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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles and responsibilities to work on CSI initiatives. (2) Measure and review that the CSI plan is executed and its objectives are being achieved. (3) Identify the scope, objectives and requirements for CSI. (4) Decision on implementation of further enhancement.
A. 3-1-2-4
B. 3-4-2-1
C. 1-3-2-4
D. 2-3-4-1
عرض الإجابة
اجابة صحيحة: B
السؤال #2
Which is a definition of a risk cause?
A. The impact of a risk on the stage and project tolerance
B. The source of a risk
C. The overall effect of a risk on the Business Case
D. How likely a risk is to occur in a given project situation
عرض الإجابة
اجابة صحيحة: D
السؤال #3
What are Request Models used for?
A. Capacity Management
B. Modeling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Identifying frequently received user requests and defining how they should be handled
عرض الإجابة
اجابة صحيحة: B
السؤال #4
Customer perceptions and business outcomes help lo define what?
A. The value off a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
عرض الإجابة
اجابة صحيحة: D
السؤال #5
Which of the following are goals of Service Operation? (1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business (2) The successful release of services into the live environment
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
عرض الإجابة
اجابة صحيحة: B
السؤال #6
What processes represent the scope of financial management for IT services?
A. Budgeting, costing and charging
B. Budgeting, accounting and charging
C. Cost models and invoicing
D. Charging, accounting and billing
عرض الإجابة
اجابة صحيحة: C
السؤال #7
When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized
عرض الإجابة
اجابة صحيحة: A
السؤال #8
Which describes a proactive trigger for problem management?
A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
C. Suspicion or detection of a cause of one or more incidents by the service desk
D. Trending of historical incident records to identify one or more underlying causes
عرض الإجابة
اجابة صحيحة: A
السؤال #9
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: B
السؤال #10
What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
عرض الإجابة
اجابة صحيحة: A
السؤال #11
Which of the following statements is CORRECT?
A. Process owners are more important to service management than service owners
B. Service owners are more important to service management than process owners
C. Service owners are as important to service management as process owners
D. Process owners and service owners are not required within the same organization
عرض الإجابة
اجابة صحيحة: C
السؤال #12
Which dimension considers how knowledge assets should be protected? https://www.gratisexam.com/
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: C
السؤال #13
What is the definition of an Alert?
A. An error message to the user of an application
B. A warning that a threshold has been reached or that something has changed
C. A type of Incident
D. An audit report that indicates areas where IT is not performing according to agreed procedures
عرض الإجابة
اجابة صحيحة: C
السؤال #14
What is warranty? https://www.gratisexam.com/
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
عرض الإجابة
اجابة صحيحة: A
السؤال #15
As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? (1) An internal service provider embedded within a business unit (2) An internal service provider that provides shared IT services (3) An external service provider
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: D
السؤال #16
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple
عرض الإجابة
اجابة صحيحة: B
السؤال #17
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
عرض الإجابة
اجابة صحيحة: C
السؤال #18
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through 1st and 2nd line
B. Only manage Incidents effectively through the 1st line
C. Only manage Incidents effectively at the 3rd line
D. Manage Incidents effectively through 1st, 2nd and 3rd line
عرض الإجابة
اجابة صحيحة: D
السؤال #19
What are the two MAIN types of activity in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
عرض الإجابة
اجابة صحيحة: D
السؤال #20
What should the IT service continuity process primarily support?
A. Critical IT processes
B. All the services in the service portfolio
C. Business continuity strategy
D. Mission critical services at peak business periods
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Which of the following is the CORRECT definition of a Release Unit?
A. A measurement of cost
B. A function described within Service Transition
C. The team of people responsible for implementing a release
D. The portion of a service or IT infrastructure that is normally released together
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication should not take place without a clear audience
A. 1 only
B. 2 only
C. Both of the above
D. None of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #23
Which of these would fall outside the scope of a typical service change management process?
A. A change to a contract with a supplier
B. A firmware upgrade to a server that is only used for IT Service Continuity purposes
C. An urgent need to replace a CPU to restore a service during an incident
D. A change to a business process that depends on IT Services
عرض الإجابة
اجابة صحيحة: C
السؤال #24
Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics
عرض الإجابة
اجابة صحيحة: B
السؤال #25
Which is NOT within the scope of service transition?
A. Managing major changes or new services into the operational environment
B. Defining how the service provider will meet the customer's required business outcomes
C. Ensuring that emergency changes are assessed for impact before implementation
D. Creating a logical model between the individual components and the overall service
عرض الإجابة
اجابة صحيحة: C
السؤال #26
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
A. Service Portfolio Management
B. Service Level Management
C. Component Capacity Management
D. Demand Management
عرض الإجابة
اجابة صحيحة: B
السؤال #27
Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to whom? (3) What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. All of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #28
Which statement about internal customers is CORRECT?
A. Services are provided to internal customers under contractual agreements
B. Internal customers have different organizational objectives from their service provider
C. Agreed levels of service are not as important to internal customers
D. Internal customers are part of the same organization as the service provider
عرض الإجابة
اجابة صحيحة: B
السؤال #29
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
A. Service Level Management
B. Change Management
C. Incident Management
D. Service Asset and Configuration Management
عرض الإجابة
اجابة صحيحة: C
السؤال #30
Which of the following statements is CORRECT?
A. IT Service Continuity Management can only take place once Business Continuity Management has been established
B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
C. Business Continuity Management and IT Service Continuity Management must be established at the same time
D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
عرض الإجابة
اجابة صحيحة: A
السؤال #31
Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
A. IT management
B. Service desk manager
C. Business management
D. The change manager
عرض الإجابة
اجابة صحيحة: A
السؤال #32
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2) Effectiveness(3) Efficiency (4) ?
