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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
A. outputs
B. outcomes
C. costs
D. risks
عرض الإجابة
اجابة صحيحة: C
السؤال #2
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 centralised location
عرض الإجابة
اجابة صحيحة: B
السؤال #3
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: D
السؤال #4
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
A. Understanding the organization’s vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available
عرض الإجابة
اجابة صحيحة: D
السؤال #5
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes
C. Information and technology
D. Partners and suppliers
عرض الإجابة
اجابة صحيحة: C
السؤال #6
Which statement about ‘continual improvement’ is CORRECT?
A. All improvement ideas should be logged in a single ‘continual improvement register’
B. A single team should carry out ‘continual improvement’ across the organization
C. ‘Continual improvement’ should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of ‘continual improvement’
عرض الإجابة
اجابة صحيحة: D
السؤال #7
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
عرض الإجابة
اجابة صحيحة: B
السؤال #8
Which practice provides users with a way to get various requests arranged, explained and coordinated?
A. Service level management
B. Relationship management
C. Continual improvement
D. Service desk
عرض الإجابة
اجابة صحيحة: D
السؤال #9
Which statement about output is correct?
A. They consist of several outcomes
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describes how the service performs
عرض الإجابة
اجابة صحيحة: A
السؤال #10
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: B
السؤال #11
Which statement about a ‘continual improvement register’ is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented
عرض الإجابة
اجابة صحيحة: C
السؤال #12
Which is a purpose of release management?
A. To protect the organization’s information
B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments
عرض الإجابة
اجابة صحيحة: B
السؤال #13
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: B
السؤال #14
Which BEST describes the purpose of the 'improve' value chain activity?
A. To organize a major improvement initiative into several smaller initiatives
B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
D. To continually improve all products and services across all value chain activities
عرض الإجابة
اجابة صحيحة: D
السؤال #15
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: C
السؤال #16
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: A
السؤال #17
What can be used to help determine the impact level of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
عرض الإجابة
اجابة صحيحة: C
السؤال #18
Which activity is part of the ‘continual improvement practice?
A. handing compliments and complaints from user to identify improvements
B. Improving relationships with and between stakeholders
C. Prioritizing and creating business cases for improvement initiatives
D. Identifying the cause unplanned interruptions to service
عرض الإجابة
اجابة صحيحة: B
السؤال #19
Which of the following is an example of workaround?
A. A defective network switch is replaced with a new one
B. An email server is restored after an incident is reported
C. Server memory is increased when the server is unresponsive
D. A server is restarted to resolve an incident
عرض الإجابة
اجابة صحيحة: B
السؤال #20
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Which is the BEST example of an emergency change?
A. The implementation of a planned new release of a software application
B. A low-risk computer upgrade implemented as a service request
C. The implementation of a security patch to a critical software application
D. A scheduled major hardware and software implementation
عرض الإجابة
اجابة صحيحة: C
السؤال #22
How should an organization prioritize incidents?
A. Ask the user for their preferred resolution timeframe
B. Assess the availability of the appropriate support team
C. Use an agreed classification which is based on the business impact of the incident
D. Create an order of incidents based on the dates and times when they were logged
عرض الإجابة
اجابة صحيحة: B
السؤال #23
Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
عرض الإجابة
اجابة صحيحة: A
السؤال #24
Which TWO are important aspects of the ‘service request management’ practice? * 1. Standardization and automation * 2. Providing a variety of channels for access * 3. Establishing a shared view of targets * 4. Policies for approvals
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: B
السؤال #25
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. Initiate, approve, fulfill
D. Acknowledge, classify, own
عرض الإجابة
اجابة صحيحة: D
السؤال #26
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager
عرض الإجابة
اجابة صحيحة: C
السؤال #27
Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D
A. It is performed by customers using a mix of IT systems, services and processes
B. It is performed by IT service providers using a mix of suppliers and their products
C. It is performed by the service desk using a mix of people, process and technology
D. It is performed by IT service providers using a mix of people, process and technology
عرض الإجابة
اجابة صحيحة: D
السؤال #28
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process
عرض الإجابة
اجابة صحيحة: C
السؤال #29
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
A. Service level management
B. Relationship management
C. Service desk
D. Monitoring and event management
عرض الإجابة
اجابة صحيحة: C
السؤال #30
Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management
عرض الإجابة
اجابة صحيحة: B
السؤال #31
What does ‘change enablement’ PRIMARILY focus on?
