management,
Question 6 Incorrect ITIL recommends a first level support as a department required for service operations, what is first level support team Mark 0.00 out of responsible for? 1.00 {” Flag question ) register and classify received incidents b. Take over incidents that cannot be resolved immediately c. Distribute calls to relevant roles X d. Pass the unresolved calls to external support Your answer is incorrect. The correct answer is: To register and classify received incidents . _ 7 Question Correct The objective of service transition is to build and deploy IT services, what other objective is service transition responsible for? Mark 1.00 out of 1.00 {” Flag question a. Ensure that changes to services and processes are carried out in a coordinated way v b. Assign incidents to appropriate personnel c. Move unresolved calls to external assistants d. Fulfil certain types of requests Your answer is correct. The correct answer is: Ensure that changes to services and processes are carried out in a coordinated way
How does continual service improvements assist the organization in its environment? a. Use of upgrades and improvements over time v b. Hiring technical assistants for projects ¢. Retraining personnel over time d. Creating new projects as the organization changes Your answer is correct. The correct answer is: Use of upgrades and improvements over time Question 8 Correct Mark 1.00 out of 1.00 ¥ Flag question How is a service desk useful to any organization? a. Serves as a point of contact where questions, issues and requests are logged, recorded until they're closed v b. Database where management can record, and access logged calls € A record or FAQ for users to access when they have a problem d. Keeping records of the logged incidents and how they were resolved Your answer is correct. The correct answer is: Serves as a point of contact where questions, issues and requests are logged, recorded until they're closed The service desk is a single point of contact for end-users who need help on IT issues, so its responsibilities are enormous, as everything they do (or don't do) can affect the business Select one: True v False The correct answer is ‘True'. Question 9 Correct Mark 1.00 out of 1.00 {” Flag question Question 10 Correct Mark 1.00 out of 1.00 {” Flag question
Question 11 Incorrect How will a professional service desk assist/benefit the end user in an organization? Mark 0.00 out of 1.00 ¥ Flag question a. They don't have to ring or contact several people to solve their issues b. End users can assist each other when solving IT related problems ¢. Management can support end users on solving IT problems d. The service desk can be available 24/7 for end users X Your answer is incorrect. The correct answer is: They don't have to ring or contact several people to solve their issues Question 12 Correct A virtual service desk can be located anywhere in the world, with a third-party vendor providing support to your L. . Mark 1.00 out of organisation from their office elsewhere 1.00 §” Flag question Select one: True ¥ False The correct answer is "True'. Question 13 Correct Some useful “best practices” for running and managing a service desk include essential training for service personnel, Mark 1.00 out of what type of skills can they have to be better at their jobs? 1.00 {” Flag question a. Technical and soft skills such as stress management, customer handling techniques v b. Gathering support from internal and external stakeholders c. Assisting the organization with examining other users d. Get users involved in training others Your answer is correct. The correct answer is: Technical and soft skills such as stress management, customer handling techniques
Adequate staff ratio are not necessary when planning a service desk Select one: True False v The correct answer is 'False'. Simply establishing a service desk and overloading it with every best practice available is not called a professional service desk. The workload must be reasonable and appropriate, how do you ensure this? a. A service desk department must have a proper, mutually agreed service level agreement with the business v b. Hiring personnel with appropriate soft and hard skills to work in the service desk c. Gather management support to access them when changes occur d. Have an external service provider to offer training to end users Your answer is correct. The correct answer is: A service desk department must have a proper, mutually agreed service level agreement with the business Metrics should be established so that the performance of the service desk can be evaluated at regular intervals, why is this important? a. To assess the health, maturity, efficiency, and effectiveness of your service desk v b. To have access to up-to-date service desk information for decision making c. To align the service desk outcomes with that of the organization its servicing d. To have metric information for management Your answer is correct. The correct answer is: To assess the health, maturity, efficiency, and effectiveness of your service desk Question 14 Correct Mark 1.00 out of 1.00 {” Flag question Queston 15 Correct Mark 1.00 out of 1.00 " Flag question Question 16 Correct Mark 1.00 out of 1.00 {” Flag question
| . vestion 17 Other metrics, such as average time to resolve an incident, time to escalate an incident, service desk costs, percentage of . i Mark 1.00 out of end-users making use of the service desk, number of calls per day and per hour, can also be measured and documented = oue 1.00 " Flag question Select one: True v False The correct answer is ‘True'. . Question 18 Incorrect It is not just the service desk personnel that need to be trained how to operate a service desk. What can end users be Mark 0.00 out of trained on? 1.00 ¥ Flag question a. Etiquette on how to use the service desk b. Working with other employees ¢ Engaging with other stakeholders such as management d. Technical capabilities for the service desk Your answer is incorrect. The correct answer is: Etiquette on how to use the service desk Question 19 Correct An incident is any event that causes, or may cause, an interruption to the quality of an agreed IT service Mark 1.00 out of 1.00 {” Flag question Select one: True ¥ False The correct answer is ‘True'.
How important is incident management as a part of the service operation phase of the ITSM core lifecycle? a. It ensures that service is restored, and business and end users get back to normal as soon as possible v b. Weighs incidents according to the severity of damage and restore the most urgent c. Ensure that end users and management agree on the important incident types d. Takes the business needs as important and works to make value for it Your answer is correct. The correct answer is: It ensures that service is restored, and business and end users get back to normal as soon as possible Why is incident management necessary? 3 To fix troubles immediately, using known solutions or workarounds b. To serve end users c. Ensure that all incidents are resolved satisfactorily d. Hand over unresolved incidents to a specialised technical team to deal with Your answer is correct. The correct answer is: To fix troubles immediately, using known solutions or workarounds Question 20 Correct Mark 1.00 out of 1.00 {” Flag question Question 21 Correct Mark 1.00 out of 1.00 {” Flag question How can IT services reduce the number of incidents? 3- With a little bit of training and some self-service option form end users can help b. End users assisting each other to resolve incidents c Using Google as a support before logging an incident d. Informing management of requests that they can provide support for Question 22 Correct Mark 1.00 out of 1.00 {” Flag question
Your answer is correct. The correct answer is: With a little bit of training and some self-service option form end users can help Providing a ‘How do I? or FAQ (Frequently Asked Questions) list to end-users is another way of reducing service incidents Select one: True v False The correct answer is ‘True'. Service desk and incident personnel may not have all the skills, tools, or knowledge to solve every type of service request related to their businesses. Other specialist departments are required to assist the service desk in finally resolving the end-user's issues. These specialist departments can also be called: a. Second level or third level support group v b. Second level or fourth lvel reporting ¢. Special incident support group d. Second level or technical level support Your answer is correct. The correct answer is: Second level or third level support group Question 23 Correct Mark 1.00 out of 1.00 {” Flag question Question 24 Correct Mark 1.00 out of 1.00 " Flag question
Question 25 Not answered Why are incident escalations important? Marked out of 1.00 {” Flag question a. Because of major incidents, or angry end-users b. Third tier resolution did not resolve the incident € Because technical problems require technical support d. For technical incidents to get special support Your answer is incorrect. The correct answer is: Because of major incidents, or angry end-users