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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
Which is included in the purpose of the 'deliver and support' value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization's service vision C
عرض الإجابة
اجابة صحيحة: D
السؤال #2
In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant
A. 1 and 2
B. 2 and 3 C
عرض الإجابة
اجابة صحيحة: B
السؤال #3
Which service transition process provides guidance about converting data into information?
A. Change evaluation
B. Knowledge management C
عرض الإجابة
اجابة صحيحة: D
السؤال #4
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document C
عرض الإجابة
اجابة صحيحة: C
السؤال #5
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
A. Change control
B. IT asset management C
عرض الإجابة
اجابة صحيحة: D
السؤال #6
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven C
عرض الإجابة
اجابة صحيحة: B
السؤال #7
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. Define measurable targets
B. Perform baseline assessments C
عرض الإجابة
اجابة صحيحة: A
السؤال #8
What are the MOST important skills required by service desk staff?
A. Incident analysis skills B
عرض الإجابة
اجابة صحيحة: D
السؤال #9
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective C
عرض الإجابة
اجابة صحيحة: A
السؤال #10
What is the purpose of the 'information security management' practice?
A. To protect the information needed by the organization to conduct its business
B. To observe services and service components C
عرض الإجابة
اجابة صحيحة: A
السؤال #11
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value C
عرض الإجابة
اجابة صحيحة: D
السؤال #12
Which is a purpose of the 'service level management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately C
عرض الإجابة
اجابة صحيحة: D
السؤال #13
Which are the elements of process control?
A. Inputs, outputs and triggers
B. Work instructions, procedures and roles C
عرض الإجابة
اجابة صحيحة: A
السؤال #14
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
عرض الإجابة
اجابة صحيحة: C
السؤال #15
How does information about problems and known errors contribute to 'incident management'?
A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates C
عرض الإجابة
اجابة صحيحة: B
السؤال #16
How should automation be implemented?
A. By replacing human intervention wherever possible
B. By replacing the existing tools first C
عرض الإجابة
اجابة صحيحة: A
السؤال #17
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management B
عرض الإجابة
اجابة صحيحة: C
السؤال #18
What is a definition of a service improvement plan (SIP)? A.A formal plan to implement improvements to a customer's business processes
B. An input from availability management to service level management, detailing the service design plan C
عرض الإجابة
اجابة صحيحة: D
السؤال #19
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers C
عرض الإجابة
اجابة صحيحة: B
السؤال #20
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. An IT asset
B. A customer C
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement C
عرض الإجابة
اجابة صحيحة: C
السؤال #22
Which describes a standard change?
A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request C
عرض الإجابة
اجابة صحيحة: B
السؤال #23
What includes governance as a component? A.Practices
B. The service value chain C
عرض الإجابة
اجابة صحيحة: C
السؤال #24
What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group C
عرض الإجابة
اجابة صحيحة: B
السؤال #25
What is important for a 'continual improvement register' (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR C
عرض الإجابة
اجابة صحيحة: B
السؤال #26
Which statement about metrics is CORRECT?
A. Process metrics can be used to measure end-to-end service performance
B. Technology metrics can be used to measure component performance and availability C
عرض الإجابة
اجابة صحيحة: C
السؤال #27
Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
A. assets
B. values C
عرض الإجابة
اجابة صحيحة: D
السؤال #28
Which is an example of improving service utility using service management automation?
A. Pre-determined routing of a service request
B. Reducing the time to compile service data C
عرض الإجابة
اجابة صحيحة: A
السؤال #29
What MAIN factors are considered to assess the priority of an incident?
A. The urgency and impact
B. The impact and complexity C
عرض الإجابة
اجابة صحيحة: D
السؤال #30
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure C
عرض الإجابة
اجابة صحيحة: A
السؤال #31
Which gives a user access to a system?
A. Service requirement
B. Service agreement C
عرض الإجابة
اجابة صحيحة: A
السؤال #32
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management C
عرض الإجابة
اجابة صحيحة: A
السؤال #33
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event C
عرض الإجابة
اجابة صحيحة: D
السؤال #34
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Incident management
B. Problem management C
عرض الإجابة
اجابة صحيحة: A
السؤال #35
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A standard change
B. An emergency change C
عرض الإجابة
اجابة صحيحة: B
السؤال #36
How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request C
عرض الإجابة
اجابة صحيحة: C
السؤال #37
What is NOT within the scope of service catalogue management?
