Preguntas 1.pdf Past Paper PDF

# Primera Parte 34 ISA ## 1. - What is included in the "design and transition" value chain activity process? - **A. Ensuring that service components are available and meet the agreed-upon specifications.** - B. Ensuring that services are delivered in accordance with agreed-upon specificat...

# Primera Parte 34 ISA ## 1. - What is included in the "design and transition" value chain activity process? - **A. Ensuring that service components are available and meet the agreed-upon specifications.** - B. Ensuring that services are delivered in accordance with agreed-upon specifications. - C. Ensuring that products and services continuously meet the expectations of stakeholders. - D. Ensuring a shared understanding of the vision for all four dimensions. ## 2. - Identify the missing words in the following statement: A user is [ ] who uses services. - A. An organization - **B. A team** - C. A role - D. A provider. ## 3. - What is a result of applying the guiding principle "progress iteratively through feedback"? - **A. The ability to discover and respond to failures in an anticipatory manner.** - B. Standardization of practices and services. - C. Understanding of customer perception of value. - D. Understanding of the current state and identifying what can be reused. ## 4. - Which principle focuses on service consumers? - A. Start where the service is. - B. Optimize and automate. - **C. Keep it simple and practical.** - D. Focus on value. ## 5. - A service offering can include goods, access to resources and service actions. Which of the following options is an example of a service action? - A. A mobile phone allows a user to work remotely. - B. A password allows a user to connect to a Wi-Fi network. - C. A license allows a user to install software. - **D. A helpdesk agent provides support to a user.** ## 6. - What can help reduce resistance to a planned improvement when the guiding principle "collaborate and promote visibility" is applied? - A. Restrict information about the improvement to only essential stakeholders. - B. Increase collaboration and visibility of the improvement. - C. Involve customers after all planning is completed. - **D. Involve each stakeholder group in the same way, with the same communication.** ## 7. - Which concept includes the government as a component? - A. Practices - **B. The Service Value Chain** - C. The Service Value System - D. Guiding principles ## 8. - What are guiding principles? - **A. A set of interconnected activities that help an organization deliver a valuable service.** - B. A description of one or more services that help meet the needs of a target group of consumers. - C. A set of specialized organizational competencies to enable value for customers. - D. Recommendations that help organizations adopt a service management approach. ## 9. - Which statement about outputs is CORRECT? - A They are made up of multiple outcomes. - B. They capture customer service demand. - **C. They contribute to achieving outcomes.** - D. They describe service performance. ## 10. - What does the "partners and suppliers" dimension consider? - A. Use of artificial intelligence. - B. Definition of controls and procedures. - C. The use of formal roles and responsibilities. - **D. Working with an integrator to manage relationships.** ## 11. - Which statement about a service value flow is CORRECT? - **A. It uses prescriptive inputs and outputs.** - B. It is a value chain activity. - C. It incorporates practices for value creation in a specific scenario. - D. It is used to provide governance. ## 12. - Which term refers to service levels that align with the needs of service consumers? - A. Service Management - B. Warranty - C. Cost - **D. Utility** ## 13. - Which of the following options is a recommendation of the "guide thinking and working holistically" principle? - **A. Conduct a review of existing service management practices and decide which to keep and which to discard.** - B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner. - C. Review service management practices and eliminate any unnecessary complexity. - D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative. ## 14. - Which dimension includes tools for managing the knowledge required for service management? - **A. Organizations and people** - B. Information and technology - C. Partners and suppliers - D. Processes and value flows. ## 15. - What activity contributes to the "Where are we now?" step of the continuous improvement model? - A. Implementing improvement actions. - B. Conducting baseline evaluations - **C. Defining the improvement plan. ** - D. Understanding the business mission. ## 16. - What should always be done before automating an activity? - **A. Ensure that the activity is optimized.