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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process
A. Improved user satisfaction
B. Incident volume reduction
C. Elimination of lost incidents
D. Less disruption to both IT support staff and users
عرض الإجابة
اجابة صحيحة: B
السؤال #2
Which of the following definitions best describes the IT Infrastructure Library (ITIL)?
A. AA documented framework of proven best practices in Service Management
B. BA prescriptive process for managing Service Improvement Projects
C. CA methodology for supporting and delivering IT services
D. DA quality standard in managing customer relationships
عرض الإجابة
اجابة صحيحة: A
السؤال #3
When analyzing data patterns to determine if a process is in statistical control, which patterns are typically indicative of special cause variation?(Choose Three)
A. Runs
B. Trends
C. Hugging the centerline
D. Large shifts in data points
عرض الإجابة
اجابة صحيحة: abd
السؤال #4
During the release planning stage you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?
A. AFull Release
B. BPackage Release
C. CEmergency
D. DDelta Release
عرض الإجابة
اجابة صحيحة: B
السؤال #5
Which of the following activities are NOT part of IT Accounting?
A. alculation of the costs of IT services
B. udgeting
C. dentification of costs by customer, service or activity
D. erforming cost-benefit analyses to support decision making
عرض الإجابة
اجابة صحيحة: B
السؤال #6
With which of the following processes is Problem Management least likely to interface on a regular basis?
A. IT Financial Management
B. Change Management
C. Incident Management
D. Availability Management
عرض الإجابة
اجابة صحيحة: A
السؤال #7
Which of the following is NOT a valid attribute of a hardware CI?
A. supplier's part number
B. he cost of the item
C. manufacturer's serial number
D. he number of items held
عرض الإجابة
اجابة صحيحة: D
السؤال #8
A caliper that is typically used at the mill to accept parts was sent out for calibration. After it came back, the calibration certificate indicated that the caliper was out of spec when it was received by the calibration service. What is the next step?Response:
A. old a meeting with appropriate people to find out what impact this has on the product
B. hrow the caliper out
C. old the operator responsible for using a caliper that was out of spec
D. mmediately place all product on hold and scrap
عرض الإجابة
اجابة صحيحة: A
السؤال #9
How many micro inches in 2.5 inches?Response:
A. ,500,000
B. 5,000
C. 5,000,000
D. ,500
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Why is Service Management so important to IT service providers?
A. The success of many businesses depends upon the quality of their IT
B. It's the only way to manage IT in the Internet age
C. It's contained within the IT Infrastructure Library
D. It's the first non-proprietary initiative for the management of IT systems
عرض الإجابة
اجابة صحيحة: A
السؤال #11
Which of these is/are TRUE?1. Functional escalation is an essential part of the Incident Management process2. All calls to the Service Desk should be treated as incidents3. Service Requests can be handled by Service Desk Staff
A. 1 and 3
B. All three of them
C. Only 1
D. 1 and 2
عرض الإجابة
اجابة صحيحة: A
السؤال #12
If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organisation's senior managers?
A. Progress reporting
B. Leading the recovery teams
C. Co-ordinating and directing activities, arbitrating and allocating resources
D. Executing recovery instructions
عرض الإجابة
اجابة صحيحة: C
السؤال #13
Advantages of digital scales versus dial and vernier scales are:Response:
A. ll of the above
B. educed errors in reading values
C. he reduction in cosine error
D. greater number of digits of display resolution
عرض الإجابة
اجابة صحيحة: A
السؤال #14
Which of the following are NOT operational costs?
A. Staff
B. Consultancy
C. A mainframe purchase
D. Accommodation rental
عرض الإجابة
اجابة صحيحة: C
السؤال #15
Which of the following statements correctly distinguish between Pp and Ppk studies?(Choose Two)
A. Pp measures overall process variation
B. Ppk accounts for process centering
C. Pp is used for long-term capability analysis
D. Ppk is used for short-term capability analysis
عرض الإجابة
اجابة صحيحة: ab
السؤال #16
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
عرض الإجابة
اجابة صحيحة: B
السؤال #17
Which of the following activities may, exceptionally, be omitted for an urgent change:1. Recording that the change has been made2. Testing the change3. Holding a CAB meeting4. Establishing a back-out plan
A. All of them
B. 2 and 4
C. 2 and 3
D. 3 and 4
عرض الإجابة
اجابة صحيحة: C
السؤال #18
From a well-informed User's perspective, which of the following is a likely sequence in themanagement of a service failure?