A. Contribution to the definition of services
B. Interfaces between all services and supporting services C
عرض الإجابة
اجابة صحيحة: B
السؤال #38
Which process is used to compare the value that new services offer with the value of the services they have replaced?
A. Availability management
B. Capacity management C
عرض الإجابة
اجابة صحيحة: C
السؤال #39
Identify the missing word in the following sentence. A user is [?] that uses services.
A. an organization
B. a role C
عرض الإجابة
اجابة صحيحة: C
السؤال #40
What is defined as a change of state that has significate for the management of an IT service?
A. Event
B. Incident C
عرض الإجابة
اجابة صحيحة: B
السؤال #41
What are the ITIL guiding principles used for?
A. To help an organization make good decisions B
عرض الإجابة
اجابة صحيحة: C
السؤال #42
What helps diagnose and resolve a simple incident?
A. Rapid escalation
B. Formation of a temporary team C
عرض الإجابة
اجابة صحيحة: C
السؤال #43
Which is a purpose of the 'service desk' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To be the entry point and single point of contact for the service provider with all of its users C
عرض الإجابة
اجابة صحيحة: B
السؤال #44
What is the PRIMARY use of a change schedule?
A. To support the 'incident management' practice and improvement planning
B. To manage emergency changes C
عرض الإجابة
اجابة صحيحة: C
السؤال #45
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue C
عرض الإجابة
اجابة صحيحة: C
السؤال #46
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management C
عرض الإجابة
اجابة صحيحة: B
السؤال #47
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request B
عرض الإجابة
اجابة صحيحة: D
السؤال #48
Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests
A. 1 and 2
B. 2 and 3 C
عرض الإجابة
اجابة صحيحة: B
السؤال #49
Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only C
عرض الإجابة
اجابة صحيحة: C
السؤال #50
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement C
عرض الإجابة
اجابة صحيحة: B
السؤال #51
Which role approves the cost of services?
A. User
B. Change authority C
عرض الإجابة
اجابة صحيحة: B
السؤال #52
What is the purpose of the 'deployment management' practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use C
عرض الإجابة
اجابة صحيحة: D
السؤال #53
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation C
عرض الإجابة
اجابة صحيحة: C
السؤال #54
Which two statements about an organization's culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3 C
عرض الإجابة
اجابة صحيحة: A
السؤال #55
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. A configuration item (CI) C
عرض الإجابة
اجابة صحيحة: A
السؤال #56
Which statement about the 'change enablement' practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated C
عرض الإجابة
اجابة صحيحة: D
السؤال #57
What is a recommendation of the 'focus on value' guiding principle?
A. Make 'focus on value' a responsibility of the management
B. Focus on the value of new and significant projects first C
عرض الإجابة
اجابة صحيحة: D
السؤال #58
Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider C
عرض الإجابة
اجابة صحيحة: B
السؤال #59
Which dimension includes activities and workflows?
A. Organizations and people
B. Information and technology C
عرض الإجابة
اجابة صحيحة: D
السؤال #60
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan C
عرض الإجابة
اجابة صحيحة: B
السؤال #61
What should be done to determine the appropriate metrics for measuring a new service?
A. Measuring the performance over the first six months, and basing a solution on the results B
عرض الإجابة
اجابة صحيحة: D
السؤال #62
What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs C
عرض الإجابة
اجابة صحيحة: B
السؤال #63
What can be used to help determine the impact level of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS) C
عرض الإجابة
اجابة صحيحة: D
السؤال #64
What should a release policy include?
A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution C
عرض الإجابة
اجابة صحيحة: D
السؤال #65
What do customer perceptions and business outcomes help to define?
A. The value of a service B
عرض الإجابة
اجابة صحيحة: D
السؤال #66
What is a change schedule used for?
A. To help plan emergency changes
B. To help authorize standard changes C
عرض الإجابة
اجابة صحيحة: D
السؤال #67
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Problem management
B. Supplier management C
عرض الإجابة
اجابة صحيحة: B
السؤال #68
What is an IT asset?
A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver a service C
عرض الإجابة
اجابة صحيحة: D
السؤال #69
Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value
B. Think and work holistically C
عرض الإجابة
اجابة صحيحة: C
السؤال #70
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds C
عرض الإجابة
اجابة صحيحة: D
السؤال #71
Which describes a set of defined steps for implementing improvements?
A. The 'improve' value chain activity
B. The 'continual improvement register' C
عرض الإجابة
اجابة صحيحة: A
السؤال #72
Which describes the utility of a service?
