ISEB meilleur examen ISEB-ITILF BH0-002, questions et réponses

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Code d'Examen: ISEB-ITILF
Nom d'Examen: ISEB (The Foundation Examination - ITIL®)
Questions et réponses: 418 Q&As

Code d'Examen: BH0-002
Nom d'Examen: ISEB (ISEB FOUNDATION CERTIFICATE IN PROGRAMME/PROJECT SUPPORT)
Questions et réponses: 41 Q&As

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NO.1 What is product based planning?
A.A technique that marketing departments use to launch new products and services.
B.A technique that seeks to identify tasks and activities
C.A technique that monitors the progress of the project
D.A technique that concentrates on the identification and definition of what the project is to deliver
Answer:D

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NO.2 End Project Reviews should be used to:
A.Identify who was responsible for any failures
B.Consider support requirements
C.Capture lessons learned for future projects of a similar nature
D.Agree when the project team can be released for other work
Answer:C

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NO.3 The Internal Rate of Return is:
A.The Discount Rate which produces the highest NPV
B.The Discount Rate which produces the lowest NPV
C.The Discount Rate which matches the normal bank interest rate
D.The Discount Rate which produces a zero NPV
Answer:D

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NO.4 Which of the following is NOT typically a component of a Project Initiation Document / Terms of
Reference?
A.Detailed Analysis
B.Timescales
C.Risks
D.Objectives
Answer:A

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NO.5 Complete the following statement choosing the most appropriate option from those below. "The design
authority is responsible for?"
A.Co-ordinating the overall programme and constituent projects
B.The programme
C.Business integrity within the programme
D.Technical integrity across projects
Answer:D

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Code d'Examen: BH0-004
Nom d'Examen: ISEB (ISEB ISTQB Certificate in Software Testing)
Questions et réponses: 44 Q&As

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NO.1 As part of which test process do you determine the exit criteria?
A. Test planning.
B. Evaluating exit criteria and reporting.
C. Test closure.
D. Test control.
Answer: A

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NO.2 Where may functional testing be performed?
A. At system and acceptance testing levels only.
B. At all test levels.
C. At all levels above integration testing.
D. At the acceptance testing level only.
Answer: B

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NO.3 Given the following decision table:
Which of the following test cases and expected results is VALID?
A. 23 year old in insurance class A Premium is 90 and excess is 2,500.
B. 51 year old in insurance class C Premium is 70 and excess is 500.
C. 31 year old in insurance class B Premium is 90 and excess is 2,500.
D. 43 year old in insurance class C Premium is 70 and excess is 1,000.
Answer: A

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NO.4 Given the following fragment of code, how many tests are required for 100% decision coverage?
if width > length then
biggest_dimension = width
if height > width then
biggest_dimension = height
end_if
else
biggest_dimension = length
if height > length then
biggest_dimension = height
end_if
end_if
A. 3
B. 2
C. 4
D. 1
Answer: C

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NO.5 Which of the following defines the expected results of a test?
A. Test case specification.
B. Test design specification.
C. Test procedure specification.
D. Test results.
Answer: A

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ISEB meilleur examen ISEB-SWTINT1, questions et réponses

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Code d'Examen: ISEB-SWTINT1
Nom d'Examen: ISEB (ISEB Intermediate Certificate in Software Testing)
Questions et réponses: 43 Q&As

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NO.1 Where may functional testing be performed?
A. At system and acceptance testing levels only.
B. At all test levels.
C. At all levels above integration testing.
D. At the acceptance testing level only.
Answer: B

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NO.2 As part of which test process do you determine the exit criteria?
A. Test planning.
B. Evaluating exit criteria and reporting.
C. Test closure.
D. Test control.
Answer: A

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NO.3 Which of the following defines the expected results of a test?
A. Test case specification.
B. Test design specification.
C. Test procedure specification.
D. Test results.
Answer: A

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NO.4 Given the following fragment of code, how many tests are required for 100% decision coverage.?
If width > lenth then
Biggest_diension = width
If height > width then
biggest_dimension = height
end_if
else
Biggest_diension = length
If height>length
Then
Biggest_dimension = height
End_if
End_if
A. 3
B. 4
C. 2
D. 1
Answer: B