** - B. Ensure that new, suitable technologies have been purchased. - C. Ensure that DevOps has been implemented correctly. - D. Ensure that the solution eliminates the need for human intervention. ## 17. - Which of the following options differs in size and complexity and uses functions to achieve its objectives? - A. A risk - **B. An organization** - C. A practice - D. An outcome ## 18. - The IT staff of an organization is very busy, mostly performing tasks that add little or no value to the organization or its customers. Which guiding principle recommends that unnecessary work should be eliminated? - A. Keep it simple and practical. - B. Think and work holistically - C. Start where you are. - **D. Progress iteratively with feedback.** ## 19. - Identify missing word in the following statement: A customer defines [ ] for a service and assumes responsibility for the outcomes of service consumption. - A. Requirements - B. Resources - C. Suppliers - **D. Products** ## 20. - Which of the following options ensures that a service provider and a service consumer co-create value continuously? - A. Service consumption - B. Service offerings - C. Change enablement - **D. Service relationship management** ## 21. - Which of the following options includes the integration of components and activities to facilitate outcomes for stakeholders? - A. Service relationship management - B. Service consumption - **C. The service value system** - D. Release management practice. ## 22. - Which statement about outcomes is CORRECT? - A. Outcomes enable the delivery of products to a stakeholder. - B. An outcome defines the amount of money spent on technology for a service. - **C. An outcome depends on at least one output to occur.** - D. Outcomes reassure stakeholders about service performance. ## 23. - Which value chain activity involves purchasing new products or components? - A. Engage - **B. Obtain/Build** - C. Plan - D. Improve ## 24. - What is included in the purpose of the "improve" value chain activity? - **A. Ensure continuous improvement of practices throughout all value chain activities.** - B. Ensure that services continuously meet expectations of quality, cost and time to market. - C. Ensure a shared understanding of improvement objectives for all services in the organization. - D. Ensure continuous involvement and positive relationships with all stakeholders. ## 25. - Which TWO of the following statements most closely relate to the "optimize and automate" guiding principle? - **1. It's important to review which communication method is appropriate for each type of stakeholder.** - **2. Complex systems should be designed with an understanding of how components interact.** - 3. Organizations should consider whether technology can improve the efficiency of manual processes. - **4. It's important to understand the organization's objectives when assessing the impact of potential improvements.** ## 26. - Which service management dimension involves considering the type of relationship required with other organizations involved in service design and delivery? - **A. Organizations and people** - B. Information and technology - C. Partners and suppliers - D. Processes and value flows. ## 27. - What is defined as "the role that uses services"? - A. Service Consumer - B. Customer - C. User - **D. Sponsor** ## 28. - What should remain constant in an organization even when its objectives change? - A. Outputs - **B. Guiding principles** - C. Service offerings - D. Outcomes ## 29. - What is a key element of the "think and work holistically" guiding principle? - A. Assess which procedures can be reused when improving a service. - B. Collaborate with stakeholders to address a problem. - C. Eliminate metrics that do not contribute to achieving an objective. - **D. Utilize technology for standard tasks to free up people for complex activities.** ## 30. - What is the MOST important entity that a service provider needs to collaborate with? - A. Suppliers - B. Customers - **C. Relationship managers** - D. Developers ## 31. - Which activity is NOT recommended by the "start where you are" guiding principle? - **A. Involve people who are unfamiliar with a service when it is monitored and evaluated.** - B. Apply risk management when introducing new processes. - C. Use source data to avoid unconscious distortion of data in reports. - D. Discard existing processes before evaluating their usefulness. ## 32. - Which term is used to describe the functionality of a service? - A. Output - B. Outcome - **C. Utility** - D. Warranty ## 33. - Which of the four dimensions can focus on managing compliance data with industry regulations? - A. Partners and suppliers - B. Organizations and people - C. Processes and value flows - **D. Information and technology** ## 34. - When using the ITIL continuous improvement model, what information should an organization produce to understand its current situation? - **A. Business objectives** - B. Improvement plans - C. Evaluation outcomes - D. Key Performance Indicator reports.