A. Changes to service levels
B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
عرض الإجابة
اجابة صحيحة: D
السؤال #32
Which statement about standard changes is CORRECT?
A. A full assessment should be completed each time the change is implemented
B. The change can be implemented with less testing if necessary
C. The appropriate change authority should be assigned to each type of change
D. The change does not require additional authorization
عرض الإجابة
اجابة صحيحة: B
السؤال #33
Which Practice includes management of workarounds and known errors?
A. Monitoring and event management
B. Service configuration management
C. Problem management
D. Incident management
عرض الإجابة
اجابة صحيحة: B
السؤال #34
Which value chain activity communicates the current status of all four dimensions of service management?
A. Improve
B. Engage
C. Obtain/build
D. Plan
عرض الإجابة
اجابة صحيحة: A
السؤال #35
Which statement about the 'service desk1 practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes
عرض الإجابة
اجابة صحيحة: B
السؤال #36
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: A
السؤال #37
When should a workaround be created?
A. As soon as possible, once the incident is logged
B. After the resolution of a problem
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified
عرض الإجابة
اجابة صحيحة: C
السؤال #38
Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
عرض الإجابة
اجابة صحيحة: D
السؤال #39
Which practice provides a communications point for users to report operational issues, queries and requests?
A. Incident management
B. Continual improvement
C. Service desk
D. Relationship management
عرض الإجابة
اجابة صحيحة: C
السؤال #40
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing are learning
D. To provide links to related changes and known errors
عرض الإجابة
اجابة صحيحة: B
السؤال #41
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
A. Incidents
B. Problems
C. Events
D. Requests
عرض الإجابة
اجابة صحيحة: A
السؤال #42
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. To align the organization’s practices and services with changing business needs through the ongoingidentification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
عرض الإجابة
اجابة صحيحة: B
السؤال #43
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
A. Problem management
B. Incident management
C. Deployment management
D. Supplier management
عرض الإجابة
اجابة صحيحة: D
السؤال #44
How does categorization of incidents assist the 'incident management' practice?
A. It determines the priority assigned to the incident
B. It determines how the service provider is perceived
C. It helps direct the incident to the correct support area
D. It ensures that incidents are resolved in timescales agreed with the customer
عرض الإجابة
اجابة صحيحة: C
السؤال #45
Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
عرض الإجابة
اجابة صحيحة: C
السؤال #46
What can a service remove from the consumer and impose on the consumer?
A. Utility
B. Asset
C. Cost
D. Outcome
عرض الإجابة
اجابة صحيحة: C
السؤال #47
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: C
السؤال #48
Which statement about outcomes is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes gives service consumers assurance of products or services
D. Outcomes help a service consumers to assess the cost of a specific activity
عرض الإجابة
اجابة صحيحة: B
السؤال #49
Identify the missing word in the following sentence. A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
A. problem
B. risk
C. change
D. configuration item
عرض الإجابة
اجابة صحيحة: C
السؤال #50
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. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)
عرض الإجابة
اجابة صحيحة: D
السؤال #51
Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff
عرض الإجابة
اجابة صحيحة: C
السؤال #52
Which statement about value creating activities is CORRECT?
A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios
عرض الإجابة
اجابة صحيحة: C
السؤال #53
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade
B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers
عرض الإجابة
اجابة صحيحة: B
السؤال #54
What is the purpose of problem management?
