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السؤال #1
What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
A. The complete collection of all data and data repositories in the organization
B. The knowledge to manage organization processes and people
C. The complete collection of all process management structures in the organization
D. The contextual awareness to provide strong common sense judgement
عرض الإجابة
اجابة صحيحة: D
السؤال #2
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission
عرض الإجابة
اجابة صحيحة: B
السؤال #3
Which of the following describes a sponsor within a consumer organization?
A. A person or group that has its own functions and authorities
B. A person or group that authorizes a change
C. The role that defines the requirements for a service
D. The role that authorizes the budget for service consumption
عرض الإجابة
اجابة صحيحة: D
السؤال #4
Identity the missing word in the following sentenceThe purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
A. ervices
B. rganizations
C. elationships
D. utcomes
عرض الإجابة
اجابة صحيحة: A
السؤال #5
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A. Plan
B. Improve
C. Design and transition
D. Deliver and support
عرض الإجابة
اجابة صحيحة: A
السؤال #6
A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?
A. hat is the vision?
B. ake action
C. here are we now?
D. here do we want to be?
عرض الإجابة
اجابة صحيحة: C
السؤال #7
Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
عرض الإجابة
اجابة صحيحة: B
السؤال #8
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
عرض الإجابة
اجابة صحيحة: B
السؤال #9
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
A. nderpinning contract
B. perational contract
C. erviceability contract
D. ervice level contract
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Which statement about outputs is CORRECT?
A. They consist of several outcomes
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describe how the service performs
عرض الإجابة
اجابة صحيحة: C
السؤال #11
Which practice provides a communications point for users to report operational issues, queries and requests?
A. Incident management
B. Continual improvement
C. Service desk
D. Relationship management
عرض الإجابة
اجابة صحيحة: C
السؤال #12
Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
عرض الإجابة
اجابة صحيحة: B
السؤال #13
Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
عرض الإجابة
اجابة صحيحة: D
السؤال #14
Identify the missing word(s) in the following sentence:The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
عرض الإجابة
اجابة صحيحة: B
السؤال #15
Which chapter of a practice guide provides recommendations for the successful automation of the practice?
A. Information and technology
B. Partners and suppliers
C. Organizations and people
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A
السؤال #16
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
A. The ability to discover and respond to failure earlier
B. Standardization of practices and services
C. Understanding the customer's perception of value
D. Understanding the current state and identifying what can be reused
عرض الإجابة
اجابة صحيحة: A
السؤال #17
Which is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible
عرض الإجابة
اجابة صحيحة: C
السؤال #18
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. roprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. ublic frameworks are always cheaper to adopt
C. ublic frameworks are prescriptive and tell you exactly what to do
D. roprietary knowledge has been tested in a wide range of environments
عرض الإجابة
اجابة صحيحة: A
السؤال #19
How do service providers contribute to the creation of service value for consumers?
A. They reduce risks and provide resources through specialization
B. They eliminate the need for consumers to use any resources
C. They replace consumers' responsibilities with their own services
D. They determine the financial outcomes for consumers directly
عرض الإجابة
اجابة صحيحة: A
السؤال #20
Which statement about the service value chain is CORRECT?
A. he service value chain converts value into demand
B. ach value chain activity uses different combinations of practices to convert inputs into outputs
C. ach value chain activity identifies a requirement for resources from an external supplier
D. he service value chain uses value streams to describe a combination of consumers and providers
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Which of the following describes a sponsor within a consumer organization?
A. A person or group that has its own functions and authorities
B. A person or group that authorizes a change
C. The role that defines the requirements for a service
D. The role that authorizes the budget for service consumption
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. Service request management
B. Problem management
C. Change control
D. Service level management
عرض الإجابة
اجابة صحيحة: B
السؤال #23
Which practice is responsible for moving new or changed components to live or other environments?
A. Release management
B. Deployment management
C. Change enablement
D. Supplier management
عرض الإجابة
اجابة صحيحة: B
السؤال #24
Which of the following options is a hierarchy that is used in knowledge management?
A. isdom - Information - Data - Knowledge
B. ata - Information - Knowledge - Wisdom
C. nowledge - Wisdom - Information - Data
D. nformation - Data - Knowledge - Wisdom
عرض الإجابة
اجابة صحيحة: B
السؤال #25
What does sustainability assure in the context of a service or product?
A. The service will meet the agreed requirements
B. The service will continually meet requirements for environmental responsibility
C. The service delivers the required functionality to meet business needs
D. The service supports the performance of the consumer
عرض الإجابة
اجابة صحيحة: B
السؤال #26
An organization asks a stakeholder to review a planned change.Which guiding principle does this demonstrate?
A. Collaborate and promote visibility
B. Start where you are
C. Focus on value
D. Keep it simple and practical
عرض الإجابة
اجابة صحيحة: A
السؤال #27
How do service providers contribute to the creation of service value for consumers?
