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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
Which is NOT a key focus of the 'information and technology' dimension?
A. Workflow management and inventory systems
B. Communication systems and knowledge bases
C. Roles and responsibilities
D. Security and compliance
عرض الإجابة
اجابة صحيحة: C
السؤال #2
Which practice identifies metrics that reflect a customer experience of a service?
A. Continual improvement
B. Service level management
C. Service desk
D. Problem management
عرض الإجابة
اجابة صحيحة: D
السؤال #3
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
A. Change control
B. IT asset management
C. Service desk
D. Service request management
عرض الإجابة
اجابة صحيحة: D
السؤال #4
Which stakeholders co-create value in a service relationship?
A. Investor and consumer
B. Investor and supplier
C. Consumer and provider
D. Provider and supplier
عرض الإجابة
اجابة صحيحة: A
السؤال #5
Which practice identifies metrics that reflect a customer experience of a service?
A. Continual improvement
B. Service level management
C. Service desk
D. Problem management
عرض الإجابة
اجابة صحيحة: B
السؤال #6
What is the purpose of the 'relationship management' practice?
A. To support the agreed quality of a service handling all agreed, userinitiated service requests
B. To set clear business-based targets for service performance
C. To establish and nurture the links between the organization and its stakeholders
D. To align the organization's practices and services with changing business needs
عرض الإجابة
اجابة صحيحة: B
السؤال #7
Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
A. assets
B. values
C. elements
D. services
عرض الإجابة
اجابة صحيحة: C
السؤال #8
Which process is used to compare the value that new services offer with the value of the services they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
عرض الإجابة
اجابة صحيحة: C
السؤال #9
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
A. Change control
B. IT asset management
C. Service desk
D. Service request management
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback
B. Think and work holistically
C. Keep it simple and practical
D. Focus on value
عرض الإجابة
اجابة صحيحة: A
السؤال #11
Which dimension considers how knowledge assets should be protected?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A
السؤال #12
Which activity captures the demand for incident resolution and service requests?
A. Change control
B. Problem management
C. Service desk
D. Service catalogue management
عرض الإجابة
اجابة صحيحة: C
السؤال #13
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: D
السؤال #14
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
A. Relationship management
B. Continual improvement
C. Service configuration management
D. Service level management
عرض الإجابة
اجابة صحيحة: D
السؤال #15
Which competencies are required by the 'service level management' practice?
A. Problem investigation and resolution
B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment
عرض الإجابة
اجابة صحيحة: C
السؤال #16
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
A. Service desk
B. Service level management
C. Service request management
D. Service configuration management
عرض الإجابة
اجابة صحيحة: D
السؤال #17
How should automation be implemented?
A. By initially concentrating on the most complex tasks
B. By optimizing as much as possible first
C. By replacing human intervention wherever possible
D. By replacing the existing tools first
عرض الإجابة
اجابة صحيحة: B
السؤال #18
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: B
السؤال #19
What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills
عرض الإجابة
اجابة صحيحة: C
السؤال #20
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback
عرض الإجابة
اجابة صحيحة: D
السؤال #21
Which dimension includes a workflow management system?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Which TWO statements about an organization’s culture are CORRECT? (Choose two.) * 1. It is created from shared values based on how it carries out its work * 2. It is determined by the type of technology used to support services * 3. It should be based on the culture of prospective suppliers * 4. It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: B
السؤال #23
Which practice provides a single point of contact for users?
A. Incident management
B. Change control
C. Service desk
D. Service request management
عرض الإجابة
اجابة صحيحة: D
السؤال #24
Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
A. plans
B. measurement
C. process
D. tools
عرض الإجابة
اجابة صحيحة: C
السؤال #25
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A standard change
B. An emergency change
C. An internal change
D. A normal change
عرض الإجابة
اجابة صحيحة: A
السؤال #26
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Incident management
B. Continual improvement
C. Service request management
D. Problem management
عرض الإجابة
اجابة صحيحة: B
السؤال #27
What is an output?
A. A possible event that could cause harm or loss
B. Something created by carrying out an activity
C. A result for a stakeholder
D. A change of state that has significance for the management of a configuration item
عرض الإجابة
اجابة صحيحة: D
السؤال #28
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A. information
B. utility
C. warranty
D. costs
عرض الإجابة
اجابة صحيحة: C
السؤال #29
What is the purpose of the 'information security management1 practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets
عرض الإجابة
اجابة صحيحة: B
السؤال #30
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Release management
B. Service desk
C. Problem management
D. Supplier management
عرض الإجابة
اجابة صحيحة: C
السؤال #31
Which TWO statements about an organization’s culture are CORRECT? (Choose two.) * 1. It is created from shared values based on how it carries out its work * 2. It is determined by the type of technology used to support services * 3. It should be based on the culture of prospective suppliers * 4. It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: C
السؤال #32
Which practice owns and manages issues, queries and requests from users?
A. Service desk
B. Problem management
C. Incident management
D. Change control
عرض الإجابة
اجابة صحيحة: C
السؤال #33
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 #34
Which describes normal changes?
A. Changes that need to be scheduled and assessed following a process
B. Changes that are low-risk and pre-authorized
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
عرض الإجابة
اجابة صحيحة: D
السؤال #35
Which is included in the purpose of the ‘design and transition’ value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs
عرض الإجابة
اجابة صحيحة: B
السؤال #36
How does information about problems and known errors contribute to 'incident management'?
