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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
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 #2
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 #3
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 #4
The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
عرض الإجابة
اجابة صحيحة: C
السؤال #5
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 #6
Which will help solve incidents more quickly?
A. Target resolution times
B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation
عرض الإجابة
اجابة صحيحة: C
السؤال #7
Which of the following is NOT one of the five individual aspects of service design?
A. he design of the service portfolio, including the service catalogue
B. he design of the technology architectures
C. he design of new or changed services
D. he design of market spaces
عرض الإجابة
اجابة صحيحة: D
السؤال #8
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 #9
What is the definition of a problem?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)
عرض الإجابة
اجابة صحيحة: B
السؤال #10
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A. Service request management
B. Service level management
C. Incident management
D. Change enablement
عرض الإجابة
اجابة صحيحة: C
السؤال #11
Which is an external input to the service value chain?
A. The 'improve' value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops
عرض الإجابة
اجابة صحيحة: C
السؤال #12
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 #13
A service offering may include goods, access to resources, and service actions.Which is an example of a service action?
A. A mobile phone enables a user to work remotely
B. A password allows a user connect to a WiFi network
C. A license allows a user to install a software product
D. A service desk agent provides support to a user
عرض الإجابة
اجابة صحيحة: D
السؤال #14
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
A. eployment management
B. onitoring and event management
C. ontinual improvement
D. T asset management
عرض الإجابة
اجابة صحيحة: D
السؤال #15
Which lifecycle activity is focused on creating prototypes and specifications?
A. upport
B. eliver
C. esign
D. ransition
عرض الإجابة
اجابة صحيحة: C
السؤال #16
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A
السؤال #17
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times
عرض الإجابة
اجابة صحيحة: C
السؤال #18
What can be used to determine if a service is 'fit for purpose'?
A. Availability
B. Warranty
C. Outcome
D. Utility
عرض الإجابة
اجابة صحيحة: D
السؤال #19
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 #20
Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
عرض الإجابة
اجابة صحيحة: D
السؤال #21
What is typically needed to assign complex incidents to support groups?
A. self-help tool
B. change schedule
C. he incident priority
D. he incident category
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Which of the following activities BEST represents transfer of goods in a service offering?
A. A cloud user accesses shared online storage
B. A service provider supplies new laptops to the customer
C. A customer receives advice from a helpdesk agent
D. A team attends a virtual training session
عرض الإجابة
اجابة صحيحة: B
السؤال #23
Which of the following describes a sponsor within a consumer organization?
A. person or group that has its own functions and authorities
B. person or group that authorizes a change
C. he role that defines the requirements for a service
D. he role that authorizes the budget for service consumption
عرض الإجابة
اجابة صحيحة: D
السؤال #24
Which element of the operating model refers to third parties contributing to value creation activities?
A. artners and suppliers
B. alue streams and processes
C. alue chain
D. rganizations and people
عرض الإجابة
اجابة صحيحة: A
السؤال #25
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 #26
What should be considered as part of the 'partners and suppliers' dimension?
A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization
عرض الإجابة
اجابة صحيحة: A
السؤال #27
Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
عرض الإجابة
اجابة صحيحة: C
السؤال #28
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 #29
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 #30
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
عرض الإجابة
اجابة صحيحة: C
السؤال #31
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 #32
Which of the following statements about value streams is INCORRECT?
A. alue streams are enabled and supported by the organization s value chain
B. alue streams can involve multiple practices
C. alue streams continue to evolve over time
D. alue streams should exclude suppliers
عرض الإجابة
اجابة صحيحة: D
السؤال #33
Which is a use of the change schedule?
A. ssigning resources to changes
B. reating change models
C. utomating the change process
D. eciding the approval authority for changes
عرض الإجابة
اجابة صحيحة: A
السؤال #34
Identify the missing word in the following sentence.The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
A. efined
B. ewarded
C. easured
D. anaged
عرض الإجابة
اجابة صحيحة: D
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 gives a user access to a system?
A. ervice requirement
B. ervice agreement
C. ervice consumption
D. ervice provision
عرض الإجابة
اجابة صحيحة: D
السؤال #37
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 #38
What is the MAIN purpose of collecting feedback during digital product development?
A. To record the final project results after completion
B. To limit information sharing to senior management to avoid confusion
C. To ensure that improvement efforts stay aligned with changing priorities
D. To reduce stakeholder involvement to minimize complexity
عرض الإجابة
اجابة صحيحة: C
السؤال #39
Which two practices interact the MOST with the service desk practice?
A. Incident management and service request management
B. Service request management and deployment management
C. Deployment management and change enablement
D. Change enablement and incident management
عرض الإجابة
اجابة صحيحة: A
السؤال #40
Which term relates to service levels aligned with the needs of service consumers?
A. tility
B. arranty
C. ervice management
D. ost
عرض الإجابة
اجابة صحيحة: B
السؤال #41
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 #42
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A
السؤال #43
What varies in size and complexity, and uses functions to achieve its objectives?
A. n outcome
B. n organization
C. practice
D. risk
عرض الإجابة
اجابة صحيحة: B
السؤال #44
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A
السؤال #45
What term is used to describe whether a service will meet availability, capacity and security requirements?
A. Outcomes
B. Value
C. Utility
D. Warranty
عرض الإجابة
اجابة صحيحة: D
السؤال #46
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
A. Deployment management
B. Release management
C. Change control
D. Service configuration management
عرض الإجابة
اجابة صحيحة: C
السؤال #47
Which includes governance, management practices, and continual improvement?
A. The service value system
B. The 'deliver and support' value chain activity
C. The 'focus on value' guiding principle
D. The 'value stream and processes' dimension
عرض الإجابة
اجابة صحيحة: A
السؤال #48
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
عرض الإجابة
اجابة صحيحة: C
السؤال #49
What is the definition of 'service management'?
A. formal description of one or more services, designed to address the needs of a target consumer group
B. result for a stakeholder enabled by one or more outputs
C. set of specialized organizational capabilities for enabling value for customers in the form of services
D. oint activities performed by a service provider and a service consumer to ensure continual value co-creation
عرض الإجابة
اجابة صحيحة: C
السؤال #50
How are target resolution times used in the 'incident management' practice?
A. They are agreed, documented, and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are initiated, approved, and managed to ensure that predictable responses are achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures
عرض الإجابة
اجابة صحيحة: A

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