2014年1月1日星期三

SPSS certification IBMSPSSMPRO exam test software

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Exam Code: IBMSPSSMPRO
Exam Name: SPSS (IBM SPSS Modeler Professional Certification)
One year free update, No help, Full refund!
Total Q&A: 73 Questions and Answers
Last Update: 2014-01-01

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NO.1 The set Random seed option on the sample node is required if you want to draw the same
random sample with the same records more than once.
A. True
B. False
Answer: A

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NO.2 Generally speaking, to modify values in columns of working data file, you would use nodes
from which palette or menu group?
A. Record Ops
B. Field Ops
C. Export
D. Sources
Answer: B

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NO.3 Which nodes are best suited for revealing relationship between categorical (nominal, ordinal)
fields? (Select all that apply)
A. Means node
B. Matrix node
C. Distribution node
D. Table node
Answer: A,C

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NO.4 Which outlier treatment is not available in the Quality tab of the Data Audit output?
A. Coerce
B. Nullify
C. Recode
D. Discard
Answer: C

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NO.5 Which mode is not available In the Auto Numeric node?
A. Chaid
B. Logistic
C. Neural Net
D. Regression
Answer: C

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Exam Code: CCA-470
Exam Name: Cloudera (Cloudera Certified Administrator for Apache Hadoop CDH4 Upgrade Exam (CCAH))
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Total Q&A: 87 Questions and Answers
Last Update: 2014-01-01

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NO.1 What does CDH packaging do on install to facilitate Kerberos security setup?
A. Automatically configure permissions for log files at $MAPPED_LOG_DIR/userlogs
B. Creates and configures you kdc with default cluster values.
C. Creates users for hdfs and mapreduce to facilitate role assignment.
D. Creates a set of pre-configured Kerberos keytab files and their permissions.
E. Creates directories for temp, hdfs, and mapreduce with correct permissions.
Answer: C

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NO.2 How does the NameNode know DataNodes are available on a cluster running MapReduce v1
(MRv1)
A. DataNodes listed in the dfs.hosts file. The NameNode uses as the definitive list of available
DataNodes.
B. DataNodes heartbeat in the master on a regular basis.
C. The NameNode broadcasts a heartbeat on the network on a regular basis, and DataNodes
respond.
D. The NameNode send a broadcast across the network when it first starts, and DataNodes
respond.
Answer: B

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NO.3 Compare the hardware requirements of the NameNode with that of the DataNodes in a
Hadoop
cluster running MapReduce v1 (MRv1):
A. The NameNode requires more memory and requires greater disk capacity than the DataNodes.
B. The NameNode and DataNodes should the same hardware configuration.
C. The NameNode requires more memory and no disk drives.
D. The NameNode requires more memory but less disk capacity.
E. The NameNode requires less memory and less disk capacity than the DataNodes.
Answer: D

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NO.4 A client wants to read a file from HDFS. How does the data get from the DataNodes to the
client?
A. The NameNode reads the blocks from the DataNodes, and caches them. Then, the application
reads the blocks from the NameNode.
B. The application reads the blocks directly from the DataNodes.
C. The blocks are sent to a single DataNode, then the application reads the blocks from that Data
Node.
Answer: B

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NO.5 In HDFS, you view a file with rw-r--r-- set as its permissions. What does this tell you about the
file?
A. The file cannot be deleted by anyone but the owner
B. The file cannot be deleted by anyone
C. The file cannot be run as a MapReduce job
D. The file’s contents can be modified by the owner, but no-one else
E. As a Filesystem in Userspace (FUSE), HDFS files are available to all user’s on a cluster
regardless of their underlying POSIX permissions.
Answer: A

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NO.6 Which two features does Kerberos security add to a Hadoop cluster?
A. Authentication for user access to the cluster against a central server
B. Encryption for data on disk ("at rest")
C. Encryption on all remote procedure calls (RPCs)
D. User authentication on all remote procedure calls (RPcs)
E. Root access to the cluster for users hdfs and mapred but non-root acess clients
Answer: C,D

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10. Which three processes does HDFS High Availability (HA) enable on your cluster?
A. Automatically 'fail over' between NameNodes if one goes down
B. Write data to two clusterssimultaneously
C. Shut one NameNode down for maintenance without halting the cluster
D. Manually 'fail over' between NameNodes
E. Configure unlimited hot standby NameNode.
Answer: A,C,D

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NO.7 The failure of which daemon makes HDFS unavailable on a cluster running MapReduce v1
(MRv1)?
A. Node Manager
B. Application Manager
C. Resource Manager
D. Secondary NameNode
E. NameNode
F. DataNode
Answer: E

