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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
عرض الإجابة
اجابة صحيحة: D
السؤال #2
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
A. Service Transition
B. Risk Management
C. IT Service Continuity Management
D. Availability Management
عرض الإجابة
اجابة صحيحة: A
السؤال #3
Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
A. Change management
B. IT service continuity management
C. Financial management for IT services
D. Service catalog management
عرض الإجابة
اجابة صحيحة: D
السؤال #4
Which of the following describes risk proximity?
A. The timeframe over which the risk mitigation actions should be implemented
B. The schedule for the risk management activities related to a plan
C. The timeframe over which a risk will be monitored by the risk owner
D. The timeframe for when the risk might materialize
عرض الإجابة
اجابة صحيحة: B
السؤال #5
Which of the following BEST describes the purpose of access management?
A. To provide a channel for users to request and receive standard services
B. Provides the rights for users to be able to use a service or group of services
C. To prevent problems and resulting Incidents from happening
D. To detect security events and make sense of them
عرض الإجابة
اجابة صحيحة: B
السؤال #6
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
عرض الإجابة
اجابة صحيحة: C
السؤال #7
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
A. The service level management
B. The IT service continuity management
C. The service catalogue management
D. The supplier management
عرض الإجابة
اجابة صحيحة: D
السؤال #8
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: C
السؤال #9
Which of the following areas would not be supported by a Service Design tool?
A. Software design
B. Process design
C. Environment design
D. Strategy design
عرض الإجابة
اجابة صحيحة: D
السؤال #10
Which of the following would be carried out as part of a post-project benefits review?
A. An assessment of whether the project fulfilled its original objectives
B. A review of the performance of the project's products in operational use and identification of whether there have been any side-effects
C. An assessment of the project's risk management procedure
D. A review of the performance of the project management method and the project management team
عرض الإجابة
اجابة صحيحة: A
السؤال #11
Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: D
السؤال #12
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
A. Data
B. Information
C. Knowledge
D. Governance
عرض الإجابة
اجابة صحيحة: C
السؤال #13
Which of the following should be available to the Service Desk? (1) Known Error Data (2) Change Schedules (3) Service Knowledge Management System (4) The output from monitoring tools
A. 1,2 and 3 only
B. 1,2 and 4 only
C. 2,3 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: B
السؤال #14
Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exits as part of any numbers other CIs at the same time 2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
عرض الإجابة
اجابة صحيحة: A
السؤال #15
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
عرض الإجابة
اجابة صحيحة: D
السؤال #16
Which of the following does the Availability Management process include? (1) Ensuring services are able to meet availability targets (2) Monitoring and reporting actual availability (3) Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 1 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
عرض الإجابة
اجابة صحيحة: A
السؤال #17
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
A. To ensure that a service can be managed and operated in accordance with constraints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release
عرض الإجابة
اجابة صحيحة: D
السؤال #18
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 #19
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 #20
Removing or restricting rights to use an IT Service is the responsibility of which process?
A. Access Management
B. Incident ManagementC
D. Change Management
عرض الإجابة
اجابة صحيحة: D
السؤال #21
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
عرض الإجابة
اجابة صحيحة: A
السؤال #23
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
A. Training in risk management for all staff and identification of risks
B. Identification of risk, analysis and management of the exposure to risk
C. Control of exposure to risk and investment of capital
D. Training of all staff and investment of capital
عرض الإجابة
اجابة صحيحة: B
السؤال #24
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 #25
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business objectives
B. The objective of any IT process should be expressed in terms of business benefits and goals
C. A process may define policies, standards and guidelines
D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
عرض الإجابة
اجابة صحيحة: B
السؤال #26
The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:
A. An SLA is legally binding, an OLA is a best efforts agreement
B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
D. An SLA is with an external customer, an OLA is with an internal customer
عرض الإجابة
اجابة صحيحة: A
السؤال #27
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
A. Profit
B. Preparation
C. Products
D. Potential
عرض الإجابة
اجابة صحيحة: B
السؤال #28
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
عرض الإجابة
اجابة صحيحة: A
السؤال #29
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
A. The ITIL Complementary Guidance
B. The Service Support book
C. Pocket Guides
D. The Service Strategy book
عرض الإجابة
اجابة صحيحة: C
السؤال #30
Which is the correct definition of a customer facing service?
A. One which directly supports the business processes of customers
B. A service that cannot be allowed to fail
C. One which is not covered by a service level agreement
D. A service not directly used by the business
عرض الإجابة
اجابة صحيحة: A
السؤال #31
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
A. The utility of a service
B. The warranty of a service
C. The economic value of a service
D. Return on investment
عرض الإجابة
اجابة صحيحة: D
السؤال #32
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A. The Service Level Manager
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
عرض الإجابة
اجابة صحيحة: C
السؤال #33
Which of the following is the BEST definition of a Risk?
A. Something that won't happen
B. Something that will happen
C. Something that has happened
D. Something that might happen
عرض الإجابة
اجابة صحيحة: C
السؤال #34
Which of the following BEST describes a Change Authority?
A. The Change Advisory Board
B. A person that provides formal authorization for a particular type of change
C. A role, person or a group of people that provides formal authorization for a particular type of change
D. The Change Manager who provides formal authorization for each change
عرض الإجابة
اجابة صحيحة: B
السؤال #35
Which of the following are aspects of Service Design? (1) Architectures (2) Technology (3) Service Management processes (4) Metrics
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: A
السؤال #36
Which Function would provide staff to monitor events in a Network Operations Centre?
