Questionmark Perception

Introduction

考试说明

本试卷是VeriSM™ Essentials (VERISME.CH)模拟考试。 EXIN考试准则适用于该考试。

本试卷由20 道单项选择题组成。每道选择题有多个选项，但这些选项中只有一个是正确答案。

本试卷的总分是20分。每道题的分数是1分。您需要获得13分或以上通过考试。

考试时间为30分钟。

祝您好运!

Copyright © EXIN Holding B.V. 2021. All rights reserved.
EXIN® is a registered trademark.
VeriSM™ is a registered trademark of IFDC.
SIAM™ is a registered trademark.

Question

1 of 20

以下哪一种表述最符合影子行为(shadow behavior)？

What is the best description of shadow behavior?

	下级通过旁观工作和在岗学习方式观察上级 A junior observing a senior by doing job-shadowing and learning on-the-job
	建立部落制度，团队成员之间出现“抢风头”现象 Creating a tribal system where team members are overshadowed by others
	未经明确的组织批准，实施系统或解决方案 Implementing systems or solutions without explicit organizational approval
	用户在不知不觉中享受提供的IT服务 IT service provisioning being so good that consumers are unaware of IT

Question

2 of 20

治理如何贯通整个组织？

How does governance flow through an organization?

	由所有者委托治理层（governing body），再由治理主体机构/部门向各组织单位授权组织能力，用以创造和支持消费者想要的成果。 Via delegation from owners to a governing body, who authorizes organizational capabilities to create and support the outcomes to consumers.
	组织内高层做好规划，重要的是明确使命和愿景以及确定关键目标。 Via good planning in the higher levels of the organization, where it is critical that there is a clearly stated mission and vision with key objectives defined.
	每年举办一次或两次全组织聚会，所有者/干系人阐述使命、愿景和目标，并收集员工的反馈意见。 Via organization-wide gatherings once or twice a year, where owners/stakeholders present the mission, vision and objectives, and take feedback from employees.
	员工与其上级之间签订绩效合同，让每个人都能为战略各司其职。 Via performance contracts between an employee and his or her manager, making everybody responsible for part of the strategy.

Question

3 of 20

新技术导致组织内部发生变化。

以下哪一项属于其中之一？

New technology has led to changes within organizations.

Which is one of these changes?

	由稳定性管理实践驱动的服务是技术创新的阻碍。 Services are driven by stable management practices which discourage technology innovation.
	服务可以不受地点约束，在任何地方被交付。 Services can be delivered from anywhere to anywhere.
	组织内的服务正在发生一种更定型的功能变化。 Services now undergo a more rigid functional change approach within organizations.
	依靠传统定型管理方法的服务更加适合组织。 Services that rely on traditional rigid management approaches are preferable to organizations.

Question

4 of 20

以下哪一种表述关于组织文化的描述最最到位？

How can organizational culture best be described?

	它是基于组织内全体员工背景的一系列惯常实践。 It is a collection of common practices based on the backgrounds of all employees within an organization.
	它反映了一个组织内管理层和所有者的种族身份。 It is a reflection of the ethnicity of management and owners within an organization.
	它是一种由组织领导层专门定义的文化。 It is a culture that is exclusively defined by the leadership of an organization.
	它是组织的价值观、系统、标志、主张、信仰和习惯的集合以及相互作用。 It is a collection of, and interaction between, the values, systems, symbols, assumptions, beliefs and habits of an organization.

Question

5 of 20

创建服务文化最重要的元素是什么？

What is the most important element of creating a service culture?

	赋予员工独立决策的权利 Empowering the employees to make decisions on their own
	衡量服务文化，以确定改进思路 Measuring the service culture in order to identify improvement ideas
	通过行动而不是语言向消费者表明他们受到重视 Showing the consumer that they are valued by actions rather than telling them
	培训员工和管理者良好的服务行为 Training employees and managers in good service behavior

Question

6 of 20

情商决定了两个主要能力：人际和社交。

以下哪两项技能属于社交能力？

Emotional intelligence defines two main competencies: personal and social.

Which two skills belong to the social competence?

	加入社交团体并积极交流 Joining social groups and actively communicating with them
	了解社交媒体以及会影响自身的人或事 Knowing social media and what people or situations can influence us
	社会意识和关系管理 Social awareness and relationship management
	社交内容管理和使用社交技巧 Social content management and using social techniques

Question

7 of 20

团队组建的最后阶段是什么？

What is the last stage of team formation?

	解散/结束（Adjourning） Adjourning
	形成（Forming） Forming
	发挥（Performing） Performing
	组建（Setting-up） Setting-up

Question

8 of 20

团队之间存在可能各自为政的棘手问题。

管理层应对这一问题的建议是什么？

There is a challenge that teams may operate in silos.

What is a recommendation that management should do to overcome this challenge?

	在团队成员之间开展一对一会议 Implement one-on-one meetings between team members
	为每个团队提供团队建设活动 Provide team-building activities for each team
	奖励提前达到目标的团队 Reward teams who achieve their goals ahead of target
	分享关于组织战略的信息 Share information on the organization’s strategies

Question

9 of 20

成功的期望值管理取决于对预期内容有清晰的认识。

如何形成这一清晰认识？

Successful expectation management depends on developing a clear vision of what is expected.