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NO.5 Given the following decision table: Which of the following test cases and expected results is VALID?
A. 23 year old in insurance class A Premium is 90 and excess is 2,500.
B. 51 year old in insurance class C Premium is 70 and excess is 500.
C. 31 year old in insurance class B Premium is 90 and excess is 2,500.
D. 43 year old in insurance class C Premium is 70 and excess is 1,000.
Answer: A

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Code d'Examen: ISEBSWTINT-001
Nom d'Examen: ISEB (ISEB Software Testing Intermediate)
Questions et réponses: 25 Q&As

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NO.1 When creating the functional specification for the temperature control system, which of the
following review types would be most recommended to resolve any issues?
A. A walkthrough.
B. A technical review.
C. A management review.
D. A code inspection.
Answer: B

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NO.2 Which of the following test design techniques would be most suitable for testing that the
oxygen is released at the required times?
A. Decision Testing.
B. Statement Testing.
C. Data flow Testing.
D. Boundary Value Analysis.
Answer: D

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NO.3 Which of the following is an accurate depiction of the hierarchy of test management
documentation (where the highest comes first)?
A. Test policy-Test strategy-Project test plan-System test plan
B. Test strategy-Test policy-Project test plan-System test plan
C. Test policy-Project test plan-Test strategy-System test plan
D. Project test plan-Test strategy-System test plan-Test policy
Answer: A

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NO.4 Which one is a product risk associated with the air quality management system?
A. The system required to monitor oxygen levels may be more expensive than those required to
monitor air temperatures.
B. SubsInc may need to recruit extra developers and testers to deliver the project on time.
C. Oxygen levels may reach dangerously low levels.
D. Extreme temperatures may lead to heat exhaustion of personnel.
Answer: C

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NO.5 Which of the following would be an entry criterion into site acceptance testing for the air
quality monitoring system?
A. That the code written to fulfil the requirement to monitor carbon dioxide levels has been 100%
path tested.
B. That the functional specification accurately reflects requirements R1 and R2.
C. That the system has been tested at levels of oxygen usage well beyond anticipated personnel
levels.
D. That the requirements for temperature control have been signed-off.
Answer: C

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Exam Name: ISEB (ISEB Intermediate Certificate in Software Testing)
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43 Questions and Answers
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NO.1 Where may functional testing be performed?
A. At system and acceptance testing levels only.
B. At all test levels.
C. At all levels above integration testing.
D. At the acceptance testing level only.
Answer: B

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NO.2 Which of the following defines the expected results of a test?
A. Test case specification.
B. Test design specification.
C. Test procedure specification.
D. Test results.
Answer: A

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NO.3 Given the following decision table: Which of the following test cases and expected results is VALID?
A. 23 year old in insurance class A Premium is 90 and excess is 2,500.
B. 51 year old in insurance class C Premium is 70 and excess is 500.
C. 31 year old in insurance class B Premium is 90 and excess is 2,500.
D. 43 year old in insurance class C Premium is 70 and excess is 1,000.
Answer: A

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NO.4 Given the following fragment of code, how many tests are required for 100% decision coverage.?
If width > lenth then
Biggest_diension = width
If height > width then
biggest_dimension = height
end_if
else
Biggest_diension = length
If height>length
Then
Biggest_dimension = height
End_if
End_if
A. 3
B. 4
C. 2
D. 1
Answer: B

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NO.5 As part of which test process do you determine the exit criteria?
A. Test planning.
B. Evaluating exit criteria and reporting.
C. Test closure.
D. Test control.
Answer: A

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Exam Code: BH0-012
Exam Name: ISEB (The Foundation® ITIL (2012 Onwards) )
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166 Questions and Answers
Updated: 2013-12-28

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NO.1 What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Answer: C

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NO.2 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
Answer: B

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NO.3 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
Answer: D

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NO.4 Which one of the following is NOT part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the
service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
Answer: A

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NO.5 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. 2, 3 and 4 only
D. 1, 3 and 4 only
Answer: C

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NO.6 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
Answer: A

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NO.7 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
Answer: D

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NO.8 At which stage of the service lifecycle should the processes necessary to operate a new service
be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A

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NO.9 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
Answer: B

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NO.10 Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service
portfolio
D. Ensuring that all operational services are recorded in the service catalogue
Answer: B

