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السؤال #1
Which of the following are valid parts of the service portfolio? 1. Service pipeline 2. Service knowledge management system (SKMS) 3. Service catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
عرض الإجابة
اجابة صحيحة: A
السؤال #2
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A. Excessive focus on quality
B. Excessively reactive
C. Excessively proactive
D. Excessive focus on cost
عرض الإجابة
اجابة صحيحة: A
السؤال #3
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. Hold a workshop with IT support staff and business process owners in all countries
B. Hold a workshop with a representative group of IT support staff and business management
C. Visit a representative group of IT management and IT support staff
D. Visit senior IT management and business management in all countries
عرض الإجابة
اجابة صحيحة: C
السؤال #4
Which tool helps with defining accountability and responsibility within processes?
A. A CSI register
B. A project charter
C. A RACI model
D. A communications plan
عرض الإجابة
اجابة صحيحة: B
السؤال #5
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global C
A. During ‘where are we now?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute
B. During ‘where are we now?’ send an email to a selection of IT country organizations, requesting their involvement in the project
C. During ‘where do we want to be?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute
D. During ‘where do we want to be?’ send an email selection of IT country organizations, requesting their involvement in the project
عرض الإجابة
اجابة صحيحة: B
السؤال #6
The difference between service metrics and technology metrics is BEST described as?
A. Service metrics measure the end to end service; Technology metrics measure individual components
B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
عرض الإجابة
اجابة صحيحة: C
السؤال #7
Which statement about stakeholders is TRUE?
A. Customers, users and suppliers are examples of stakeholders, who may be external to the service provider organization
B. External customers are those who work for the same organization as the IT service provider
C. Internal customers are always charged for the IT services they receive from the IT service provider organization
D. Internal customers purchase services from third-party suppliers by means of a legally binding contract or agreement
عرض الإجابة
اجابة صحيحة: C
السؤال #8
Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?
A. Categorization
B. Logging
C. Prioritization
D. Closure
عرض الإجابة
اجابة صحيحة: A
السؤال #9
Which is the CORRECT list of metrics to support CSI activities?
A. Technology, customer and business
B. Business, service and technology
C. Customer, business and process
D. Process, technology and service
عرض الإجابة
اجابة صحيحة: B
السؤال #10
What term describes assurance that a product or service will meet its agreed requirements?
A. Underpinning contract
B. Warranty
C. Service level agreement
D. Utility
عرض الإجابة
اجابة صحيحة: B
السؤال #11
Which Function would provide staff to monitor events in an Operations Bridge?
A. Applications Management
B. Service Desk
C. Technical Management
D. IT Operations Management
عرض الإجابة
اجابة صحيحة: D
السؤال #12
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Service Level Manager
C. The Customer
D. The Finance department
عرض الإجابة
اجابة صحيحة: C
السؤال #13
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
A. Customer assets
B. Customer perceptions
C. Business activity
D. Business vision
عرض الإجابة
اجابة صحيحة: C
السؤال #14
Which of the following is the BEST definition of an event?
A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
عرض الإجابة
اجابة صحيحة: C
السؤال #15
Which is a reason why incident management interfaces with service level management?
A. To ensure that problem records are circulated to all customers
B. To ensure that the status of faulty configuration items (CI) is recorded
C. To ensure that incident resolution times are aligned with business needs
D. To ensure that incident workarounds are acceptable to the customers
عرض الإجابة
اجابة صحيحة: B
السؤال #16
Which of the following form part of the five major aspects of service design? 1. Service solutions for new or changed services 2. Management policies and guidelines 3. Business and governance requirements 4. Technology architectures and management architectures
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: A
السؤال #17
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem management
عرض الإجابة
اجابة صحيحة: B
السؤال #18
What is a characteristic of a process?
A. It requires a specific tool
B. It is performance driven and measurable
C. It provides generic technical skills and resources
D. It does not react to a specific trigger
عرض الإجابة
اجابة صحيحة: A
السؤال #19
Which of the following would NOT be a task carried out by the Request Fulfillment process?
A. The sourcing and delivering of the components of requested standard services (e
B. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
C. Provision of information used to compare actual performance against design standards
D. Provision of information to users and customers about the availability of services and the procedure for obtaining them
عرض الإجابة
اجابة صحيحة: D
السؤال #20
Which of the following is a responsibility of Supplier Management?
