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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
عرض الإجابة
اجابة صحيحة: D
السؤال #2
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
A. Return on investment (ROI), value on investment (VOI), quality
B. Strategic, tactical and operational
C. Critical success factors (CSFs), key performance indicators (KPIs), activities
D. Technology, process and service
عرض الإجابة
اجابة صحيحة: B
السؤال #3
Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)
عرض الإجابة
اجابة صحيحة: C
السؤال #4
Which one of the following is the BEST description of a service level agreement (SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer
عرض الإجابة
اجابة صحيحة: D
السؤال #5
Which reason describes why ITIL is so successful?
A. The five ITIL volumes are concise
B. It is not tied to any particular vendor platform
C. It tells service providers exactly how to be successful
D. It is designed to be used to manage projects
عرض الإجابة
اجابة صحيحة: C
السؤال #6
Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that have been withdrawn from service
A. 1 and 3 only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: B
السؤال #7
What is the act of transforming resources and capabilities into valuable service better known as?
A. Service management
B. Incident management
C. Resource management
D. Service support
عرض الإجابة
اجابة صحيحة: B
السؤال #8
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
عرض الإجابة
اجابة صحيحة: D
السؤال #9
Which process is responsible for low risk, frequently occurring, low cost changes?
A. Demand management
B. Incident management
C. Release and deployment management
D. Request fulfillment
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Which of the following is NOT an objective of service transition?
A. To ensure that a service can be operated, managed and supported
B. To provide training and certification in project management
C. To provide quality knowledge and information about services and service assets
D. To plan and manage the capacity and resource requirements to manage a release
عرض الإجابة
اجابة صحيحة: B
السؤال #11
Where would you expect incident resolution targets to be documented?
A. A service level agreement (SLA)
B. A request for change (RFC)
C. The service portfolio
D. A service description
عرض الإجابة
اجابة صحيحة: C
السؤال #12
What are the categories of event described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
عرض الإجابة
اجابة صحيحة: C
السؤال #13
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillment, and access management
B. Event management, incident management, change management, and access management
C. Incident management, problem management, service desk, request fulfillment, and event management
D. Incident management, service desk, request fulfillment, access management, and event management
عرض الإجابة
اجابة صحيحة: A
السؤال #14
Which process would be used to compare the value that newer services have offered over those they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
عرض الإجابة
اجابة صحيحة: D
السؤال #15
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
عرض الإجابة
اجابة صحيحة: C
السؤال #16
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
عرض الإجابة
اجابة صحيحة: D
السؤال #17
Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes that introduce new services are included
B. All changes are mandated to be included
C. Only changes to business critical systems are included
D. Any changes that would benefit the organization are included
عرض الإجابة
اجابة صحيحة: D
السؤال #18
Which of the following can include steps that will help to resolve an incident? 1. Incident model 2. Known error record
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #19
Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change
عرض الإجابة
اجابة صحيحة: A
السؤال #20
The definitive media library is the responsibility of:
A. Facilities management
B. Access management
C. Request fulfillment
D. Service asset and configuration management
عرض الإجابة
اجابة صحيحة: C
السؤال #21
Which of the following are benefits to the business of implementing service transition? 1. Better reuse and sharing of assets across projects and resources 2. Reduced cost to design new services 3. Result in higher volume of successful changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
عرض الإجابة
اجابة صحيحة: A
السؤال #22
Which one of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To ensure that service changes create the expected business value
C. To minimize the impact of service outages on day-to-day business activities
D. To plan and manage entries in the service catalogue
عرض الإجابة
اجابة صحيحة: B
السؤال #23
Availability management is directly responsible for the availability of which of the following?
A. IT services and components
B. IT services and business processes
C. Components and business processes
D. IT services, components and business processes
عرض الإجابة
اجابة صحيحة: A
السؤال #24
Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
عرض الإجابة
اجابة صحيحة: C
السؤال #25
Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #26
Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
عرض الإجابة
اجابة صحيحة: C
السؤال #27
Which two elements of financial management for IT services are mandatory?
A. Budgeting and charging
B. Accounting and charging
C. Budgeting and accounting
D. Costing and charging
عرض الإجابة
اجابة صحيحة: B
السؤال #28
Which of the following would NOT be contained in a release policy?
A. Naming and numbering conventions
B. Entry and exit criteria of the release into testing
C. Roles and responsibilities for the release
D. The risk register for the release
عرض الإجابة
اجابة صحيحة: B
السؤال #29
When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #30
From the perspective of the service provider, who is the person or group that agrees their service targets?
A. The user
B. The customer
C. The supplier
D. The administrator
عرض الإجابة
اجابة صحيحة: B
السؤال #31
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The IT director
B. The process owner
C. The service owner
D. The customer
عرض الإجابة
اجابة صحيحة: D
السؤال #32
Which of the following activities would be performed by a process manager? 1. Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing people to required roles
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: B
السؤال #33
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfilment
B. Service portfolio management
C. Service desk
D. IT finance
عرض الإجابة
اجابة صحيحة: D
السؤال #34
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all customers of that service
عرض الإجابة
اجابة صحيحة: C
السؤال #35
What is the name of the group that should review changes that must be implemented faster than the normal change process?
A. Technical management
B. Emergency change advisory board
C. Urgent change board
D. Urgent change authority
عرض الإجابة
اجابة صحيحة: B
السؤال #36
Which stage of the change management process deals with what should be done if the change is unsuccessful?
A. Remediation planning
B. Categorization
C. Prioritization
D. Review and close
عرض الإجابة
اجابة صحيحة: C
السؤال #37
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 #38
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service strategy
عرض الإجابة
اجابة صحيحة: D
السؤال #39
Which of the following statements describes the objectives of service asset and configuration management? 1. To identify, control, report and verify service assets and configuration items (CIs) 2. To account for, manage and protect the integrity of service assets and configuration items 3. To establish and maintain an accurate and complete configuration management system 4. To document all security controls together with their operation and maintenance
A. 1 and 2 only
B. 1, 2, and 3 only
C. 1, 3 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: B
السؤال #40
Which one of the following statements BEST describes a definitive media library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized versions of all software and back-ups are stored and protected
عرض الإجابة
اجابة صحيحة: B
السؤال #41
Which one of the following is the BEST definition of reliability?
A. The availability of a service or component
B. The level of risk that affects a service or process
C. How long a service or configuration item (CI) can perform its function without failing
D. How quickly a service or component can be restored to normal working order
عرض الإجابة
اجابة صحيحة: D
السؤال #42
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D. What 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 #43
Which of the following statement about the service owner is INCORRECT?
A. Carries out the day-to-day monitoring and operation of the service they own
B. Contributes to continual improvement affecting the service they own
C. Is a stakeholder in all of the IT processes which support the service they own
D. Is accountable for a specific service within an organization
عرض الإجابة
اجابة صحيحة: D

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