Nov 19 2018 |
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This is the sample exam VeriSM™ Foundation. The Rules and Regulations for EXIN's examinations apply to this exam.
This sample exam consists of 40 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 40. Each correct answer is worth one point. If you obtain 26 points or more you will pass.
The time allowed for this sample exam is 60 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 40
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 40
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 40
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 40
Digital transformation requires a new approach to service management within organizations.
Where is the ownership of service management principles situated in an organization?
Business owns service management.
IT owns service management.
Service management is outsourced to a third-party supplier.
Service management is owned across the whole organization.
5 of 40
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.
6 of 40
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
7 of 40
What is the key activity of a leader's role?
Focus on results
Set up priorities
8 of 40
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
9 of 40
What is the name of the professional that should have both breadth and depth of knowledge?
Service management expert
10 of 40
What is the
stage of team formation?
11 of 40
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
12 of 40
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
13 of 40
What is one of the five components that should be considered in communication?
14 of 40
What is the
important step in Kotter's Organizational Change Management (OCM) model?
Build a guiding coalition
Create a sense of urgency
Generate short-term wins
15 of 40
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
16 of 40
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?
17 of 40
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.
18 of 40
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.
19 of 40
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?
20 of 40
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?
21 of 40
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
22 of 40
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
23 of 40
What activity is part of the Provide stage?
24 of 40
What is covered by the activity Record in the Respond stage?
Resolve the issue
25 of 40
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
26 of 40
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
27 of 40
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
28 of 40
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?
29 of 40
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
30 of 40
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.
31 of 40
What is the third layer between consumer and provider in Service and Integration Management (SIAM)?
32 of 40
In Lean, different types of waste are distinguished.
What type of waste is “producing at levels of quality more than required by the customer"?
33 of 40
Shift Left is an approach which sees solution development, delivery and support pushed to earlier stages in their lifecycle and so gains efficiencies, cost savings and improved customer focus.
Which activity is
a feature of Shift Left?
Auto-correction of operational issues after they have occurred
Auto-detection of potential operational issues before they occur
Automatic incident referral to second line support
Self service incident diagnosis
34 of 40
What is an example of User Experience (UX)?
35 of 40
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.
36 of 40
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
37 of 40
What is a
benefit of cloud?
Enhanced internal communication
Increased quality of the infrastructure
Increased speed of infrastructure service
Reduced operating risks
38 of 40
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.
39 of 40
What is the advantage of Robotic Process Automation (RPA) in service management processes?
RPA automates tasks and therefore will always reduce headcount.
RPA helps in enabling employees to perform more complex tasks.
RPA increases the quality of the produced products as it automates tasks.
RPA is a manufacturing technique which cannot be used effectively in service management.
40 of 40
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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