A. It enables the reassessment of known erros
B. It enables quick and efficient diagnosis of incidents
C. It removes the need for collaboration during incident resolution
D. It removes the need for regular customer updates
عرض الإجابة
اجابة صحيحة: B
السؤال #37
Why should incidents be prioritized?
A. To help automated matching of incidents to problems or known errors
B. To identify which support team the incident should be escalated to
C. To ensure that incidents with the highest business impact are resolved first
D. To encourage a high level of collaboration within and between teams
عرض الإجابة
اجابة صحيحة: D
السؤال #38
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
عرض الإجابة
اجابة صحيحة: B
السؤال #39
What is a recommendation of the ‘focus on value’ guiding principle?
A. Make ‘focus on value’ a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement
عرض الإجابة
اجابة صحيحة: C
السؤال #40
What should all 'continual improvement' decisions be based on?
A. Accurate and carefully analysed data
B. Details of how services are measured
C. A recent maturity assessment
D. An up-to-date balanced scorecard
عرض الإجابة
اجابة صحيحة: A
السؤال #41
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue
C. Service pipeline, service catalogue and retired services
D. Service pipeline, configuration management system and service catalogue
عرض الإجابة
اجابة صحيحة: D
السؤال #42
Which dimension of service management considers governance, management, and communication?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A
السؤال #43
Which activity is part of the 'continual improvement' practice?
A. Populating and maintaining the asset register
B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities
عرض الإجابة
اجابة صحيحة: B
السؤال #44
Which is a purpose of the 'service desk' practice?
A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To capture demand for incident resolution and service requests
C. To set clear business-based targets for service performance
D. To maximize the number of successful IT changes by ensuring risks are properly assessed
عرض الإجابة
اجابة صحيحة: B
السؤال #45
Which is a key consideration for the guiding principle 'keep it simple and practical'?
A. Try to create a solution for every exception
B. Start with a complex solution, then simplify
C. Understand how each element contributes to value creation
D. Ignore the conflicting objectives of different stakeholders
عرض الإجابة
اجابة صحيحة: A
السؤال #46
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: D
السؤال #47
Which are phases of the release and deployment process? * 1. Release build and test * 2. Review and close * 3. Categorize and record * 4. Change authorization and schedule
A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4
عرض الإجابة
اجابة صحيحة: D
السؤال #48
Which dimension includes a workflow management system?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people
عرض الإجابة
اجابة صحيحة: A
السؤال #49
What is the purpose of the ‘deployment management’ practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
عرض الإجابة
اجابة صحيحة: B
السؤال #50
Which practice owns and manages issues, queries and requests from users?
A. Service desk
B. Problem management
C. Incident management
D. Change control
عرض الإجابة
اجابة صحيحة: A
السؤال #51
What are the three phases of 'problem management'?
A. Problem identification, problem control, error control
B. Problem analysis, error identification, incident resolution
C. Problem logging, problem classification, problem resolution
D. Incident management, problem management, change control
عرض الإجابة
اجابة صحيحة: C
السؤال #52
What is typically needed to assign complex incidents to support groups?
A. The incident priority
B. The incident category
C. A change schedule
D. A self-help tool
عرض الإجابة
اجابة صحيحة: C
السؤال #53
Which describes outcomes?
A. Tangible or intangible deliverables
B. Results desired by a stakeholder
C. Configuration of an organization's resources
D. Functionality offered by a product or service
عرض الإجابة
اجابة صحيحة: C
السؤال #54
Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams
عرض الإجابة
اجابة صحيحة: D
السؤال #55
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: C
السؤال #56
How does information about problems and known errors contribute to 'incident management'?
A. It enables the reassessment of known erros
B. It enables quick and efficient diagnosis of incidents
C. It removes the need for collaboration during incident resolution
D. It removes the need for regular customer updates
عرض الإجابة
اجابة صحيحة: D
السؤال #57
Which competencies are required by the 'service level management' practice?
A. Problem investigation and resolution
B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment
عرض الإجابة
اجابة صحيحة: D
السؤال #58
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management
عرض الإجابة
اجابة صحيحة: C
السؤال #59
What is the purpose of the 'information security management1 practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets
عرض الإجابة
اجابة صحيحة: C
السؤال #60
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Release management
B. Service desk
C. Problem management
D. Supplier management
عرض الإجابة
اجابة صحيحة: C
السؤال #61
How do all value chain activities transform inputs to outputs?
A. By using a combination of practices
B. By using a single functional team
C. By determining service demand
D. By implementing process automation
عرض الإجابة
اجابة صحيحة: A
السؤال #62
What is a problem?
A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service
عرض الإجابة
اجابة صحيحة: C
السؤال #63
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
عرض الإجابة
اجابة صحيحة: A
السؤال #64
What is a definition of a service improvement plan (SIP)?
A. A formal plan to implement improvements to a customer’s business processes
B. An input from availability management to service level management, detailing the service design plan
C. A formal plan to implement improvements to a service or process
D. An input from financial management for IT services to service level management, detailing the budget plan
عرض الإجابة
اجابة صحيحة: D

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