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Exam Code: ISEB-ITILF
Exam Name: ISEB (The Foundation Examination - ITIL®)
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Updated: 2013-12-28

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NO.1 Exhibit: * Missing*
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C

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NO.2 A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
Answer: A

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NO.3 Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C

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NO.4 The group that reviews Changes that must be installed faster than the normal Change process is
called the:
A. Technical Management (TM)
B. Urgent Change Authority (UCA)
C. Emergency Change Advisory Board (ECAB)
D. Urgent Change Board (UCB)
Answer: C

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NO.5 Which of the following models would be most useful in helping to define an organizational structure?
A. Service Model
B. Continual Service Improvement (CSI) Model
C. RACI Model
D. Plan, Do, Check, Act (PDCA) Model
Answer: C

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NO.6 Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A

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NO.7 Which of the questions does Service Strategy help answer with its guidance?
1) How do we prioritize investments across a portfolio?
2) What services to offer and to whom?
3) What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. 1, 2 and 3 are all true
Answer: D

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NO.8 Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. Service Catalogue Manager
B. IT Designer/Architect
C. Process Manager
D. Supplier Manager
Answer: D

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NO.9 How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan and Do, then Check and Act should be carried out multiple times to
implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D

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NO.10 Effective release and deployment management enables the service provider to add value to the
business by?
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database
Answer: C

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NO.11 Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Answer: B

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NO.12 Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize
the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low
and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to
keep them in the role where they have been trained
Answer: B

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NO.13 Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B

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NO.14 Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
D. The SKMS can include user skill levels
Answer: A

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NO.15 The group that authorizes changes that must be installed faster than the normal process is called the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)
Answer: A

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NO.16 Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
Answer: B

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NO.17 In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B

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NO.18 Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
D. Ensuring that information within the Service Pipeline is accurate
Answer: D

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NO.19 The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C

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NO.20 What is a RACI model used for.?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
Answer: A

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Code d'Examen: BH0-007
Nom d'Examen: ISEB (ISEB Intermediate Certificate in Software Testing)
Questions et réponses: 25 Q&As

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NO.1 Scenario 3 Data is transmitted over the internet as a series of packets. Each packet is sent to its
destination via the best available route. The decision on the best available route is made by a series of
routers on the internet. In order to make the best decision on the route to take, the router: 1)Scans the
destination address and matches it against rules set up in a configuration table. 2)Checks the
performance of the primary connection to see if it is good enough to send the packet. If not, it seeks an
alternative. Routers handle many millions of packets being sent at the same time. Packets can take the
form of email messages, data files etc. Which of the following would be applicable as part of a test policy
for testing these types of systems? a.Systems must be tested for compliance to industry standard routing
protocols. b.Testing for the latest upgrade will require testing of increased network traffic of 100%.
c.Testing for the fix will require the use of dynamic analysis tools. d.Releases will not be made if systems
have any high priority defects outstanding.
A.a and b.
B.a and d.
C.b and c.
D.b and d.
Answer:B

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NO.2 Scenario 1 A computerised system is being created to monitor the life support system on board a
submarine. It monitors air quality, water supplies and temperature. This system will be supplied and
maintained by SubsInc. SubsInc uses the V-model for software development and conducts four levels of
testing, from unit through to operational and site acceptance testing. Two key risks identified for the air
quality system are: 1. If the percentage of oxygen in the air falls too low, personnel may suffocate 2. If the
concentration of carbon dioxide in the air rises too high, the air may become toxic. To address these risks,
the requirement specification for this system includes the following requirements: R1)Oxygen must be
replaced as it is consumed. R2)Carbon dioxide must be removed from the air. These requirements must
be reflected in the functional, technical and program specification documents. You are a newly recruited
test manager. A risk register has been produced with the following additional risks identified. Which one is
a product risk associated with the air quality management system?
A.The system required to monitor oxygen levels may be more expensive than those required to monitor
air temperatures.
B.SubsInc may need to recruit extra developers and testers to deliver the project on time.
C.Oxygen levels may reach dangerously low levels.
D.Extreme temperatures may lead to heat exhaustion of personnel.
Answer:C

