Jan 22 2019 |
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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
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.
2 of 20
What is the key activity of a leader's role?
Focus on results
Set up priorities
3 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
4 of 20
What is the
stage of team formation?
5 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.
6 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
7 of 20
What activity is part of the Provide stage?
8 of 20
What steps describe the high-level process for adapting the VeriSM™ model?
Define the stakeholders, select the processes, and implement them in the organization
Establish the principles, select a set of practices, create a responsive operating model
Investigate all practices in use, select the best set, and make these mandatory
Select the best management practice, focus thereon, and implement it step by step
9 of 20
The Define stage of the VeriSM™ model produces a definition of what good service looks like.
During which process does this activity take place?
Create the service blueprint
Create the solution
Define consumer needs
10 of 20
Which is the objective of service measurement?
To demonstrate compliance with laws, regulations and contractual commitments
To enable service providers to manage the performance capabilities of underpinning service elements
To enable the consumer to understand the costs of providing the service
To quantify and qualify the results or outcomes provided by a service
11 of 20
An organization is growing rapidly and therefore wants to reconsider all their processes. They find that testing is too risky. They want to minimize costs of fixing errors resulting from late discovery of integration and test errors.
Which management practice would
address this issue?
12 of 20
How can Agile be used to support service management?
Agile cannot be used as it is a project management-only practice
For building products and services iteratively
For easy acceptance of all service management practices across the entire organization
To build all service management processes like traditional waterfall projects
13 of 20
How does DevOps advance service management practices?
DevOps advances service management practices by shifting them to the left, making them leaner.
DevOps sets up the principles for service management practices.
DevOps should be used only to develop new products and services.
DevOps was established later than service management and therefore does not advance service management practices.
14 of 20
In Lean, different types of waste are distinguished.
What type of waste is “producing at levels of quality more than required by the customer"?
15 of 20
What is an example of User Experience (UX)?
16 of 20
How does continuous delivery
impact change control processes?
It does not impact the change control processes.
It impacts the processes through automated testing facilities.
It impacts the processes through delivering more information.
It impacts the processes through less rigorous change control.
17 of 20
Technology is changing fast and this provides significant challenges for service management.
What is a generic challenge identified for service management?
Ensuring cost is matched to budget
Matching expectations to business relationships
More complexity and less visibility
Service management approaches support constraints
18 of 20
What is a
benefit of cloud?
Enhanced internal communication
Increased quality of the infrastructure
Increased speed of infrastructure service
Reduced operating risks
19 of 20
An organization decides to use a SaaS solution to control their new Internet of Things (IoT) monitoring devices.
important to consider from a service management point of view?
A key requirement is that IoT devices have unique identifiers and IP addresses.
IoT services provide better behavior tracking to support real-time marketing.
It is an outsourced service, so no specific considerations are required.
The guardrails for the services must be respected also for SaaS solutions.
20 of 20
An organization wants to break out of fire-fighting mode and move to the proactive mode.
On which element(s) of the VeriSM™ model should the focus be
Define and Produce
Provide and Respond
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