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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
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 #2
How are target resolution times used in the 'incident management' practice?
A. hey are agreed, documented, and communicated to help set user expectations
B. hey are established, reviewed, and reported to ensure that customers are happy with the service
C. hey are initiated, approved, and managed to ensure that predictable responses are achieved
D. hey are scheduled, assessed and authorized to reduce the risk of service failures
عرض الإجابة
اجابة صحيحة: A
السؤال #3
Why should some service requests be fulfilled with no additional approvals?
A. o ensure that spending is properly accounted for
B. o ensure that information security requirements are met
C. o streamline the fulfilment workflow
D. o set user expectations for fulfilment times
عرض الإجابة
اجابة صحيحة: C
السؤال #4
Which is an activity of the 'problem management' practice?
A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations
عرض الإجابة
اجابة صحيحة: B
السؤال #5
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
عرض الإجابة
اجابة صحيحة: C
السؤال #6
Which role is responsible for carrying out the activities of a process?
A. rocess owner
B. hange manager
C. ervice manager
D. rocess practitioner
عرض الإجابة
اجابة صحيحة: D
السؤال #7
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 #8
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 #9
Access management is responsible for executing the policies that are defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
عرض الإجابة
اجابة صحيحة: B
السؤال #10
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 #11
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement
C. Service level management
D. Supplier management
عرض الإجابة
اجابة صحيحة: A
السؤال #12
Which is the main form of service interaction between service consumers and digital services?
A. Transfer of goods
B. Delivery of goods
C. Access to resources
D. Service actions
عرض الإجابة
اجابة صحيحة: C
السؤال #13
Which statement about a service value stream is CORRECT?
A. It uses prescriptive inputs and outputs
B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance
عرض الإجابة
اجابة صحيحة: C
السؤال #14
In service relationships, what is a benefit of identifying consumer roles?
A. It enables effective stakeholder management
B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value
عرض الإجابة
اجابة صحيحة: A
السؤال #15
Which statement about the service portfolio is TRUE?
A. he service portfolio includes all services except those managed by third parties
B. t allows the organization unlimited resources when planning for new service deployments
C. t is an integral part of the service catalogue
D. t represents all resources presently engaged or being released in various stages of the service lifecycle
عرض الإجابة
اجابة صحيحة: D
السؤال #16
Which is the main form of service interaction between service consumers and digital services?
A. Transfer of goods
B. Delivery of goods
C. Access to resources
D. Service actions
عرض الإجابة
اجابة صحيحة: C
السؤال #17
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 #18
How do 'continual improvement registers' help to create value?
A. y assigning change authorities for change requests
B. y documenting all improvement ideas in a single place
C. y monitoring achievement against service level targets
D. y making improvements visible
عرض الإجابة
اجابة صحيحة: B
السؤال #19
Which is included in the purpose of the 'change enablement' practice?
A. Make new and changed services available for use
B. Ensure that risks have been properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
عرض الإجابة
اجابة صحيحة: B
السؤال #20
What does 'change enablement' PRIMARILY focus on?
A. hanges to organizational structure
B. hanges to skills and competencies
C. hanges to service levels
D. hanges to products and services
عرض الإجابة
اجابة صحيحة: D
السؤال #21
Which of the following is NOT an objective of service transition?
A. o plan and manage the capacity and resource requirements to manage a release
B. o provide quality knowledge and information about services and service assets
C. o provide training and certification in project management
D. o ensure that a service can be managed, operated and supported
عرض الإجابة
اجابة صحيحة: C
السؤال #22
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
عرض الإجابة
اجابة صحيحة: A
السؤال #23
Where are the details of the required performance outcomes of a service defined?
A. Service level agreements
B. Service requests
C. Service components
D. Service offerings
عرض الإجابة
اجابة صحيحة: A
السؤال #24
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. hange enablement
B. ervice level management
C. roblem management
D. ervice request management
عرض الإجابة
اجابة صحيحة: B
السؤال #25
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. ervice offering
B. ervice provision
C. ervice management
D. ervice consumption
عرض الإجابة
اجابة صحيحة: C
السؤال #26
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication
عرض الإجابة
اجابة صحيحة: B
السؤال #27
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
عرض الإجابة
اجابة صحيحة: C
السؤال #28
What varies in size and complexity, and uses functions to achieve its objectives?