A. service that is fit for use
B. service that meets its service level targets
C. service that increases constraints on the consumer
D. service that supports the performance of the consumer
عرض الإجابة
اجابة صحيحة: B
السؤال #73
Which is a supplier category?
A. Technical
B. Commodity C
عرض الإجابة
اجابة صحيحة: D
السؤال #74
When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved C
عرض الإجابة
اجابة صحيحة: A
السؤال #75
What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group C
عرض الإجابة
اجابة صحيحة: A
السؤال #76
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility C
عرض الإجابة
اجابة صحيحة: C
السؤال #77
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements? A. Service-based SLA view
B. Wholesale customer view C
عرض الإجابة
اجابة صحيحة: C
السؤال #78
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C
عرض الإجابة
اجابة صحيحة: B
السؤال #79
Identify the missing words in the following sentence. The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams C
عرض الإجابة
اجابة صحيحة: C
السؤال #80
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to response to change requests C
عرض الإجابة
اجابة صحيحة: A
السؤال #81
Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk C
عرض الإجابة
اجابة صحيحة: A
السؤال #82
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement C
عرض الإجابة
اجابة صحيحة: C
السؤال #83
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB) C
عرض الإجابة
اجابة صحيحة: C
السؤال #84
Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service C
عرض الإجابة
اجابة صحيحة: C
السؤال #85
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
عرض الإجابة
اجابة صحيحة: A
السؤال #86
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A. As a change request
B. As a service request C
عرض الإجابة
اجابة صحيحة: B
السؤال #87
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
عرض الإجابة
اجابة صحيحة: C
السؤال #88
Which skill is an essential part of the 'service level management' practice?
A. Technical knowledge
B. Listening C
عرض الإجابة
اجابة صحيحة: B
السؤال #89
Which competencies are required by the 'service level management' practice?
A. Problem investigation and resolution
B. Business analysis and commercial management C
عرض الإجابة
اجابة صحيحة: A
السؤال #90
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes C
عرض الإجابة
اجابة صحيحة: A
السؤال #91
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A. Information security management
B. Monitoring and event management C
عرض الإجابة
اجابة صحيحة: D
السؤال #92
Which practice makes new services available for use?
A. Change enablement
B. Release management C
عرض الإجابة
اجابة صحيحة: C
السؤال #93
What is the purpose of the 'problem management' practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors C
عرض الإجابة
اجابة صحيحة: C
السؤال #94
Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management C
عرض الإجابة
اجابة صحيحة: A
السؤال #95
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible C
عرض الإجابة
اجابة صحيحة: C
السؤال #96
What is the CORRECT definition of service management?
A. A set of specialized assets for transitioning services into the live operational environment
B. A set of specialized organizational capabilities for delivering value to customers in the form of services C
عرض الإجابة
اجابة صحيحة: B
السؤال #97
Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process C
عرض الإجابة
اجابة صحيحة: B
السؤال #98
What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select C
عرض الإجابة
اجابة صحيحة: D
السؤال #99
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs C
عرض الإجابة
اجابة صحيحة: B
السؤال #100
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A. Service operation
B. Service transition C
عرض الإجابة
اجابة صحيحة: A
السؤال #101
Which statement BEST describes the value of service strategy to the business?
A. It allows higher volumes of successful change
B. It reduces unplanned costs through optimized handling of service outages C
عرض الإجابة
اجابة صحيحة: A
السؤال #102
Which statement about costs is CORRECT?
A. Costs imposed on the consumer are costs of service utility
B. Costs removed from the consumer are part of the value proposition C
عرض الإجابة
اجابة صحيحة: A
السؤال #103
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically C
عرض الإجابة
اجابة صحيحة: D
السؤال #104
Which practice needs people who understand complex systems and have creative and analytical skills?
A. hange enablement
B. ervice level management
C. ervice request management
D. roblem management
عرض الإجابة
اجابة صحيحة: C
السؤال #105
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
A. suppliers B
عرض الإجابة
اجابة صحيحة: C
السؤال #106
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility C
عرض الإجابة
اجابة صحيحة: C
السؤال #107
In which step of the 'continual improvement model' is an improvement plan implemented?
A. What is the vision?
B. How do we get there? C
عرض الإجابة
اجابة صحيحة: C
السؤال #108
What must always be done before an activity is automated?
