26.
Which of these statements about service management tools and technology is correct?
- A.Tools are useful but not essential.
- B.Tools assist good processes instead of replacing them.
- C.Tools can replace processes that do not function well.
- D.Tools define the processes we use by formalizing the steps in the design.
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Tools enable processes, not replace them, and although tools are used to support the processes, they should not define them. |
27.
Which of these statements is/are correct?
1. A CMS should be an integrated part of the service management tool.
2. A service management tool without an SKMS is not a true service management tool.
1. A CMS should be an integrated part of the service management tool.
2. A service management tool without an SKMS is not a true service management tool.
- A.Statement 1 only
- B.Statement 2 only
- C.Both statements
- D.Neither statement
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| Statement 2 is incorrect; a tool does not need to have a service knowledge management system to be a service management tool. However, having details of all CIs and being able to link incidents, problems, requests, and so on is incredibly useful. |
28.
What is the first step when choosing a service management tool?
- A.Define the interfaces the tool will need to integrate with business tools.
- B.Understand the requirements for the tool.
- C.Decide how staff will be trained to achieve most from the tool.
- D.Research the available tools.
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| The first step in selecting a toolset should be requirements gathering; if the requirements are not met, the tool may not function sufficiently to support the needs of the processes and teams. |
29.
Which of these would be included in the generic requirements for a service
management tool?
1. Remote access capability
2. Capability for integration with business tools
3. Capability to link records such as incident and problem records
4. Web-based access
1. Remote access capability
2. Capability for integration with business tools
3. Capability to link records such as incident and problem records
4. Web-based access
- A.1, 2, and 3
- B.2, 3, and 4
- C.1, 2, 3, and 4
- D.1, 3, and 4
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| All of the options are part of the generic requirements for a service management tool. |
30.
What is the MoSCoW technique used for?
- A.Categorization of requirements
- B.Categorization of incidents and problems
- C.Categorization of service desk components
- D.Design of the SKMS
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| The Must, Should, Could, Would (MoSCoW) technique is used to categorize requirements in the selection of a tool. For example, the tool must have the ability to link incident records to problem records. |
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