A. A risk
B. An organization
C. A practice
D. An outcome
عرض الإجابة
اجابة صحيحة: B
السؤال #29
Which guiding principle considers customer and user experience?
A. eep it simple and practical
B. ollaborate and promote visibility
C. tart where you are
D. ocus on value
عرض الإجابة
اجابة صحيحة: D
السؤال #30
Which of the following BEST describes an operating model?
A. set of rules that ensures consistent decision-making and accountability within the organization
B. recommendation that guides an organization's actions and decisions in all circumstances
C. set of organizational resources designed for performing specific work or achieving a particular objective
D. conceptual and visual representation of how an organization co-creates value with its customers
عرض الإجابة
اجابة صحيحة: D
السؤال #31
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 #32
What impact does automation have on a service desk?
A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralized location
عرض الإجابة
اجابة صحيحة: A
السؤال #33
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 #34
Which statement about change authorities is CORRECT?
A. Change authorities are only required for authorizing emergency changes
B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model
عرض الإجابة
اجابة صحيحة: D
السؤال #35
Which is most important for effective incident management?
A. Collaboration tools and techniques
B. Balanced scorecard review
C. Automated deployment pipelines
D. A different workflow for every request
عرض الإجابة
اجابة صحيحة: A
السؤال #36
Which is the BEST example of a standard change?
A. The review and authorization of a change requested by a customer
B. The implementation of a critical software patch in response to a vendor security issue
C. The installation of a software application in response to a service request
D. The replacement of a component in response to a major incident
عرض الإجابة
اجابة صحيحة: C
السؤال #37
The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?
A. eople, process, partners, performance
B. erformance, process, products, plans
C. eople, process, products, partners
D. eople, products, plans, partners
عرض الإجابة
اجابة صحيحة: C
السؤال #38
Which service lifecycle stage provides the following values to the business?
A. Service transition
B. Service strategy
C. Service operation
D. Service design
عرض الإجابة
اجابة صحيحة: C
السؤال #39
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
عرض الإجابة
اجابة صحيحة: B
السؤال #40
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A. ervice level management
B. T operations management
C. apacity management
D. ncident management
عرض الإجابة
اجابة صحيحة: B
السؤال #41
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement
C. Service level management
D. Supplier management
عرض الإجابة
اجابة صحيحة: A
السؤال #42
Why do many digital service providers aim to reduce or eliminate service actions?
A. To strengthen direct personal engagement between users and support staff
B. To ensure every service interaction is handled manually for better control
C. To comply with financial and regulatory policies
D. To streamline operations and increase consistency by relying more on automation
عرض الإجابة
اجابة صحيحة: D
السؤال #43
Which statement BEST describes service quality?
A. The totality of characteristics of a service that determine its ability to satisfy stated needs
B. The functionality provided by a product or service to meet a particular need
C. A documented agreement between a service provider and a customer
D. The assurance that a service will meet agreed requirements and is fit for use
عرض الإجابة
اجابة صحيحة: A
السؤال #44
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 #45
Which statement about the purpose of the Monitoring and event management practice is TRUE?
A. upport the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
B. inimize the negative impact of incidents by restoring normal service operation as quickly as possible
C. ystematically observe services and service components, and record and report selected changes of state identified as events
D. aximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
عرض الإجابة
اجابة صحيحة: C
السؤال #46
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 #47
What does observability enable in digital product and service management?
A. nderstanding system behaviour through outputs such as logs, metrics, and traces
B. mproving service reliability through engineering practices
C. nsuring changes are approved before being deployed
D. utomatically preventing incidents from occurring
عرض الإجابة
اجابة صحيحة: A
السؤال #48
Which of the following terms is more suitable to describe the functionality of a service?
A. tility
B. utput
C. arranty
D. utcome
عرض الإجابة
اجابة صحيحة: A
السؤال #49
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. t should always be used to support direct observation
B. t should always be used instead of direct observation
C. easured data is always more accurate than direct observation
D. he act of measuring always positively impacts results
عرض الإجابة
اجابة صحيحة: A
السؤال #50
Which describes a set of defined steps for implementing improvements?
A. Improve value chain activity
B. Continual improvement register
C. Continual improvement model
D. Engage value chain activity
عرض الإجابة
اجابة صحيحة: C

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