ATI Education

Free Sample Questions

6.    Technical Management is able to ensure that the organization has access to the right type and level of human resources to manage technology. What is its other role to ensure?
A.     to ensure a balance between the skill level, utilization and the cost of outsourcer
B.     to ensure a liaise between the skill level, utilization and the cost of these resources
C.     to ensure a balance between the staffs experience, utilization and the cost of these resources
D.     to ensure a balance between the skill level, utilization and the cost of these resources
  ANS: D
  EXP: Part of this role is also to ensure a balance between the skill level, utilization and the cost of these resources.

17.    The flow depends upon clearly articulated strategic criteria. Processes can be thought of as organizational software – configurable to the requirements of a service strategy. Which one of the following step, the organizational designer should not see as an iterative cycle?
A.     Create basic process and structures
B.     Learn about current and new conditions
C.     Adjust as learning evolves
D.     Breaking the basic process
  ANS: D
  EXP: Breaking the basic process is not a step to consider as an iterative cycle.

18.    Organizational culture is the set of shared values and norms that control the IT organization’s interactions with each other and customers. There are two types of organizational values. Which pair of the following is the right one?
A.     Excellence and profitability
B.     Quality and quantity
C.     Terminal and instrumental
D.    Cultural and programmers
  ANS: C
  EXP: There are two types of organizational values, they are -Terminal and instrumental

9.    The focus of a coordination organization is on the use of formal systems in achieving greater coordination. Senior executives acknowledge the criticality of these systems and take responsibility for success of the solutions. Which lead to planned service management structures that are intensely reviewed and continually improved?
A.    Service 
B.    Technical functions 
C.    Service management
D.    The solutions 
  ANS:  D
         EXP: The focus of a coordination organization is on the use of formal systems in achieving greater coordination. Senior executives acknowledge the criticality of these systems and take responsibility for success of the solutions. The solutions lead to planned service management structures that are intensely reviewed and continually improved.

10.    The challenge here is the ability to respond to business needs in an agile manner. The business often adopts a perception that IT, despite its service. Which often adopts a perception that IT, despite its service manner?
A.    Procedures 
B.    Service management
C.    The business 
D.    System 
  ANS:  C
        EXP: The challenge here is the ability to respond to business needs in an agile manner. The business often adopts a perception that IT, despite its service. The business often adopts a perception that IT, despite its service manner.

11.    A matrix structure is a rectangular grid that shows the vertical flow of functional responsibility and a horizontal flow of product or customer responsibility. Who effectively has two (or more) line organizations with dual lines of authority and a balance of power; two (or more) bosses, each actively participating in strategy setting and governance?
A.     Provider
B.    Customer 
C.    Relationship 
D.    Organization
  ANS:  A
  EXP: A matrix structure is a rectangular grid that shows the vertical flow of functional responsibility and a horizontal flow of product or customer responsibility. The provider effectively has two (or more) line organizations with dual lines of authority and a balance of power; two (or more) bosses, each actively participating in strategy setting and governance.

12.    Notice how each phase influences the other over time. The sequences are not always inevitable or linear. Each phase is neither right nor wrong. They are signposts to guide the organization. How the current state, senior executives are better able to decide in what direction, and how far, to move along the centralized-decentralized spectrum?
A.    Strategy setting
B.    By vertical control 
C.    Increasing responsiveness
D.    By understanding
  ANS:  D
        EXP: Notice how each phase influences the other over time. The sequences are not always inevitable or linear. Each phase is neither right nor wrong. They are signposts to guide the organization. By understanding the current state, senior executives are better able to decide in what direction, and how far, to move along the centralized-decentralized spectrum.

2.    Knowledge rests on the management of the information and data that underpins it. Which is essential  to make effective use of data in terms of delivering the required knowledge ?
A.     A relevant architecture matched to the organizational situation and the knowledge requirements
B.     Any changes to the knowledge management process thoroughly
C.     Establishing the designated data and information items, their contents etc
D.     To classify the data
  ANS: A
  EXP: Knowledge rests on the management of the information and data that underpins it. In order to        make effective use of data in terms of delivering the required knowledge, a relevant architecture matched   to the organizational situation and the knowledge requirements is essential.

3.    Providing services to customers across time zones, work cycles, and geographies requires good knowledge sharing across all locations and time periods of service operations. So, what will be the first duty of a service provider?
A.     To implementation of a service knowledge management system
B.     To reconstruct the service knowledge management system
C..     To develop the service knowledge management system
D.     To establish a service knowledge management system that can be shared, updated and used by its operating entities, partners and customers
  ANS: D
  EXP: Providing services to customers across time zones, work cycles, and geographies requires good knowledge sharing across all locations and time periods of service operations. So, a service provider must first establish a service knowledge management system that can be shared, updated and used by its operating entities, partners and customers.

4.    Front-line incident management staff, on service desk and second line support, are the point of capture for much of the everyday IT Service Management data. What is required for the effectiveness of Knowledge Management?
A.     Staff should know the importance of their role
B.     Service provider should know the importance of the role of IT Service Management data
C.     Errors within the service detected during transition should be recorded
D.     Service operations should be available
  ANS: A
  EXP: Front-line incident management staff, on service desk and second line support, are the point of capture for much of the everyday IT Service Management data. If the staff do not understand the importance of their role then knowledge management will not be effective.