A. ncident Management, Problem Management, Release Management, Change Management
B. ncident Management, Problem Management, Change Management, Release Management
C. hange Management, Incident Management, Problem Management, Release Management
D. ncident Management, Change Management, Release Management, Problem Management
عرض الإجابة
اجابة صحيحة: B
السؤال #19
What is 118º 45' 19.4" minus 106º 51' 19.6"?Response:
A. 2º 53' 59
B. 1º 53' 58
C. 1º 52' 57
D. 1º 53' 59
عرض الإجابة
اجابة صحيحة: D
السؤال #20
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Which standards organization is primarily focused on developing voluntary consensus standards for products, services, and systems in the U.S.?
A. ISO
B. ANSI
C. ASTM
D. QS
عرض الإجابة
اجابة صحيحة: b
السؤال #22
Which definitions are commonly used to describe quality?(Choose Two)
A. Conformance to specifications
B. Total customer satisfaction
C. Cost minimization
D. Employee satisfaction
عرض الإجابة
اجابة صحيحة: ab
السؤال #23
In Availability Management, Confidentiality and Integrity are elements of:
A. eliability
B. erviceability
C. ecurity
D. aintainability
عرض الإجابة
اجابة صحيحة: C
السؤال #24
All of the following situations indicate the need for a product audit EXCEPT when Response:
A. roduct is found defective after 100% inspection
B. customer identifies a product inventory discrepancy
C. new product is being released for the first time
D. onconforming product is received by a customer
عرض الإجابة
اجابة صحيحة: B
السؤال #25
How do internal and external customers influence products, services, and processes?(Choose Two)
A. They provide feedback that can lead to product and process improvements
B. They determine organizational policies
C. They have no influence on product design
D. They set the expectations for product quality and service levels
عرض الإجابة
اجابة صحيحة: d
السؤال #26
The task is to measure hole to hole in a vertical pattern. The holes are set at 90 degrees to each other. Which equipment of the following is a good choice?Response:
A. eight gauge and Indicator
B. ndicator and Parallel bars
C. eight gauge and V-Block
D. -Block and Parallel bars
عرض الإجابة
اجابة صحيحة: A
السؤال #27
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
عرض الإجابة
اجابة صحيحة: B
السؤال #28
What are key elements of maintaining a strong supplier relationship?
A. Regular communication and feedback
B. Constant price negotiations
C. Formal performance reviews
D. Complete reliance on verbal agreements
عرض الإجابة
اجابة صحيحة: ac
السؤال #29
Which of the following places Problem Management activities in the correct order:
A. Identify and record, classify, investigate and diagnose, raise an RFC, review the change
B. Investigate and diagnose, raise an RFC, classify, identify and record
C. Identify and record, investigate and diagnose, raise an RFC, classify, review the change
D. Review a change, classify, identify and record, investigate and diagnose, raise another RFC
عرض الإجابة
اجابة صحيحة: A
السؤال #30
In which situation would you most likely use a cause and effect diagram?
A. To identify trends over time
B. To determine the root causes of a problem
C. To collect data on the frequency of events
D. To display the distribution of a data set
عرض الإجابة
اجابة صحيحة: b
السؤال #31
Failure Mode and Effects Analysis (FMEA) is primarily used to?
A. Identify and prioritize potential failures in a process
B. Monitor process variations over time
C. Visualize the flow of materials
D. Track the occurrence of defects
عرض الإجابة
اجابة صحيحة: a
السؤال #32
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
عرض الإجابة
اجابة صحيحة: B
السؤال #33
Possible problems with Change Management include:
A. Greater ability to absorb a large volume of change
B. Increased visibility and communication of changes
C. Lack of ownership of impacted services
D. Better alignment of IT services to actual business needs
عرض الإجابة
اجابة صحيحة: C
السؤال #34
With which of the following processes is Problem Management least likely to interface on a regular basis?
