Common Technical Interview Questions and Answers Update on June 02, 2021

Exam Question 1

True or False? Poor data integration practices can have a negative effect on customer service.

A. True
B. False

Correct Answer:
A. True

Exam Question 2

Which is NOT something analysts say hinders companies’ efforts of attaining a 360-degree view of the customer?

A. Cost
B. Employee buy-in
C. Technology
D. A poor understanding of the customer experience
E. Siloed data

Correct Answer:
C. Technology

Exam Question 3

What approach did CRM expert Paul Greenberg recommend to companies aiming to integrate disparate customer data sets?

A. Mix and match different systems
B. Invest solely in cloud-based technology
C. Strive for a single platform that integrates all systems
D. Develop a unique, in-house CRM system

Correct Answer:
A. Mix and match different systems

Exam Question 4

True or False? According to some analysts, companies looking for ROI from their CRM investment may find it by investing in customer data integration.

A. True
B. False

Correct Answer:
A. True

Exam Question 5

Which of the following metrics did Steve Signoff say that companies should measure when looking to build an omnichannel experience for their customers?

A. Revenue by channel
B. Profitability by channel
C. Customer repeat purchases
D. Customer retention
E. Customer satisfaction
F. All of the above

Correct Answer:
F. All of the above

Exam Question 6

Which of the following are considered reasons for implementing practices to help achieve a 360-degree view of the customer?

A. Up-selling, cross-selling, or engaging in email or telemarketing campaigns
B. Customer retention and satisfaction
C. Acquisitions
D. All of the above

Correct Answer:
D. All of the above

Exam Question 7

True or False? According to some analysts, it is inappropriate to have one single view of the customer — instead, there should be many views across different departments.

A. True
B. False

Correct Answer:
B. False

Exam Question 8

What are two workarounds that can help get data out of silos, according to GetFeedback co-founder Sean Whiteley?

A. Algorithms and loops
B. Parallel processing and filters
C. APIs and Web hooks
D. Trapdoors and hotfixes

Correct Answer:
C. APIs and Web hooks

Exam Question 9

True or False? Once upper management throws its weight behind a push for customer data integration to get a 360-degree view of the customer, many of the people issues — getting disparate groups within the organization to play together nicely — get even more complicated.

A. True
B. False

Correct Answer:
A. True

Exam Question 10

Which of the following is not widely considered a potential consequence of failing to align customer data integration, profiling and quality efforts?

A. Regulatory fines
B. Inability to capitalize on cross-selling and up-selling opportunities
C. Employee churn
D. Losing customers

Correct Answer:
A. Regulatory fines

Exam Question 11

According to Derek Lonsdale, an ITSM expert and CIO advisor, which of the following is one way to overcome the bureaucracy of change management?

A. Don’t automate anything.
B. Increase the ratio of standard changes.
C. Automate all processes.
D. None of the above.

Correct Answer:
B. Increase the ratio of standard changes.
Answer Description:
“The approval process has to be automated,” Lonsdale said. “You can have standard changes that should be automated — regular changes that happen every month, such as rebooting a server. Anything that is repeatable — where you understand the risk, where it’s the same resources involved all of the time, never caused an outage, and so on — [that] can be a standard change. That’s one way to overcome the bureaucracy of change management: Have a higher ratio of standard changes.”

Exam Question 12

What does CIO Niel Nickolaisen say is at the core of IT service management?

A. Meeting customer demands for services and service levels
B. Achieving cost savings that the organization cannot realize otherwise
C. Weaving new software into established organizational processes

Correct Answer:
A. Meeting customer demands for services and service levels
Answer Description:
“In our technology-rich environment, we first need to recognize that customer expectations are being set by their best experiences with technology, and those expectations are being set by someone other than the IT department,” Nickolaisen said. “Our customers are now used to things like self-service and self-provisioning. Once our customers have experienced rapidly creating a cloud-based file storage and backup system for their personal files, they expect that our enterprise IT should also be that simple to use. So, our service management approach must include options for self-service and self-provisioning or whatever will meet our customers’ expectations for rapid, high-quality IT services.”