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NO.3 Scenario 2 Your organisation is a large media services corporation (MSC). MSC uses Agile
development, within a Scrum framework. Here, the iterations are referred to as Sprints. For each Sprint, a
set of user-stories is defined, built, and tested. The user-stories are typically 1-2 lines long, indicating
what the customer wants the system to do. MSC is in the process of updating its website to meet the
recently introduced accessibility rules for websites. Accessibility means the availability of a system
suitable to members of the public with, for example, visual or hearing difficulties. It has been decided to
start with two requirements, as its first 2 Sprints: 1)Presentation of content with clear headings, short
sentences, text versions always available. 2)Consistent navigation through the website. You are the test
manager and there are four developers and two testers. You have all worked together previously, and are
very experienced in MSCs products. Although the accessibility rules are new to you and the team, you
have all attended a workshop where they were explained. Which of the following are product risks and
which are project risks? a.The navigation through some parts of the website may need to be different from
others. b.Sprint 1 may not be completed on time, leading to a delay to the start of Sprint 2. c.Text versions
of images may not always be possible. d.There may be a need to buy a capture-replay tool for regression
testing. e.A key member of the team may leave before the Sprints have been completed.
A.a, b and c are product risks, d and e are project risks.
B.a and c are products risks, b, d and e are project risks.
C.b, c and e are product risks, a and d are project risks.
D.a, d and e are product risks, b and c are project risks.
Answer:B

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NO.4 Scenario 3 Data is transmitted over the internet as a series of packets. Each packet is sent to its
destination via the best available route. The decision on the best available route is made by a series of
routers on the internet. In order to make the best decision on the route to take, the router: 1)Scans the
destination address and matches it against rules set up in a configuration table. 2)Checks the
performance of the primary connection to see if it is good enough to send the packet. If not, it seeks an
alternative. Routers handle many millions of packets being sent at the same time. Packets can take the
form of email messages, data files etc. A serious issue has arisen with emails arriving at the wrong
destinations. This is an intermittent problem, and seems to occur only at peak loading times. Which of the
following reviews would you recommend to address this issue?
A.A walkthrough of the requirement specification, to check for errors.
B.A management review of defects logged and cleared to see if defects are being addressed correctly.
C.A technical review of the industry standard routing protocols to see if they have inaccuracies in them.
D.An inspection of the code for this part of the functionality to try to localise the defective parts of the code.
Answer:D

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NO.5 Scenario 3 Data is transmitted over the internet as a series of packets. Each packet is sent to its
destination via the best available route. The decision on the best available route is made by a series of
routers on the internet. In order to make the best decision on the route to take, the router: 1)Scans the
destination address and matches it against rules set up in a configuration table. 2)Checks the
performance of the primary connection to see if it is good enough to send the packet. If not, it seeks an
alternative. Routers handle many millions of packets being sent at the same time. Packets can take the
form of email messages, data files etc. Which of the following best describes a testing challenge of the
application domain of the routers described?
A.Testing that the receivers PC can store emails routed to it.
B.Testing that large organisations can scan incoming files routed to them for viruses.
C.Testing that packets are delivered by the routers in the required timescales.
D.Testing that files can be sent in any language.
Answer:C

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Nom d'Examen: ISEB (Foundation Certificate in Business Analysis )
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NO.1 Business rules define how actions are to be performed. Under which of the following headings are
business rules considered?
A. Explicit or implicit management statements,
B. Statutory and internal policies.
C. Constraints and operational guidance.
D. Negotiable and non-negotiable limitations.
Answer: C

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NO.2 Which of the following statement is TRUE about the process view of an organisation?
A. It focuses on the customer of the organisation.
B. It focuses solely on the internal view of the organisation.
C. It focuses on the functions of an organisation.
D. It focuses on the organisational structure.
Answer: A

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NO.3 Which stage in the waterfall model is considered as several separate stages in the V model?
A. Development.
B. Analysis.
C. Testing.
D. Design.
Answer: C

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NO.4 When should benefits realisation be carried out?
A. Immediately at the end of the project.
B. At the beginning of the project.
C. At the end of the finalised feasibility study.
D. Months or years after the end of the project.
Answer: D

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NO.5 Which of the following terms may be used to describe the attitude of a stakeholder who is NOT in favour
of the project but is probably not actively opposed to it?
A. Opponent.
B. Neutral.
C. Critic.
D. Blocker.
Answer: C