A. Check that the activity has already been optimized
B. Check that suitable new technology has been purchased C
عرض الإجابة
اجابة صحيحة: C
السؤال #109
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility C
عرض الإجابة
اجابة صحيحة: D
السؤال #110
Which term is used to describe the prediction and control of income and expenditure within an organization?
A. Charging
B. Governance C
عرض الإجابة
اجابة صحيحة: A
السؤال #111
Which dimension includes a workflow management system?
A. Organizations and people
B. Partners and suppliers C
عرض الإجابة
اجابة صحيحة: A
السؤال #112
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes C
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اجابة صحيحة: C
السؤال #113
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
A. This role ensures that activities are executed correctly
B. This role has ownership of the end result C
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اجابة صحيحة: C
السؤال #114
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
A. Service level management
B. Service configuration management C
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اجابة صحيحة: C
السؤال #115
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A. information B
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اجابة صحيحة: A
السؤال #116
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A. Supplier management
B. Change enablement C
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اجابة صحيحة: C
السؤال #117
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem C
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اجابة صحيحة: B
السؤال #118
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
A. Service management
B. Continual improvement C
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اجابة صحيحة: C
السؤال #119
Which value chain activity ensures that service components meet agreed specifications? A.Plan
B. Design and transition C
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اجابة صحيحة: C
السؤال #120
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback C
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اجابة صحيحة: C
السؤال #121
Which are phases of the release and deployment process? 1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule
A. 1 and 2
B. 1 and 3 C
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اجابة صحيحة: B
السؤال #122
What is the purpose of the 'incident management' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests C
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اجابة صحيحة: C
السؤال #123
Which is a purpose of the 'engage' value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships C
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اجابة صحيحة: B
السؤال #124
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize
B. Diagnose, investigate, resolve C
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اجابة صحيحة: D
السؤال #125
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback
B. Focus on value C
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اجابة صحيحة: D
السؤال #126
Which guiding principle focuses on reducing costs and human errors?
A. Focus and value
B. Collaborate and promote visibility C
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اجابة صحيحة: C
السؤال #127
Which of these should be logged and managed as a problem?
A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service C
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اجابة صحيحة: D
السؤال #128
How does a service consumer contribute to the reduction of disk?
A. By paying for the service
B. By managing server hardware C
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اجابة صحيحة: C
السؤال #129
Which is included in the purpose of the 'design and transition' value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships C
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اجابة صحيحة: D
السؤال #130
What is typically needed to assign complex incidents to support groups?
A. A self-help tool
B. The incident priority C
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اجابة صحيحة: B
السؤال #131
Where should all master copies of controlled software and documentation be stored?
A. In the definitive capacity library
B. In the definitive media library C
عرض الإجابة
اجابة صحيحة: A
السؤال #132
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action C
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اجابة صحيحة: A
السؤال #133
Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes C
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اجابة صحيحة: C
السؤال #134
Which is NOT a component of the service value system?
A. The guiding principles
B. Governance C
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اجابة صحيحة: D
السؤال #135
Which statement about the 'four Ps' of service design is CORRECT?
A. Processes refers to skill and training
B. Partners refers to suppliers and vendors C
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اجابة صحيحة: D
السؤال #136
Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
A. measurement
B. tools C
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اجابة صحيحة: D
السؤال #137
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
A. Local
B. Centralized C
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اجابة صحيحة: C
السؤال #138
Which is an external input to the service value chain?
A. The 'improve' value chain activity
B. An overall plan C
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اجابة صحيحة: A
السؤال #139
What is the primary focus of business capacity management? A.Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management C
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اجابة صحيحة: B
السؤال #140
What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service C
عرض الإجابة
اجابة صحيحة: D
السؤال #141
What is the purpose of the 'relationship management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To align the organization's practices and services with changing business needs C
عرض الإجابة
اجابة صحيحة: A
السؤال #142
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 [?] are managed appropriately to support the seamless provision of quality products and services.
A. osts
B. sers
C. alue
D. erformances
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اجابة صحيحة: B
السؤال #143
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified C
عرض الإجابة
اجابة صحيحة: D
السؤال #144
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices C
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اجابة صحيحة: B
السؤال #145
Which is included in the purpose of the 'service level management' practice?
A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available C
عرض الإجابة
اجابة صحيحة: A
السؤال #146
Which is a key requirement for a successful service level agreement? A. It should be written in legal language
B. It should be simply written and easy to understand C
عرض الإجابة
اجابة صحيحة: C

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