5.    Knowledge management is an enabling process. How  demonstrations of its effectiveness  can be treated?
A.   It needs to be maintained properly
             B.   It needs to be managed properly
             C.   It needs to be inferred from direct measurement.
             D.   It needs to be inferred from indirect measurement.
  ANS: D
  EXP: Knowledge management is an enabling process, and so demonstrations of its effectiveness  needs to be inferred from indirect measurement.

17.    It is important that Project Plans are reviewed to ensure that the organizational change activities are included. What is also important to manage organization change?
A.     IT staff should understand what is required
B.     Users should understand what is required
C.     Stakeholders and teams should understand what is required
D.     Suppliers should understand what is required
  ANS: C
  EXP: It is important that Project Plans are reviewed to ensure that the organizational change activities are included. In order to manage organization change it is important that the Stakeholders and teams understand what is required.

18.    The change in the organization from the current state to a new state can require a combination of elements to be changed in order to fully realize the organization transformation. How can the required service be defined?
A.     In the Service Management package
B.     In the Service Marketing package
C.     In the Service Planning package
D.     In the Service Design package
  ANS: D
  EXP: The change in the organization from the current state to a new state can require a combination of elements to be changed in order to fully realize the organization transformation. The required service is defined In the Service Design package.

19.    A change in sourcing of IT service is one of the most significant, and often most traumatic, kinds of organizational change. What does the location of the sourcing present during Service Transition?
A.     Causes
B.     Effect
C.     Issues and risks
D.     Importance of Service Transition
  ANS: C
  EXP: A change in sourcing of IT service is one of the most significant, and often most traumatic, kinds of organizational change. The location of the sourcing presents issues and risks during Service Transition.

20.    In planning a Service Transition it is important to obtain commitment from key people. And which techniques can be used?
A.     Commitment managing techniques
B.     Commitment planning techniques
C.     Commitment distributing techniques
D.     Commitment changing techniques
  ANS: B
  EXP: In planning a Service Transition it is important to obtain commitment from key people. And Commitment planning techniques can be used.

21.    There is a tendency for senior Executives to skip the need for organizational change by dictating what behaviors should be done sacking people to get the message across. How long this activity will work?
A.     It works in the short term
B.      It works in long term
C.     It takes no term
D.     It takes predetermined term
  ANS: A
  EXP: There is a tendency for senior Executives to skip the need for organizational change by dictating what behaviors should be done sacking people to get the message across. Typically it works in the short term, but then falls apart after the key Executive leaves or moves on to something else.

1.    A stakeholder matrix is a useful way of mapping the various stakeholders against their interests in the Service Transition, its activities, and outcomes. With whose Service Transition should work to ensure that there is an accurate and relevant stakeholder map or equivalent?
A.     Service Design
B.     Service Plan
C.     Service Distribute
D.     Service Package
       ANS: A 
EXP: stakeholder matrix is a useful way of mapping the various stakeholders against their interests in the Service Transition, its activities, and outcomes. Service Transition should work with Service Design to ensure that there is an accurate and relevant stakeholder map or equivalent.

2.    A stakeholder analysis helps to ensure that there is sufficient understanding of the stakeholder requirements and the stakeholder’s interest in, and impact on, the change. What kind of position do the stakeholders occupy?
A.    Rational and justifiable
B.     Irrational and justifiable
C.     Irrational and unjustifiable
D.     Emotional and founded
  ANS: A
  EXP: A stakeholder analysis helps to ensure that there is sufficient understanding of the stakeholder requirements and the stakeholder’s interest in, and impact on, the change. Stakeholder’s positions may be rational and justifiable, or emotional and unfounded.

3.    To consider each stakeholder in terms of their importance to Service Transition and the potential impact of the change on them and ‘plot’ them on a matrix is a technique. This technique is used for -
A.     Analyzing planning
B.     Transferring knowledge
C.     Analyzing stakeholders
D.     Changing planning
  ANS: C
  EXP: One technique for analyzing stakeholders is to consider each stakeholder in terms of their importance to Service Transition and the potential impact of the change on them and ‘plot’ them on a matrix.

4.    It is essential that throughout the Service Management lifecycle there is clear interaction understanding of responsibility by all that neither element can work in isolation. Why cooperation, understanding, and mutual respect are critical?
A.     To ensuring ordered delivery of services to the customer are optimized
B.    To ensuring new, changed and ongoing delivery of services to the customer are optimized
C.    To ensuring modern and modified delivery of services to the customer are optimized
D.     To ensuring short-time delivery of services to the customer are optimized
  ANS: B
  EXP: It is essential that throughout the Service Management lifecycle there is clear interaction understanding of responsibility by all that neither element can work in isolation. Cooperation, understanding, and mutual respect are critical to ensuring that new, changed and ongoing deliveries of services to the customer are optimized.