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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
What does the 'service request management' practice depend on for maximum efficiency?
A. Compliments and complaints
B. Self-service tools
C. Processes and procedures
D. Incident management
عرض الإجابة
اجابة صحيحة: C
السؤال #2
Reference Scenario: click here
A. Use the organization’s ITIL compliant toolset to enhance GCITS processes based on improvement priorities
B. Combine both GCITS and DriveYou
C. Modify GCITS cloud services to align with ITIL guidance and other best practice frameworks
D. Enhance GCITS processes based on a gap analysis between current delivery and required benefits, taking ideas from best practices
عرض الإجابة
اجابة صحيحة: D
السؤال #3
What is the effect of increased automation on the 'service desk' practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
عرض الإجابة
اجابة صحيحة: A
السؤال #4
Reference Scenario: click here
A. Work with the internal communications department to publish FAQs on the company intranet
B. Email the service desk analysts explaining the importance of the improvement to the company
C. Meet with the service desk analysts and explain how they will benefit from the improvement
D. Monitor the situation and review in a months’ time to determine if it is still an issue for concern
عرض الإجابة
اجابة صحيحة: C
السؤال #5
Why should service desk staff detect recurring issues?
A. To help identify problems
B. To escalate incidents to the correct support team
C. To ensure effective handling of service requests
D. To engage the correct change authority
عرض الإجابة
اجابة صحيحة: A
السؤال #6
Reference Scenario: click here
A. Implement ITIL problem management, document responsibilities, and create a RACI model authority matrix
B. Develop process documentation, train service desk, and implement a knowledge base
C. Hire a problem manager, create a problem management team, and agree targets
D. Identify commonly recurring incidents, develop work-arounds, and investigate root causes
عرض الإجابة
اجابة صحيحة: D
السؤال #7
Reference Scenario: click here
A. To organize and coordinate people's efforts and the allocation of resources to maximize efficiency in achieving identified goals
C. To analyze key stakeholders in order to assess their power, influence and interest in the improvement initiative
D. To clarify the role played by managers or business leaders in prioritizing changes during the lifecycle of the initiative
عرض الإجابة
اجابة صحيحة: B
السؤال #8
Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk
عرض الإجابة
اجابة صحيحة: B
السؤال #9
Reference Scenario: click here
A. Visit a representative sample of service desks and their customers; collect the same data from all of them
B. Speak to all of the service desks and their customers on the telephone; collect the same data from all of them
C. Send each service desk a questionnaire for staff and customers to complete and return
D. Visit all service desks; document their current practices and KPIs and talk to their customers
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Reference Scenario: click here
A. ‘Communication is a two-way process’
B. ‘We’re all communicating, all of the time’
C. ‘There is no single method of communication’
D. ‘Timing and frequency matter’
عرض الإجابة
اجابة صحيحة: C
السؤال #11
How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation
عرض الإجابة
اجابة صحيحة: B
السؤال #12
Reference Scenario: click here
A. The WiFi connection problem because it will result in significant cost to the university
B. The keycard management problem because it will result in significant risk to the university
C. The WiFi connection problem because it will result in significant risk to the university
D. The keycard management problem because it will result in significant cost to the university
عرض الإجابة
اجابة صحيحة: B
السؤال #13
What is the reason for using a balanced bundle of service metrics?
A. It reduces the number of metrics that need to be collected
B. It reports each service element separately
C. It provides an outcome-based view of services
D. It facilitates the automatic collection of metrics
عرض الإجابة
اجابة صحيحة: C
السؤال #14
Reference Scenario: click here
A. Managing stakeholders
B. Analyzing training needs
C. Managing sponsors
D. Creating a sense of urgency
عرض الإجابة
اجابة صحيحة: B
السؤال #15
Reference Scenario: click here
A. Value and outcome
B. Cost and outcome
C. Value and risk
D. Cost and risk
عرض الإجابة
اجابة صحيحة: D
السؤال #16
Which guiding principle recommends assessing the current state and deciding what can be reused?
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback
عرض الإجابة
اجابة صحيحة: B
السؤال #17
Reference Scenario: click here
A. To make sure the equipment needed is available and working
B. To ensure the workshop covers its objectives
C. To demonstrate professionalism when planning the workshop
D. To provide the exact agenda to the workshop delegates in advance
عرض الإجابة
اجابة صحيحة: B

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