A. Reduces the likelihood and impact of incidents
B. Ensures services are restored as soon as possible
C. Helps direct the incident to the correct support area
D. Determines how the service provider is perceived
عرض الإجابة
اجابة صحيحة: C
السؤال #55
What can be described as an operating model for the creation and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
عرض الإجابة
اجابة صحيحة: C
السؤال #56
Which value chain activity ensures that service components meet agreed specifications?
A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support
عرض الإجابة
اجابة صحيحة: C
السؤال #57
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A. A standard change
B. A change model
C. An emergency change
D. A normal change
عرض الإجابة
اجابة صحيحة: D
السؤال #58
What is defined as any financially valuable component that can contribute to the delivery of a service?
A. Configuration item
B. Product
C. IT asset
D. Event
عرض الإجابة
اجابة صحيحة: D
السؤال #59
What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization’s performance continually meets stakeholders’ expectations
عرض الإجابة
اجابة صحيحة: A
السؤال #60
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
A. Local
B. Centralized
C. Outsourced
D. Virtual
عرض الإجابة
اجابة صحيحة: C
السؤال #61
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Think and work holistically
C. Keep it simple and practical
D. Progress iteratively with feedback
عرض الإجابة
اجابة صحيحة: A
السؤال #62
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. Retail customer view
D. Supporting services view
عرض الإجابة
اجابة صحيحة: A
السؤال #63
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: C
السؤال #64
Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
عرض الإجابة
اجابة صحيحة: A
السؤال #65
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 meet customer expectations
عرض الإجابة
اجابة صحيحة: C
السؤال #66
Which statement about outcome is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity
عرض الإجابة
اجابة صحيحة: D
السؤال #67
Which dimension considers how knowledge assets should be protected?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: C
السؤال #68
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
A. The ability to discover and respond to failure earlier
B. Standardization of practices and services
C. Understanding the customer’s perception of value
D. Understanding the current state and identifying what can be reused
عرض الإجابة
اجابة صحيحة: C
السؤال #69
What is the purpose of the ‘deployment management’ practice?
A. To protect the information needed by the organization to conduct its business
B. To make new and changed services and features available for use
C. To move new or changed components to live environments
D. To plan and manage the full lifecycle of all IT assets
عرض الإجابة
اجابة صحيحة: B
السؤال #70
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement
C. Service request management
D. Service level management
عرض الإجابة
اجابة صحيحة: A
السؤال #71
Which costs are included in the value proposition of a service?
A. Additional expense that the service consumer has because they are using the service
B. Money that the service consumer no longer needs to spend because they are using the service
C. Tangible or intangible results for the service consumer because they are using the service
D. The benefits, usefulnes
E. and importance of the service that are perceived by the service consumer
عرض الإجابة
اجابة صحيحة: C
السؤال #72
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A. Service level management
B. Service desk
C. Continual improvement
D. Change enablement
عرض الإجابة
اجابة صحيحة: B
السؤال #73
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
A. Monitoring and event management
B. Incident management
C. Service level management
D. IT asset management
عرض الإجابة
اجابة صحيحة: C
السؤال #74
What is the definition of warranty?
A. A means of identifying events that could cause harm or loss
B. A means of determining whether a service is fit for purpose
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use
عرض الإجابة
اجابة صحيحة: D
السؤال #75
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A. A normal change
B. An emergency change
C. A standard change
D. A change model
عرض الإجابة
اجابة صحيحة: C
السؤال #76
Which value chain activity communicates the current status of all four dimensions of service management?
A. Improve
B. Engage
C. Obtain/build
D. Plan
عرض الإجابة
اجابة صحيحة: D
السؤال #77
When is the earliest that a workaround can be documented in ‘problem management’?
A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved
عرض الإجابة
اجابة صحيحة: A
السؤال #78
Which dimension considers the application of artificial intelligence to service management?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
عرض الإجابة
اجابة صحيحة: A

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