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NO.6 In which of the following business analysis areas does the traditional systems analyst role primarily
operate?
A. Quantifying costs and benefits.
B. Defining the needs of the business.
C. Implementing business changes.
D. Specifying IT system requirements.
Answer: D

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NO.7 What is the first stage of the waterfall systems development lifecycle?
A. Plan.
B. Analysis.
C. Feasibility Study.
D. Strategic Vision.
Answer: C

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NO.8 What does the O' stand for in the CATVVOE analysis?
A. The objectives of the business system under review.
B. The opportunities for change in the business system under review.
C. The organisation of the business system under review.
D. The owner of the business system under review.
Answer: D

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NO.9 A stakeholder has been classified as 'some' on both the power/influence and interest axes of a
power/interest grid. Which of the following would be an appropriate way of managing this stakeholder?
A. Keep on side.
B. Keep watching.
C. Keep informed.
D. Keep satisfied.
Answer: A

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NO.10 A batch program runs every night to raise invoices. The next day these invoices are posted out to
customers by a clerk. Customers pay the invoices with cheques. The cheques are then banked by a clerk.
In this scenario, which of the following represents a business event?
A. System prints invoices.
B. Clerk sends invoices to customers.
C. Customer's cheque is received.
D. Clerk banks the cheque.
Answer: C

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NO.11 As part of an investigation a Business Analyst has devised a form for users of an existing system to use
to keep track of the tasks they undertake during their working day. Which of the following describes this
investigation technique?
A. Special purpose records,
B. Scenario analysis.
C. Questionnaires.
D. Activity sampling.
Answer: A

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NO.12 On a class diagram, what do the multiplicities represent?
A. The number of attributes held within each class.
B. The minimum and maximum number of operations in each class.
C. The minimum and maximum number of objects in each class.
D. The business rules for an association between two classes.
Answer: D

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NO.13 In a particular organisation it is common practice to call all managers by their first name. It is part of the
culture of the organisation. Newcomers are quickly corrected if they do not follow this informal approach.
What would knowing about this convention be classified as in Requirements Engineering?
A. Explicit individual knowledge.
B. Tacit individual knowledge.
C. Explicit corporate knowledge.
D. Tacit corporate knowledge.
Answer: D

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NO.14 A well formed requirement is said to comply with which of the following acronyms?
A. MOSCOW.
B. SMART.
C. OSCAR.
D. MOST.
Answer: B

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NO.15 The required competencies of a business analyst are classified into three categories. Which of the
following is one of these three categories.?
A. Management Qualities.
B. Business Knowledge.
C. IT Skills
D. Project Skills.
Answer: B

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NO.16 Different reactions may be observed when a change to working methods is proposed. These reactions
include:
a. Enthusiasm for the change.
b. Fear of the change.
c. Reduced performance on the job.
d. Reluctant acceptance of the change.
Which of the following represents the typical sequence of these four reactions?
A. b, d, c and a.
B. a, b, c and d.
C. b, c, d and a.
D. a, b, d and c.
Answer: C

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NO.17 During which stage of the Business Analysis Process Model would a gap analysis be carried out?
A. Define requirements.
B. Analyse needs.
C. Evaluate the options.
D. Investigate situation.
Answer: B

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NO.18 It has been suggested that five clerical posts can be abolished when a new computer system is
implemented. Under which category of costs or benefits will this be recorded?
A. Tangible costs.
B. Tangible benefits.
C. Intangible costs.
D. Intangible benefits.
Answer: B

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NO.19 Which of the following investigation techniques involves following a user for one or two days in order to
find out what a particular job entails?
A. Scenario analysis.
B. Protocol analysis.
C. Shadowing.
D. Activity sampling.
Answer: C

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NO.20 Given the cashflows below, which of the following is correct?
A. The project pays back in year 4 of the project.
B. The project does not pay back within the four year period.
C. The project pays back in year 2 of the project.
D. The project pays back in year 3 of the project.
Answer: B

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Code d'Examen: BH0-004
Nom d'Examen: ISEB (ISEB ISTQB Certificate in Software Testing)
Questions et réponses: 44 Q&As

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NO.1 Given the following decision table:
Which of the following test cases and expected results is VALID?
A. 23 year old in insurance class A Premium is 90 and excess is 2,500.
B. 51 year old in insurance class C Premium is 70 and excess is 500.
C. 31 year old in insurance class B Premium is 90 and excess is 2,500.
D. 43 year old in insurance class C Premium is 70 and excess is 1,000.
Answer: A