A. They reduce risks and provide resources through specialization
B. They eliminate the need for consumers to use any resources
C. They replace consumers' responsibilities with their own services
D. They determine the financial outcomes for consumers directly
عرض الإجابة
اجابة صحيحة: A
السؤال #28
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
A. Configuration baseline
B. Project baseline
C. Change baseline
D. Asset baseline
عرض الإجابة
اجابة صحيحة: A
السؤال #29
When is the earliest that a workaround can be documented in 'problem management'?
A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved
عرض الإجابة
اجابة صحيحة: A
السؤال #30
Which activity is part of the 'continual improvement' practice?
A. Identifying the cause of incidents and recommending related improvements
B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action
عرض الإجابة
اجابة صحيحة: D
السؤال #31
Which statement about 'continual improvement' is CORRECT?
A. All improvement ideas should be logged in a single 'continual improvement register'
B. A single team should carry out 'continual improvement' across the organization
C. 'Continual improvement' should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of 'continual improvement'
عرض الإجابة
اجابة صحيحة: D
السؤال #32
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The 'incident management' practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first
عرض الإجابة
اجابة صحيحة: C
السؤال #33
Which practice is responsible for moving new or changed components to live or other environments?
A. Release management
B. Deployment management
C. Change enablement
D. Supplier management
عرض الإجابة
اجابة صحيحة: B
السؤال #34
Which one of the following generates demand for services?
A. atterns of business activity (PBA
B. ost of providing support
C. nfrastructure trends
D. ervice level agreements (SLA
عرض الإجابة
اجابة صحيحة: A
السؤال #35
Which statement about service requests is CORRECT?
A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
عرض الإجابة
اجابة صحيحة: D
السؤال #36
Which statement about the known error database (KEDB. is CORRECT?
A. t is maintained by problem management and is used by the service desk to help resolve incidents
B. t is maintained by the service desk and updated with the details of each new incident
C. t is a part of the configuration management database (CMDB
D. t is maintained by incident management and contains solutions to be implemented by problem Management
عرض الإجابة
اجابة صحيحة: A
السؤال #37
Which practice recommends the use of event-based surveys to gather feedback from customers?
A. Service level management
B. Change enablement
C. Service request management
D. Problem management
عرض الإجابة
اجابة صحيحة: A
السؤال #38
An organization asks a stakeholder to review a planned change.Which guiding principle does this demonstrate?
A. Collaborate and promote visibility
B. Start where you are
C. Focus on value
D. Keep it simple and practical
عرض الإجابة
اجابة صحيحة: A
السؤال #39
Identify the missing words in the following sentence:A user is [?] that uses services.
A. an organization
B. a role
C. a team
D. a supplier
عرض الإجابة
اجابة صحيحة: B
السؤال #40
What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system
B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship
عرض الإجابة
اجابة صحيحة: A
السؤال #41
Which of the following statements about the four dimensions of product and service management is CORRECT?
A. ll four dimensions apply only to product design and not to management practices
B. ll four dimensions focus mainly on the activities of the service value chain
C. ach dimension on its own is sufficient to achieve the desired outcomes
D. ll four dimensions are critical to effective and efficient facilitation of value
عرض الإجابة
اجابة صحيحة: D
السؤال #42
Which of the following BEST describes an operating model?
A. A set of rules that ensures consistent decision-making and accountability within the organization
B. A recommendation that guides an organization's actions and decisions in all circumstances
C. A set of organizational resources designed for performing specific work or achieving a particular objective
D. A conceptual and visual representation of how an organization co-creates value with its customers
عرض الإجابة
اجابة صحيحة: D
السؤال #43
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
عرض الإجابة
اجابة صحيحة: A
السؤال #44
An organization asks a stakeholder to review a planned change.Which guiding principle does this demonstrate?
A. Collaborate and promote visibility
B. Start where you are
C. Focus on value
D. Keep it simple and practical
عرض الإجابة
اجابة صحيحة: A
السؤال #45
Which element of the operating model refers to third parties contributing to value creation activities?
A. Partners and suppliers
B. Value streams and processes
C. Value chain
D. Organizations and people
عرض الإجابة
اجابة صحيحة: A
السؤال #46
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A. Progress iteratively with feedback
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical
عرض الإجابة
اجابة صحيحة: D
السؤال #47
Which statement about the service value chain is CORRECT?
A. The service value chain converts value into demand
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers
عرض الإجابة
اجابة صحيحة: B
السؤال #48
Which practice is MOST likely to benefit from the use of chatbots?
A. Service level management
B. Change enablement
C. Continual improvement
D. Service desk
عرض الإجابة
اجابة صحيحة: D
السؤال #49
Which service level metrics best measure user experience?
A. Single system-based metrics
B. Service uptime percentages only
C. Low-level operational metrics only
D. Metrics linked to defined outcomes
عرض الإجابة
اجابة صحيحة: D
السؤال #50
Which chapter of a practice guide provides recommendations for the successful automation of the practice?
A. Information and technology
B. Partners and suppliers
C. Organizations and people
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A

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