Aug 19 2018 |
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This is the sample exam VeriSM™
. The Rules and Regulations for EXIN's examinations apply to this exam.
This sample exam consists of 20 multiple-choice questions. Each multiple-choice question has a number of possible answers, of which only one is the correct answer.
The maximum number of points that can be obtained for this sample exam is 20. Each correct answer is worth one point. If you obtain 13 points or more you will pass.
The time allowed for this sample exam is 30 minutes.
Copyright © EXIN Holding B.V. and BCS, 2018. All rights reserved.
EXIN® is a registered trademark.
VeriSM™ is a registered trademark of IFDC.
1 of 20
What is the
description of shadow behavior?
A junior observing a senior by doing job-shadowing and learning on-the-job
Creating a tribal system where team members are overshadowed by others
Implementing systems or solutions without explicit organizational approval
IT service provisioning being so good that consumers are unaware of IT
2 of 20
How does governance flow through an organization?
Via delegation from owners to a governing body, who authorizes organizational capabilities to create and support the outcomes to consumers.
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.
Via organization-wide gatherings once or twice a year, where owners/stakeholders present the mission, vision and objectives, and take feedback from employees.
Via performance contracts between an employee and his or her manager, making everybody responsible for part of the strategy.
3 of 20
New technology has led to changes within organizations.
Which is one of these changes?
Services are driven by stable management practices which discourage technology innovation.
Services can be delivered from anywhere to anywhere.
Services now undergo a more rigid functional change approach within organizations.
Services that rely on traditional rigid management approaches are preferable to organizations.
4 of 20
How can organizational culture
It is a collection of common practices based on the backgrounds of all employees within an organization.
It is a reflection of the ethnicity of management and owners within an organization.
It is a culture that is exclusively defined by the leadership of an organization.
It is a collection of, and interaction between, the values, systems, symbols, assumptions, beliefs and habits of an organization.
5 of 20
What is the
important element of creating a service culture?
Empowering the employees to make decisions on their own
Measuring the service culture in order to identify improvement ideas
Showing the consumer that they are valued by actions rather than telling them
Training employees and managers in good service behavior
6 of 20
Emotional intelligence defines two main competencies: personal and social.
Which two skills belong to the social competence?
Joining social groups and actively communicating with them
Knowing social media and what people or situations can influence us
Social awareness and relationship management
Social content management and using social techniques
7 of 20
What is the
stage of team formation?
8 of 20
There is a challenge that teams may operate in silos.
What is a recommendation that management should do to overcome this challenge?
Implement one-on-one meetings between team members
Provide team-building activities for each team
Reward teams who achieve their goals ahead of target
Share information on the organization’s strategies
9 of 20
Successful expectation management depends on developing a clear vision of what is expected.
How can this clarity be achieved?
Ensure that detailed SLA documentation is available
Report achievement against agreed targets
Set boundaries and provide a structure for delivery
Under-promise and over-deliver
10 of 20
What is one of the five components that should be considered in communication?
11 of 20
Which element of the VeriSM™ model defines the management activities or practices necessary to meet the governance requirements by providing guardrails or boundaries?
Service management principles
12 of 20
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?
13 of 20
What is the
reason VeriSM™ re-defines traditional service management?
VeriSM™ divides service management within an organization into separate entities so all entities can work autonomously.
VeriSM™ focuses on the big picture and does not provide practices for specific organizations.
VeriSM™ incorporates new technologies and therefore helps IT departments with digital transformation.
VeriSM™ regards the entire organization as the service provider with capabilities that work together.
14 of 20
What differentiates VeriSM™ from other IT service management approaches?
VeriSM™ differentiates IT from other service management practices.
VeriSM™ focuses on the corporate IT aspects in the organization.
VeriSM™ is a logical evolution to older IT service management practices.
VeriSM™ takes all organizational capabilities into account.
15 of 20
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?
16 of 20
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?
17 of 20
What is an objective of the Define stage in the VeriSM™ model?
To address activities and supporting outcomes that relate to the design of a product or service
To ensure the product or service is available for consumption
To react to service issues, inquiries and requests from the consumer
To take the service blueprint and perform build, test and implement activities under change control
18 of 20
Why is testing an important part of the Produce stage?
To define risk criteria and the risk appetite of an organization
To ensure that the product or service meets the requirements set
To ensure that the organization's requirements are in line with its strategy
To ensure an organization's architecture is appropriate
19 of 20
What activity is part of the Provide stage?
20 of 20
What is covered by the activity Record in the Respond stage?
Resolve the issue
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