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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
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 #2
Which process is responsible for managing relationships with vendors?
A. hange management
B. ervice portfolio management
C. upplier management
D. ontinual service improvement
عرض الإجابة
اجابة صحيحة: C
السؤال #3
Which of the following service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sun
A. , 2 and 4 only
B. , 3 and 4 only
C. , 3 and 4 only
D. , 2 and 3 only
عرض الإجابة
اجابة صحيحة: A
السؤال #4
What are the categories of event described in the UIL service operation book?
A. nformational, scheduled, normal
B. cheduled, unscheduled, emergency
C. nformational, warning, exception
D. arning, reactive, proactive
عرض الإجابة
اجابة صحيحة: C
السؤال #5
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A. mployers
B. takeholders
C. egulators
D. ccreditors
عرض الإجابة
اجابة صحيحة: B
السؤال #6
Which of the following are the MAIN objectives of incident management?1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operations
A. and 2 only
B. and 3 only
C. and 3 only
D. ll of the above
عرض الإجابة
اجابة صحيحة: B
السؤال #7
What is the name of the group that should review changes that must be implemented faster than the normal change process?
A. echnical management
B. mergency change advisory board
C. rgent change board
D. rgent change authority
عرض الإجابة
اجابة صحيحة: B
السؤال #8
Which of the following is NOT an objective of service transition?
A. o ensure that a service can be operated, managed and supported
B. o provide training and certification in project management
C. o provide quality knowledge and information about services and service assets
D. o plan and manage the capacity and resource requirements to manage a release
عرض الإجابة
اجابة صحيحة: B
السؤال #9
Which of the following types of service should be included in the scope of service portfolio management?1. Those planned to be delivered2. Those being delivered3. Those that have been withdrawn from service
A. and 3 only
B. ll of the above
C. and 2 only
D. and 3 only
عرض الإجابة
اجابة صحيحة: B
السؤال #10
The BEST description of an incident is:
A. n unplanned disruption of service unless there is a backup to that service
B. n unplanned interruption to service or a reduction in the quality of service
C. ny disruption to service whether planned or unplanned
D. ny disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
عرض الإجابة
اجابة صحيحة: B
السؤال #11
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. evise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. here do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. dentify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D. hat is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
عرض الإجابة
اجابة صحيحة: D
السؤال #12
What are the KEY stakeholder groups mat service providers should cooperate with?
A. uppliers
B. ustomers
C. elationship managers
D. evelopers
عرض الإجابة
اجابة صحيحة: B
السؤال #13
Which describes an unresolved problem which has been already analysed?
A. workaround
B. n incident
C. known error
D. risk
عرض الإجابة
اجابة صحيحة: C
السؤال #14
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
A. o escalate an incident to a supplier or partner
B. o users can resolve their own incidents with self-help
C. o resolve a complex or major incident
D. o customers and users are provided with timely updates
عرض الإجابة
اجابة صحيحة: C
السؤال #15
Which practice needs the right culture to be embedded across the entire organization?
A. ervice level management
B. ervice request management
C. ontinual improvement
D. hange enablement
عرض الإجابة
اجابة صحيحة: C

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