A. AIT Financial Management
B. BChange Management
C. CIncident Management
D. DAvailability Management
عرض الإجابة
اجابة صحيحة: A
السؤال #35
An overhead would normally be regarded as which of the following?
A. AA discounted charge
B. BThe market price
C. CAn indirect cost
D. DA direct cost
عرض الإجابة
اجابة صحيحة: C
السؤال #36
Which one of the following is NOT the responsibility of a Service Level Manager?
A. nalysing and reviewing agreed service levels
B. aintaining the service catalogue
C. egotiating requests for service
D. ssessing the full impact of proposed changes to services
عرض الإجابة
اجابة صحيحة: D
السؤال #37
With which of the following processes is Problem Management least likely to interface on a regular basis?
A. IT Financial Management
B. Change Management
C. Incident Management
D. Availability Management
عرض الإجابة
اجابة صحيحة: A
السؤال #38
Why is it important to use customer satisfaction feedback to drive continuous improvement?
A. It helps identify areas for improvement
B. It increases customer loyalty and satisfaction
C. It ensures that the organization remains competitive
D. All of the above
عرض الإجابة
اجابة صحيحة: d
السؤال #39
To calculate the percentage of a part out of the whole, which formula should be used?
A. (Whole / Part) × 100
B. (Part + WholE
C. (Part - WholE
D. (Part / WholE
عرض الإجابة
اجابة صحيحة: d
السؤال #40
Which of the following places Problem Management activities in the correct order:
A. Identify and record, classify, investigate and diagnose, raise an RFC, review the change
B. Investigate and diagnose, raise an RFC, classify, identify and record
C. Identify and record, investigate and diagnose, raise an RFC, classify, review the change
D. Review a change, classify, identify and record, investigate and diagnose, raise another RFC
عرض الإجابة
اجابة صحيحة: A
السؤال #41
Why is Service Management so important to IT service providers?
A. The success of many businesses depends upon the quality of their IT
B. It's the only way to manage IT in the Internet age
C. It's contained within the IT Infrastructure Library
D. It's the first non-proprietary initiative for the management of IT systems
عرض الإجابة
اجابة صحيحة: A
السؤال #42
Why is Service Management so important to IT service providers?
A. The success of many businesses depends upon the quality of their IT
B. It's the only way to manage IT in the Internet age
C. It's contained within the IT Infrastructure Library
D. It's the first non-proprietary initiative for the management of IT systems
عرض الإجابة
اجابة صحيحة: A
السؤال #43
What is Failure Modes and Effects Analysis (FMEA) primarily used for?
A. Increasing production speed
B. Identifying potential failures and their impacts
C. Reducing employee turnover
D. Managing financial resources
عرض الإجابة
اجابة صحيحة: b
السؤال #44
Plug gages and ring gauges have which of the following in common?Response:
A. hey both check outside dimensions
B. hey have the same accuracy
C. hey both check inside dimensions
D. hey are both attribute gauges
عرض الإجابة
اجابة صحيحة: D
السؤال #45
Consider the following activities: 1. The analysis of raw data 2. The identification of trends 3. The definition of Service Management processes 4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?
A. All of them
B. 2 and 3
C. None of them
D. 1, 2 and 4
عرض الإجابة
اجابة صحيحة: D
السؤال #46
An inspector wishes to determine the frequency of defects that have been found during the inspection of a specific part in order to set priorities for resolution. The attribute data could best be evaluated using which of the following?Response:
A. histogram
B. Pareto chart
C. run chart
D. scatter diagram
عرض الإجابة
اجابة صحيحة: B
السؤال #47
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
عرض الإجابة
اجابة صحيحة: B
السؤال #48
A service-based (rather than a customer-based) SLA:
A. Covers all services for a particular customer
B. Covers a set of similar services, for a single customer
C. Covers all services
D. Covers a single service, for all of the customers of that service
عرض الإجابة
اجابة صحيحة: D

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