A. Development, negotiation and agreement of contracts
B. Development, negotiation and agreement of Organizational Level Agreements
C. Development, negotiation and agreement of Service Level Agreements
D. Development, negotiation and agreement of Service Portfolio
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Which of the following Availability Management activities are considered to be proactive as opposed to reactive? (1) Risk assessment (2) Testing of resilience mechanisms (3) Monitoring of component availability
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: C
السؤال #22
Which is an example of improving service utility using service management automation?
A. Pre-determined routing of a service request
B. Reducing the time to compile service data
C. Monitoring service availability
D. Faster resource allocation
عرض الإجابة
اجابة صحيحة: D
السؤال #23
Which is an example of an internal customer?
A. A customer who has a contract with an internet service provider for a broadband connection
B. The HR department whose payroll service is provided by their organization’s IT department
C. An IT department that uses a network service obtained from a supplier
D. A retail bank that outsources its infrastructure to a third-party supplier
عرض الإجابة
اجابة صحيحة: C
السؤال #24
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
A. People, Process, Partners, Suppliers
B. People, Process, Products, Technology
C. People, Process, Products, Partners
D. People, Products, Technology, Partners
عرض الإجابة
اجابة صحيحة: D
السؤال #25
Which statement BEST describes the stakeholders in service management?
A. A stakeholder can only be the customer of a service
B. A stakeholder is any individual or group that has invested their money and time in the services
C. A stakeholder can only be the provider of a service
D. A stakeholder is any individual or group who has an interest in the management of the services
عرض الإجابة
اجابة صحيحة: C
السؤال #26
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
A. Availability Management
B. Demand Management
C. Financial Management
D. Service Level Management
عرض الإجابة
اجابة صحيحة: B
السؤال #27
A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed services(4) Plan technology refresh and software upgrades
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
عرض الإجابة
اجابة صحيحة: B
السؤال #28
In which of the following situations should a Problem Record be created?
A. An event indicates that a redundant network segment has failed but it has not impacted any users
B. An Incident is passed to second-level support
C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
D. Incident Management has found a workaround but needs some assistance in implementing it
عرض الإجابة
اجابة صحيحة: C
السؤال #29
Which of the following activities are helped by recording relationships between Configuration Items (Cis)? (1) Assessing the impact and cause of Incidents and Problems (2) Assessing the impact of proposed Changes (3) Planning and designing a Change to an existing service (4) Planning a technology refresh or software upgrade
A. 1 and 2 only
B. All of the above
C. 1, 2 and 4 only
D. 1, 3 and 4 only
عرض الإجابة
اجابة صحيحة: B
السؤال #30
Which statement about Business Cases is TRUE?
A. Business cases should focus on both the financial and non-financial impacts of the proposed project or service
B. Business cases should only focus on the financial impacts of the proposed project to secure support and funding
C. Business cases should only focus on the non-financial business impacts of the proposed project to secure proper high-level management support
D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets
عرض الإجابة
اجابة صحيحة: B
السؤال #31
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #32
How is the Service Catalogue used to add value to the service provider organization?
A. Providing a central source of information on the IT services delivered
B. Showing the business impact of a change
C. Displaying the relationships between configuration items
D. To predict the root cause of issues in the IT infrastructure
عرض الإجابة
اجابة صحيحة: D
السؤال #33
One of the five major aspects of Service Design is the design of the service solutions. It includes?
A. Requirements, resources and capabilities needed and agreed
B. Only requirements needed and agreed
C. Only capabilities needed and agreed
D. Only resources and capabilities needed
عرض الإجابة
اجابة صحيحة: B
السؤال #34
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
A. Facilities Management
B. Access Management
C. Request Fulfillment
D. Service Asset and Configuration Management
عرض الإجابة
اجابة صحيحة: B
السؤال #35
“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include which of the following?
A. Functions and Processes
B. Markets and Customers
C. Applications and Infrastructure
D. People, products and technology
عرض الإجابة
اجابة صحيحة: D
السؤال #36
Contracts relating to an outsourced Data Centre would be managed by?
A. Service Desk
B. IT Operations Control
C. Technical Management
D. Facilities Management
عرض الإجابة
اجابة صحيحة: B
السؤال #37
Which of the following are included within Release and Deployment Models? (1) Roles and responsibilities (2) Template release and deployment(3) Supporting systems, tools and procedures. (4) Handover activities and responsibilities
A. 1, 2 and 3 only
B. 2, 3 and 4 only
C. All of the above
D. 1 and 4 only
عرض الإجابة
اجابة صحيحة: B
السؤال #38
Which of the following would be defined as part of every process? (1) Roles (2) Activities (3) Functions (4) Responsibilities
A. 1 and 3 only
B. All of the above
C. 2 and 4 only
D. 1, 2 and 4 only
عرض الإجابة
اجابة صحيحة: A
السؤال #39
Which of the following would be carried out as part of a post-project benefits review?