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NO.2 As part of which test process do you determine the exit criteria?
A. Test planning.
B. Evaluating exit criteria and reporting.
C. Test closure.
D. Test control.
Answer: A

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NO.3 Where may functional testing be performed?
A. At system and acceptance testing levels only.
B. At all test levels.
C. At all levels above integration testing.
D. At the acceptance testing level only.
Answer: B

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NO.4 Given the following fragment of code, how many tests are required for 100% decision coverage?
if width > length then
biggest_dimension = width
if height > width then
biggest_dimension = height
end_if
else
biggest_dimension = length
if height > length then
biggest_dimension = height
end_if
end_if
A. 3
B. 2
C. 4
D. 1
Answer: C

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NO.5 Which of the following defines the expected results of a test?
A. Test case specification.
B. Test design specification.
C. Test procedure specification.
D. Test results.
Answer: A

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Code d'Examen: ISEB-ITILV3F
Nom d'Examen: ISEB (ITIL Foundation Certificate in IT Service Management)
Questions et réponses: 162 Q&As

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NO.1 Dashboard type technology
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Answer: B

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2. Which of the following is NOT a FUNCTION?
A. Application Management
B. Service Desk
C. Incident Management
D. Technical Management
Answer: C

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3. Which of the following is the CORRECT description of the Seven R's of Change
Management?
A. A set of questions that should be asked to help understand the impact of Changes
B. A seven step process for releasing Changes into production
C. A set of questions that should be asked when reviewing the success of a recent Change
D. A definition of the roles and responsibilities required for Change Management
Answer: A

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4. The BEST Processes to automate are those that are?
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
Answer: D

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NO.2 Create and use diagnostic scripts

NO.3 Control of user desk-top PCs

NO.4 Which Function would provide staff to monitor events in an Operations Bridge?
A. Technical Management
B. IT Operations Management
C. Service Desk
D. Applications Management
Answer: B

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NO.5 Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged

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Code d'Examen: ITILF2011
Nom d'Examen: ISEB (The ITIL Foundation - 2011)
Questions et réponses: 131 Q&As

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NO.1 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
Answer: D

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NO.2 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
Answer: D

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NO.3 Which one of the following is NOT part of the service design stage of the service lifecycle.?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the
service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
Answer: A

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Code d'Examen: BH0-006
Nom d'Examen: ISEB (ITIL V3 Foundation Certificate in IT Service Management)
Questions et réponses: 418 Q&As

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NO.1 Which of the following Availability Management activities are considered to be proactive as opposed to
reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability
A.All of the above
B.1 and 2 only
C.1 and 3 only
D.2 and 3 only WArialZ
ANSWER: b

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NO.2 Which of the following is NOT the responsibility of the Service Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
C.Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D.Ensuring that all operational services are recorded in the Service CatalogueWArialZ
ANSWER: b

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NO.3 "Service Management is a set of specialised organizational capabilities for providing value to
customers in the form of services".
These specialised organizational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers WArialZ
ANSWER: b

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NO.4 The BEST definition of an Incident is:
A.An unplanned disruption of service unless there is a backup to that service
B.An unplanned interruption or reduction in the quality of an IT Service
C.Any disruption to service whether planned or unplanned
D.Any disruption to service that is reported to the Service Desk, regardless of whether the service is
impacted or not WArialZ
ANSWER: b

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NO.5 Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners WArialZ
ANSWER: c

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NO.6 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 onlyWArialZ
ANSWER: b

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NO.7 Which of the following is NOT an example of a Service Provider Type?
A.Internal service provider
B.External service provider
C.Third-party provider
D.Shared services unit WArialZ
ANSWER: c

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NO.8 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 reportedWArialZ
ANSWER: c

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NO.9 The consideration of business outcomes and value creation are principles of which part of the Service
Lifecycle?
A.Continual Service Improvement
B.Service Strategy
C.Service Design
D.Service TransitionWArialZ
ANSWER: b