How can this clarity be achieved?

	确保有详细的SLA（服务级别协议）文档可供使用 Ensure that detailed SLA documentation is available
	报告对照约定目标的成果情况 Report achievement against agreed targets
	设定界限并提供交付结构 Set boundaries and provide a structure for delivery
	谨慎许诺和出色兑现 Under-promise and over-deliver

Question

10 of 20

以下哪一项是沟通中应考虑的五个要素之一？

What is one of the five components that should be considered in communication?

	传递机制 Delivery mechanism
	意图 Intention
	感知 Perception
	范围 Scope

Question

11 of 20

VeriSM™模型的哪一项要素决定了必需的管理活动或实践，通过规定规章制度或界限满足治理要求？

Which element of the VeriSM™ model defines the management activities or practices necessary to meet the governance requirements by providing guardrails or boundaries?

	定义（Define） Define
	管理网格（Management Mesh） Management Mesh
	生产（Produce） Produce
	服务管理原则 Service management principles

Question

12 of 20

新产品或服务经过部署之后，服务提供者将为用户的使用提供持续支持。

VeriSM™模型的哪一项要素体现了这一支持？

Following the deployment of a new product or service, the service provider will provide ongoing support in its use to consumers.

Which element of the VeriSM™ model describes this provision of support?

	定义（Define） Define
	生产（Produce） Produce
	提供（Provide） Provide
	响应（Respond） Respond

Question

13 of 20

VeriSM™重新定义传统服务管理的核心原因是什么？

What is the main reason VeriSM™ re-defines traditional service management?

	VeriSM™将组织内的服务管理分为不同实体，这样所有实体都可以自主工作。 VeriSM™ divides service management within an organization into separate entities so all entities can work autonomously.
	VeriSM™关注整体性，不为特定组织提供实践。 VeriSM™ focuses on the big picture and does not provide practices for specific organizations.
	VeriSM™结合了新技术，因此可帮助IT部门实现数字化转型。 VeriSM™ incorporates new technologies and therefore helps IT departments with digital transformation.
	VeriSM™将整个组织视为各个单位共同协作的服务提供者。 VeriSM™ regards the entire organization as the service provider with capabilities that work together.

Question

14 of 20

是什么将VeriSM™与其他IT服务管理方法区分开来？

What differentiates VeriSM™ from other IT service management approaches?

	VeriSM™将IT与其他服务管理实践区分开来。 VeriSM™ differentiates IT from other service management practices.
	VeriSM™关注组织中的企业IT方面。 VeriSM™ focuses on the corporate IT aspects in the organization.
	VeriSM™是对早期IT服务管理实践的合理演化。 VeriSM™ is a logical evolution to older IT service management practices.
	VeriSM™将所有组织能力纳入考虑范围。 VeriSM™ takes all organizational capabilities into account.

Question

15 of 20

VeriSM™引入了管理网格（Management Mesh）的概念。管理网格结合了资源、管理实践、环境和新兴技术四个要素，创造和交付产品和服务。

以下哪一项要素应包含相关框架如ITIL，或相关方法伦如COBIT？

VeriSM™ introduces the concept of the Management Mesh. This combines the four elements of resources, management practices, environment and emerging technologies to create and deliver products and services.

In which element should frameworks such as ITIL or methodologies such as COBIT be included?

	新兴技术 Emerging technologies
	环境 Environment
	管理实践 Management practices
	资源 Resources

Question

16 of 20

在理解组织治理和服务管理原则后才能构建管理网格（Management Mesh）。

在构建网格前还须制定什么？

The Management Mesh can only be built once the organizational governance and service management principles are understood.

What else must also be developed before the Mesh is built?

	设计规范 Design specifications
	运营计划 Operational plans
	战略计划 Strategic plans
	战术计划 Tactical plans

Question

17 of 20

VeriSM™模型中定义（Define）阶段的目标是什么？

What is an objective of the Define stage in the VeriSM™ model?

	阐述与产品或服务设计有关的活动和相关成果 To address activities and supporting outcomes that relate to the design of a product or service
	确保产品或服务可供消费 To ensure the product or service is available for consumption
	响应消费者的服务事项、问询和需求 To react to service issues, inquiries and requests from the consumer
	结合服务蓝图并执行构建、测试和实施处于变更控制下的活动 To take the service blueprint and perform build, test and implement activities under change control

Question

18 of 20

测试为什么是生产（Produce）阶段的重要部分？

Why is testing an important part of the Produce stage?

	定义组织的风险准则和风险偏好 To define risk criteria and the risk appetite of an organization
	确保产品或服务符合既定要求 To ensure that the product or service meets the requirements set
	确保组织的要求符合其战略 To ensure that the organization's requirements are in line with its strategy
	确保适当的组织架构 To ensure an organization's architecture is appropriate

Question

19 of 20

以下哪一项活动属于提供（Provide）阶段的一部分？

What activity is part of the Provide stage?

	构建 Build
	设计 Design
	改进 Improve
	测试 Test

Question

20 of 20

响应（Respond）阶段的记录（Record）活动涵盖了以下哪一项？

What is covered by the activity Record in the Respond stage?

	采集信息 Capture information
	交付结果 Deliver results
	解决问题 Resolve the issue
	源事件 Source events