A. An assessment of whether the project fulfilled its original objectives
B. A review of the performance of the project's products in operational use and identification of whether there have been any side-effects
C. An assessment of the project's risk management procedure
D. A review of the performance of the project management method and the project management team
عرض الإجابة
اجابة صحيحة: C
السؤال #40
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
A. Service level requests
B. Changes and Releases
C. Password resets
D. Incidents and Problems
عرض الإجابة
اجابة صحيحة: A
السؤال #41
Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that the user is satisfied with the outcome
A. 1 only
B. Both of the above
C. 2 only
D. Neither of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #42
Which ITIL process is used to restore normal service operation as quickly as possible?
A. Service level management
B. Incident management
C. Problem management
D. Availability management
عرض الإجابة
اجابة صحيحة: D
السؤال #43
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
عرض الإجابة
اجابة صحيحة: B
السؤال #44
What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?
A. an emergency change
B. an alert
C. an emergency event
D. a request for change
عرض الإجابة
اجابة صحيحة: A
السؤال #45
"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?
A. Service Operation
B. Service Strategy
C. Service Transition
D. Continual Service Improvement
عرض الإجابة
اجابة صحيحة: B
السؤال #46
Which of the following are objectives of Service Design? (1) Design Services to satisfy business objectives. (2) Identify and manage risk. (3) Design effective and efficient processes (4) Design a secure and resilient IT infrastructure.
A. 1 Only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: A
السؤال #47
Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
A. Continual service improvement
B. Service operation
C. Service strategyD
عرض الإجابة
اجابة صحيحة: D
السؤال #48
Which Function would provide staff to monitor events in a Network Operations Centre?
A. IT Operations Management
B. Applications Management
C. Service Desk
D. Technical Management
عرض الإجابة
اجابة صحيحة: D
السؤال #49
Which is a recommended response type to respond to either a threat or an opportunity?
A. Fallback
B. Reject
C. Share
D. Reduce
عرض الإجابة
اجابة صحيحة: A
السؤال #50
The BEST processes to automate are those that are:
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
عرض الإجابة
اجابة صحيحة: B
السؤال #51
Which process would you MOST expect to be involved in the management of underpinning contracts?
A. Change management
B. Service catalogue management
C. Supplier management
D. Release and deployment management
عرض الإجابة
اجابة صحيحة: B
السؤال #52
Which of the following does the Availability Management process include? (1) Ensuring services are able to meet availability targets (2) Monitoring and reporting actual availability (3) Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 1 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
عرض الإجابة
اجابة صحيحة: A
السؤال #53
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales
عرض الإجابة
اجابة صحيحة: D
السؤال #54
Defining the processes needed to operate a new service is part of:
A. Service Design: Design the processes
B. Service Strategy: Develop the offerings
C. Service Transition: Plan and prepare for deployment
D. Service Operation: IT Operations Management
عرض الإجابة
اجابة صحيحة: C
السؤال #55
Which is NOT an objective of the change management process?
A. To ensure that all changes to configuration items are recorded in the configuration management system
B. To ensure that changes are recorded and evaluated
C. To respond to the business and IT requests for change that will align the services with the business needs
D. To deliver and manage IT services at agreed levels to business users
عرض الإجابة
اجابة صحيحة: D
السؤال #56
Which of the following describes risk proximity?
A. The timeframe over which the risk mitigation actions should be implemented
B. The schedule for the risk management activities related to a plan
C. The timeframe over which a risk will be monitored by the risk owner
D. The timeframe for when the risk might materialize
عرض الإجابة
اجابة صحيحة: A
السؤال #57
Which model delivers a view of the services, assets and infrastructure?
A. Incident Model
B. Problem Model
C. Configuration Model
D. Change Model
عرض الإجابة
اجابة صحيحة: D
السؤال #58
In which of the following areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors 2. Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
عرض الإجابة
اجابة صحيحة: D
السؤال #59
Which of the following statements about processes is INCORRECT?
A. They are units of organizations designed to perform certain types of work
B. We must be able to measure them in a relevant manner
C. They deliver specific results
D. They respond to specific events
عرض الإجابة
اجابة صحيحة: C

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