Free VeriSM Essentials Exam VERISME Exam Practice Test

What is the name of the professional that should have both breadth and depth of knowledge?

• A-shaped professional
• I-shaped professional
• Service management expert
• T-shaped professional

What is the third layer between consumer and provider in Service and Integration Management (SIAM)?

• Service advocate
• Service installer
• Service integrator
• Service manager

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

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
• Gather requirements

What is the first step in building a customer journey map?

• Define
• Investigate
• Plan
• Research

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?

• Emerging technologies
• Environment
• Management practices
• Resources

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.

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

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 best address this issue?

• Agile
• CX/UX
• Lean
• SIAM

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