A. IT Operations Management
B. Applications Management
C. Service Desk
D. Technical Management
عرض الإجابة
اجابة صحيحة: C
السؤال #37
Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Support the creation of a portfolio of quantified services
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: C
السؤال #38
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Providing guidance to IT Operations about how best to manage the application
C. Deciding whether to buy or build an application
D. Assisting in the design of the application
عرض الإجابة
اجابة صحيحة: D
السؤال #39
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A. Excessive focus on quality
B. Excessively reactive
C. Excessively proactive
D. Excessive focus on cost
عرض الإجابة
اجابة صحيحة: D
السؤال #40
Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2. It does not prescribe actions 3. ITIL represents best practice
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: A
السؤال #41
Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?
A. People, Products, Partners, Profit
B. People, Process, Products, Partners
C. Potential, Preparation, Performance, Profit
D. People, Potential, Products, Performance
عرض الإجابة
اجابة صحيحة: A
السؤال #42
Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service provided 3. Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #43
Hierarchic escalation is BEST described as?
A. Notifying more senior levels of management about an incident
B. Passing an incident to people with a greater level of technical skill
C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D. Failing to meet the incident resolution times specified in a service level agreement
عرض الإجابة
اجابة صحيحة: A
السؤال #44
Which process will regularly anal0yse incident data to identify discernible trends?
A. Service level management
B. Problem management
C. Change management
D. Event management
عرض الإجابة
اجابة صحيحة: B
السؤال #45
Identify the input to the Problem Management process.
A. Request for Change
B. Problem Resolution
C. Incident Records
D. New Known Errors
عرض الإجابة
اجابة صحيحة: A
السؤال #46
Which is the BEST definition of a Configuration Item (CI)?
A. An item of hardware or software registered in the asset database
B. A collection of information used to describe a hardware or software item
C. An asset, service component or other item that is, or will be, under the control of Configuration Management
D. Information recorded by the Service Desk when an Incident is reported
عرض الإجابة
اجابة صحيحة: C
السؤال #47
Which one of the following 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 which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
عرض الإجابة
اجابة صحيحة: A
السؤال #48
Which of the following activities are helped by recording relationships between Configuration Items (Cis)? (1) Assessing the impact and cause of Incidents and Problems (2) Assessing the impact of proposed Changes (3) Planning and designing a Change to an existing service (4) Planning a technology refresh or software upgrade
A. 1 and 2 only
B. All of the above
C. 1, 2 and 4 only
D. 1, 3 and 4 only
عرض الإجابة
اجابة صحيحة: D
السؤال #49
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. Availability management and service level management
D. Supplier management and availability management
عرض الإجابة
اجابة صحيحة: D
السؤال #50
Which is the first step in the 7 Step Improvement Process?
A. Where are we now?
B. Identify gaps in Service Level Agreement (SLA) achievement
C. Prepare for action
D. Define what you should measure
عرض الإجابة
اجابة صحيحة: B
السؤال #51
Which is NOT a purpose of a Product Description?
A. Define the time and cost needed to produce the product
B. Define the quality skills required to check the product
C. Define the function and appearance of the product
D. Define the development skills required to produce the product
عرض الإجابة
اجابة صحيحة: C
السؤال #52
Which of the following BEST describes technical management?
A. A function responsibilities for facilities management and building control systems
B. A function that provides hardware repair services for technology involved in the delivery of service to customers
C. Senior managers responsibilities for all staff within the technical support function
D. A function that includes providing technical expertise and overall management of the IT infrastructure
عرض الإجابة
اجابة صحيحة: B
السؤال #53
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2) Effectiveness (3) Efficiency(4) ?
A. Cost
B. Conformance
C. Compliance
D. Capacity
عرض الإجابة
اجابة صحيحة: D
السؤال #54
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets
عرض الإجابة
اجابة صحيحة: D
السؤال #55
Which of the following is NOT an objective of the Operations Management function?
A. Swift application of skills to diagnose any IT Operations failures that occur
B. Regular scrutiny and improvements to achieve improved service at reduced costs
C. First line Incident investigation and diagnosis logged by users
D. Maintenance of status quo to achieve stability of day to day processes and activities
عرض الإجابة
اجابة صحيحة: D
السؤال #56
Which of the following is a responsibility of Supplier Management?
A. Development, negotiation and agreement of contracts
B. Development, negotiation and agreement of Organizational Level Agreements
C. Development, negotiation and agreement of Service Level Agreements
D. Development, negotiation and agreement of Service Portfolio
عرض الإجابة
اجابة صحيحة: D
السؤال #57
A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities involved in a process
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
عرض الإجابة
اجابة صحيحة: C
السؤال #58
Which one of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database
عرض الإجابة
اجابة صحيحة: D
السؤال #59
Which of the following is NOT a valid objective of problem management?
A. To prevent problems and their resultant Incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
عرض الإجابة
اجابة صحيحة: C
السؤال #60
Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
عرض الإجابة
اجابة صحيحة: D
السؤال #61
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
C. Produce and maintain all necessary Service Transition packages
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
عرض الإجابة
اجابة صحيحة: D
السؤال #62
Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Reduction in the duration and frequency of service outages
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: A
السؤال #63
Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
عرض الإجابة
اجابة صحيحة: D

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