ISEB   BH0-006   BH0-006

NO.10 What would you use the seven Rs of Change Management for?
A.To assist with the impact analysis for a Change request
B.To review changes after they have been implemented
C.To allocate the roles and responsibilities during the Change Management process
D.To act as a framework for implementing a ChangeWArialZ
ANSWER: a

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NO.11 Defining the processes needed to operate a new service is part of:
A.Service Design: Design the processes
B.Service Strategy: Develop the offerings
C.Service Transition: Plan and prepare for deployment
D.Service Operation: IT Operations Management WArialZ
ANSWER: a

ISEB   BH0-006   BH0-006

NO.12 Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners WArialZ
ANSWER: c

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NO.13 In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned
by which set of activities?
A.Baseline assessments
B.Service and process improvements
C.Taking measurements and recording metrics
D.Setting measurement targetsWArialZ
ANSWER: b

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NO.14 Which process is responsible for discussing reports with customers showing whether services have
met their targets?
A.Continual Service Improvement
B.Business Relationship Management
C.Service Level Management
D.Availability ManagementWArialZ
ANSWER: c

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NO.15 What would be the next step in the Continual Service Improvement (CSI) Model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
A.What is the Return On Investment (ROI)?
B.How much did it cost?
C.How do we keep the momentum going?
D.What is the Value On Investment (VOI)?WArialZ
ANSWER: c

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NO.16 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 WArialZ
ANSWER: a

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NO.17 Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
A.1 and 3 only
B.All of the above
C.2 and 4 only
D.1, 2 and 4 only WArialZ
ANSWER: d

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NO.18 Which of the following do Service Metrics measure?
A.Processes and functions
B.Maturity and cost
C.The end to end service
D.Infrastructure availability WArialZ
ANSWER: c

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NO.19 Which processes review Underpinning Contracts on a regular basis?
A.Supplier Management and Service Level Management
B.Supplier Management and Demand Management
C.Demand Management and Service Level Management
D.Supplier Management, Demand Management and Service Level Management WArialZ
ANSWER: a

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NO.20 Which of the following activities is NOT a part of the Deming Cycle?
A.Act
B.Plan
C.Do
D.Coordinate WArialZ
ANSWER: d

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NO.21 What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources WArialZ
ANSWER: c

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NO.22 Which of the following is a responsibility of Supplier Management?
A.Development, negotiation and agreement of Service Level Agreements (SLAs)
B.Development, negotiation and agreement of contracts
C.Development, negotiation and agreement of the Service Portfolio
D.Development, negotiation and agreement of organizational Level Agreements (OLAs)WArialZ
ANSWER: b

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NO.23 Which of the following is NOT a benefit of using public frameworks and standards?
A.Knowledge of public frameworks is more likely to be widely distributed
B.They are always free ensuring they can be implemented quickly
C.They are validated across a wide range of environments making them more robust
D.They make collaboration between organizations easier by giving a common language WArialZ
ANSWER: b

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NO.24 Which process is responsible for recording the current details, status, interfaces and dependencies of
all services that are being run or being prepared to run in the live environment?
A.Service Level Management
B.Service Catalogue Management
C.Demand Management
D.Service TransitionWArialZ
ANSWER: b

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NO.25 Within Service Design, what is the key output handed over to Service Transition?
A.Measurement, methods and metrics
B.Service Design Package
C.Service Portfolio Design
D.Process definitions WArialZ
ANSWER: b

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NO.26 Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience
A.1 only
B.2 only
C.Both of the above
D.None of the above WArialZ
ANSWER: c

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NO.27 Which of the following do Technology metrics measure?
A.Components
B.Processes
C.The end to end service
D.Customer satisfactionWArialZ
ANSWER: a

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NO.28 A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined,
including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
A.1, 2 and 3 only
B.All of the above
C.1 and 2 only
D.1, 2 and 4 only WArialZ
ANSWER: a

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NO.29 A Known Error has been raised after diagnosis of a Problem was complete but before a workaround
has been found. Is this a valid approach?
A.Yes
B.No, the workaround must be found before a Known Error is created
C.No, a Known Error can only be raised after the permanent resolution has been implemented
D.No, a Known Error must be raised at the same time as a problemWArialZ
ANSWER: a

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NO.30 Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and
Partners"?
A.Suppliers, manufacturers and vendors
B.Customers
C.Internal departments
D.The Facilities Management function WArialZ
ANSWER: a

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