Exam Question 13

CIO Niel Nickolaisen also suggests that consumerization calls for new IT delivery processes. How does Nickolaisen recommend IT departments keep up with consumer expectations?

A. Improve cycle times.
B. Pick your battles.
C. Do things right the first time.
D. Excel at customer service.
E. All of the above.

Correct Answer:
E. All of the above.
Answer Description:
“As a starting point to delivering best-in-class services, we need to measure and improve our cycle times,” Nickolaisen said. “Next, we should pick and fight the right battles. Too often, we spend our resources on projects and operations that won’t really make much of a difference in the lives of our customers. It is also important for us to do things right the first time. In our technology-driven environment with others setting expectations, we don’t have the time or credibility for rework. Finally, we need to excel at customer service.”

Exam Question 14

In an ITSM tip, SearchCIO-Midmarket contributor Scott Lowe explains that many SMBs cannot institute ___________________ and instead create custom internal policies around help desk ticket resolution.

A. Service-level agreements
B. Training programs
C. Help desk talent searches

Correct Answer:
A. Service-level agreements
Answer Description:
For many small organizations, institution of a formal, committed service-level agreement (SLA) around help desk ticket resolution simply isn’t possible. A formal commitment would create a need for additional resources to support that formal commitment, so some organizations are satisfied to forgo rigidity (a formal SLA) in favor of flexibility (i.e., workload shuffling to allow help desk staff to address the highest needs).

Exam Question 15

True or false? ITSM aims to align the delivery of information technology services with the needs of the organization, but shadow IT can negatively affect ITSM efforts.

A. True
B. False

Correct Answer:
A. True
Answer Description:
CIOs who ignore the issues of shadow IT or rogue IT not only fail to address the obvious risk of jeopardizing the corporation’s data assets, regulatory obligations and brand reputation, but they also undercut the business’s ability to compete, said Gartner Inc. analyst John Mahoney. “The worst risk comes from disconnected information or disconnected processes.”

Exam Question 16

Sharon Taylor, ITIL’s chief examiner, proposes a basic service list of ingredients for building an IT service management strategy. Which of the following does not appear on her list?

A. Purpose
B. Specialists
C. Functions
D. Performance
E. Quality

Correct Answer:
B. Specialists
Answer Description:
“The companies that leave lasting impressions on us are those that offer the kind of service experience that stands out,” Taylor said. “The trick to getting it is to understand what makes it stand apart from the ordinary, and how you as the customer play a role in making that happen. Good service management should be relatively invisible to the business. Services should operate as expected, and no service disruptions should be experienced. When support is needed, it should be provided efficiently and effectively, and it should resolve issues the first time. This is typically what we think of as a good service experience.

Exam Question 17

True or false? Contributor Jonathan Hassell suggests that, when evaluating an ITSM tool for your business, first take a look at what you already have in place, then put together a list of packages that meet your needs.

A. True
B. False

Correct Answer:
A. True
Answer Description:
“If you’re looking at your ITSM tool setup, first inventory the types of management tools you have in place and make sure that the dollars you’ve already spent are being put to the best use,” Hassell said. “When you’re evaluating an ITSM tool, look for components and tools or subsets that include, at a realistic minimum, the following fundamentals: service portfolio, deployment management, workflow engines, configuration management, end-user help services, remote control and reporting tools, dashboards, scorecards, and other quick-hit monitoring features.”

Exam Question 18

According to this tip, which of the following is not once of SearchCIO-Midmarket’s top reasons to use ITIL and ITSM?

A. Interact better with global partners.
B. Maximize ROI.
C. Get rid of help desk.
D. Integrate ITSM across departments.

Correct Answer:
C. Get rid of help desk.
Answer Description:
“Use ITIL and ITSM to educate users about what resources help desk has to offer. Identify and catalogue help desk services to allow your team to focus on those priorities while leaving some built-in availability to work ‘other’ customer requests. Using ITIL and ITSM tools, in conjunction with an established set of best practices, provides a way to track services and customer satisfaction while keeping the team focused on priorities.”