[2025年05月19日] VERISME PDF問題とテストエンジンには42問があります
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Exin Verisme（Verism™Essentials）試験は、サービス管理の原則、サービス文化、組織構造、新興技術など、幅広いトピックをカバーしています。この試験では、サービスレベルの管理、インシデント管理、問題管理、変更管理など、サービス管理の慣行についてもカバーしています。この認定は、候補者にサービス管理とデジタル時代におけるその重要性を深く理解しています。
質問 # 19
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 not a feature of Shift Left?
- A. Automatic incident referral to second line support
- B. Auto-correction of operational issues after they have occurred
- C. Self service incident diagnosis
- D. Auto-detection of potential operational issues before they occur
正解：A
質問 # 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?
- A. Operational plans
- B. Tactical plans
- C. Strategic plans
- D. Design specifications
正解：C
質問 # 21
How does governance flow through an organization?
- A. Via performance contracts between an employee and his or her manager, making everybody responsible for part of the strategy.
- B. 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.
- C. Via delegation from owners to a governing body, who authorize organizationalcapabilitiesto take actions to create and support the outcomes to consumers.
- D. Via organization-wide gatherings once or twice a year, where owners/stakeholders present the mission, vision and objectives, and take feedback from employees.
正解：C
質問 # 22
Emotional intelligence defines two main competencies: personal and social.
Which two skills belong to the social competence?
- A. Joining social groups and actively communicating with them
- B. Knowing social media and what people or situations can influence us
- C. Social content management and using social techniques
- D. Social awareness and relationship management
正解：D
質問 # 23
An organization decides to use a SaaS solution to control their new Internet of Things (IoT) monitoring devices.
What is most important to consider from a service management point of view?
- A. The guardrails for the services must be respected also for SaaS solutions.
- B. It is an outsourced service, so no specific considerations are required.
- C. IoT services provide better behavior tracking to support real-time marketing.
- D. A key requirement is that IoT devices have unique identifiers and IP addresses.
正解：A
質問 # 24
Technology is changing fast and this provides significant challenges for service management.
What is a generic challenge identified for service management?
- A. More complexity and less visibility
- B. Matching expectations to business relationships
- C. Ensuring cost is matched to budget
- D. Service management approaches support constraints
正解：A
質問 # 25
Digital transformation requires a new approach to service management within organizations.
Where is the ownership of service management principles situated in an organization?
- A. IT owns service management.
- B. Business owns service management.
- C. Service management is owned across the whole organization.
- D. Service management is outsourced to a third-party supplier.
正解：C
質問 # 26
The Define stage of the VeriSM model produces a definition of what good service looks like.
During which process does this activity take place?
- A. Create the service blueprint
- B. Create the solution
- C. Define consumer needs
- D. Gather requirements
正解：D
質問 # 27
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 first?
- A. Management Mesh
- B. Governance
- C. Provide and Respond
- D. Define and Produce
正解：D
質問 # 28
What is the first step in building a customer journey map?
- A. Investigate
- B. Plan
- C. Research
- D. Define
正解：D
質問 # 29
What is a key benefit of cloud?
- A. Reduced operating risks
- B. Increased speed of infrastructure service
- C. Enhanced internal communication
- D. Increased quality of the infrastructure
正解：A
質問 # 30
What is the key activity of a leader's role?
- A. Motivate colleagues
- B. Minimize risk
- C. Focus on results
- D. Set up priorities
正解：A
質問 # 31
What is the first important step in the Kotter's Organizational Change Management (OCM) model?
- A. Build a guiding coalition
- B. Create a sense of urgency
- C. Institute change
- D. Generate short-term wins
正解：B
質問 # 32
What is the name of the professional that should have both breadth and depth of knowledge?
- A. Service management expert
- B. T-shaped professional
- C. A-shaped professional
- D. I-shaped professional
正解：B
質問 # 33
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?
- A. Provide
- B. Define
- C. Respond
- D. Produce
正解：C
質問 # 34
How can organizational culture best be described?
- A. It is a collection of, and interaction between, the values, systems, symbols, assumptions, beliefs and habits of an organization.
- B. It is a reflection of the ethnicity of management and owners within an organization.
- C. It is a culture that is exclusively defined by the leadership of an organization.
- D. It is a collection of common practices based on the backgrounds of all employees within an organization.
正解：A
質問 # 35
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