A. Cost
B. Conformance
C. Compliance
D. Capacity
عرض الإجابة
اجابة صحيحة: B
السؤال #33
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
عرض الإجابة
اجابة صحيحة: D
السؤال #34
Which function is responsible for the closure of an incident record?
A. Event management
B. The service desk
C. Either the service desk or an appropriate third party engineer
D. Any appropriate function
عرض الإجابة
اجابة صحيحة: C
السؤال #35
Which of the following statements is CORRECT?
A. The CMS is part of the Configuration Management Data Base (CMDB)
B. The KEDB and the CMS form part of the larger SKMS
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
عرض الإجابة
اجابة صحيحة: A
السؤال #36
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
A. The Asset Register
B. The Service Knowledge Management System
C. The Known Error Database
D. The Information Management System
عرض الإجابة
اجابة صحيحة: D
السؤال #37
Which is the CORRECT description of an outcome?
A. The result of carrying out an activity, following a process, or delivering an IT service
B. The inputs that trigger an action for an activity, process or IT service
C. The prediction of the future demand requirements for an activity, process or IT service
D. The design and development of the activities that make up a process or IT service
عرض الإجابة
اجابة صحيحة: D
السؤال #38
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Access management
B. Request Fulfillment
C. Release and Deployment Management
D. Incident Management
عرض الإجابة
اجابة صحيحة: A
السؤال #39
Which of the following questions does the guidance in service strategy help to answer? (1) What services should we offer and to whom? (2) How do we differentiate ourselves from competing alternatives? (3) How do we create value for our customers?
A. 1 only
B. 2 only
C. 3 only
D. All of the above
عرض الإجابة
اجابة صحيحة: A
السؤال #40
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate
عرض الإجابة
اجابة صحيحة: C
السؤال #41
When should tests for a new service be designed?
A. At the same time as the service is designed
B. After the service has been designed, before the service is handed over to Service Transition
C. As part of Service Transition
D. Before the service is designed
عرض الإجابة
اجابة صحيحة: D
السؤال #42
Which of the following would commonly be in a contract underpinning an IT service? (1) Marketing information (2) Contract description and scope (3) Responsibilities and dependencies
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. None of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #43
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 #44
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service
عرض الإجابة
اجابة صحيحة: B
السؤال #45
Which of the following are benefits to the business of implementing Service Transition? (1) Ability to adapt quickly to new requirements (2) Reduced cost to design new services (3) Improved success in implementing changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
عرض الإجابة
اجابة صحيحة: B
السؤال #46
Which process lists "Understanding patterns of business activity" as a major role?
A. Demand Management
B. Supplier Management
C. Service Desk
D. Request Fulfillment
عرض الإجابة
اجابة صحيحة: B
السؤال #47
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 #48
Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
عرض الإجابة
اجابة صحيحة: A
السؤال #49
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
D. Service Catalogue and Service Portfolio are different names for the same thing
عرض الإجابة
اجابة صحيحة: D
السؤال #50
Which of the following statements is CORRECT? (1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the lifecycle are concerned with the value of IT services
A. Both of the above
B. Neither of the above
C. 2 only
D. 1 only
عرض الإجابة
اجابة صحيحة: D
السؤال #51
Which of the following is one of the primary objectives of Service Strategy?
A. To design and build processes that will meet business needs
B. To provide detailed specifications for the design of IT services
C. To transform Service Management into a strategic asset
D. To underscore the importance of services in the global economy
عرض الإجابة
اجابة صحيحة: A
السؤال #52
What is the objective of Access Management?
A. To provide security staff for Data Centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To manage access to the Service Desk
D. To manage the right to use a service or group of services
عرض الإجابة
اجابة صحيحة: C
السؤال #53
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
A. The utility of a service
B. The warranty of a service
C. The economic value of a service
D. Return on investment
عرض الإجابة
اجابة صحيحة: C
السؤال #54
Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts 2. Updating the Supplier and Contract database 3. Planning for possible closure, renewal or extension of contracts 4. Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #55
Which Service Design process makes the most use of data supplied by Demand Management?
A. Service Catalogue Management
B. Service Level Management
C. IT Service Continuity Management
D. Capacity Management
عرض الإجابة
اجابة صحيحة: D
السؤال #56
Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation
عرض الإجابة
اجابة صحيحة: A
السؤال #57
Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a release
عرض الإجابة
اجابة صحيحة: A
السؤال #58
Which role is accountable for a specific service within an organization?
A. The Service Level Manager
B. The Business Relationship Manager
C. The Service Owner
D. The Service Continuity Manager
عرض الإجابة
اجابة صحيحة: B
السؤال #59
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: D
السؤال #60
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
A. Service management
B. Continual improvement
C. A service
D. An IT asset
عرض الإجابة
اجابة صحيحة: C
السؤال #61
When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested
عرض الإجابة
اجابة صحيحة: B
السؤال #62
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
A. Service Operation
B. Capacity Management
C. Service Design
D. Availability Management
عرض الإجابة
اجابة صحيحة: C
السؤال #63
How does a service consumer contribute to the reduction of disk?
A. By paying for the service
B. By managing server hardware
C. By communicating constraints
D. By managing staff availability
عرض الإجابة
اجابة صحيحة: C
السؤال #64
Which of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services
عرض الإجابة
اجابة صحيحة: A
السؤال #65
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: B
السؤال #66
Which of the following is an example of self-help capabilities?
A. Menu-driven range of facilities used to access service requests
B. Calls to the service desk to register standard changes
C. A software update downloaded automatically to all laptops in an organization
D. Software to allow programmers to debug code
عرض الإجابة
اجابة صحيحة: A
السؤال #67
A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk. What should the service desk open?
A. A problem record
B. A service request
C. An incident record
D. An emergency request
عرض الإجابة
اجابة صحيحة: D

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