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NO.8 Identify the function performed by the Secondary NameNode daemon on a cluster configured
to
run with a single NameNode.
A. In this configuration, the Secondary NameNode performs a checkpoint operation on the files by
the NameNode.
B. In this configuration, the Secondary NameNode is standby NameNode, ready to failover and
provide high availability.
C. In this configuration, the Secondary NameNode performs deal-time backups of the NameNode.
D. In this configuration, the Secondary NameNode servers as alternate data channel for clients to
reach HDFS, should the NameNode become too busy.
Answer: A

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NO.9 You have a cluster running with the FIFO scheduler enabled. You submit a large job A to the
cluster which you expect to run for one hour. Then, you submit job B to the cluster, which you
expect to run a couple of minutes only. Let’s assume both jobs are running at the same priority.
How does the FIFO scheduler execute the jobs? (Choose 3)
A. The order of execution of tasks within a job may vary.
B. When a job is submitted, all tasks belonging to that job are scheduled.
C. Given jobs A and B submitted in that order, all tasks from job A will be scheduled before all
tasks from job B.
D. Since job B needs only a few tasks, if might finish before job A completes.
Answer: A,B,C

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Exam Code: IBQH001
Exam Name: IBQH (International Board for Quality in Healthcare)
One year free update, No help, Full refund!
Total Q&A: 300 Questions and Answers
Last Update: 2014-01-01

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NO.1 To establish effective infection control in a health care facility which of the following is critical?
A. A physician and a nurse with responsibilities for infection control
B. A manual of critical infection control policies and an educational program for staff
C. Senior management commitment
D. All of the above
Answer: D

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NO.2 During the team building phase in paediatric department, which of the following best describes the
actions of the team?
A. The group is uncertain of their duties
B. Members prioritize and perform tasks
C. The team leader usually delegates
D. The team functions run smoothly
Answer: A

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NO.3 Which organization is closest to a functional organization?
A. Strong matrix organization
B. Balanced matrix organization
C. Projectized organization
D. Weak matrix organization
Answer: D

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NO.4 A project is defined as
A. An endeavor, which is planned, executed, and controlled, performed by people, and constrained by
limited resources
B. A process of considerable scope that implements a plan
C. A temporary endeavor undertaken to create a unique product or service
D. An objective based effort of temporary nature
Answer: C

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NO.5 In a debate about the use of clean disposable gloves versus not using any gloves while giving
subcutaneous injections, which of the following can mostly help the infection control physician make a
decision?
A. Risk assessment
B. National guidelines
C. Cost benefit and availability of the gloves in the healthcare facility
D. The decision provided by the infection control committee
Answer: A

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NO.6 Project success depends on a number of interrelated factors including time, cost, and scope control.
The success of any project depends primarily on.?
A. Customer compromise in defining his needs
B. Exceeding customer requirements through gold plating.
C. Customer satisfaction
D. Customer-supplier relationship
Answer: C

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NO.7 Standard precautions are measures of infection control that are used to reduce or eliminate exposure
to infectious agents .They include all of the following except
A. Work practices
B. Engineering controls
C. Personal protective equipment
D. Isolation of patients infected by contagious diseases
Answer: D

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NO.8 All of the following occur during the planning process group except
A. Develop project charter
B. Create WBS
C. Estimate costs
D. Sequence activities
Answer: A

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NO.9 The most important procedure for the prevention of infection from germs and viruses is
A. Wearing gloves
B. Wearing surgical mask
C. Effective hand washing
D. Wearing protective eyewear
Answer: C

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NO.10 Company procedures require the creation of a lessons learned document. Which of the following is the
best use of this document?
A. Planning record for the current project
B. Planning for future projects
C. Informing the team about what the project manager has done
D. Informing the team about the project management plan
Answer: B

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NO.11 Effective communication is needed for
A. getting things done
B. Conferring with others to come to terms with them or to reach an agreement
C. The exchange of information
D. Taking decisions independently
Answer: C

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NO.12 A case of hepatic cirrhosis was admitted to the ER. The patient had an attack of hematemesis few
minutes after admission and a large blood spill covered the floor .The nurse in charge brought the blood
spill kit and removed the blood. All the following are component of the blood spill kit except
A. Diluted chlorine solution
B. Goggle and plastic apron
C. Sterile gloves
D. Absorbent disposable tissue
Answer: C

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NO.13 The Infection control team in a hospital carried out a survey to estimate the incidence of health care
workers colonized by MRSA. During presenting the data in a meeting of the team, what is the most
important information they should look for while analyzing the results of the survey?
A. Gender of the HCW colonized by MRSA
B. The ward where MRSA colonized HCW work
C. Type of patients they serve
D. Site of MRSA colonization (nose, hands or other site)
Answer: B

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NO.14 In the matrix management organization, which of the following is true?
A. The functional manager is responsible for improvement of employees ¯ sk ill s
B. The project manager is responsible for the employees' annual appraisal
C. The employee is responsible for his or her own skills improvement
D. The project manager is responsible for employees' skills improvement
Answer: A

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NO.15 At an infection control meeting, the discussion was focused on the new neurosurgery department
which will be opened soon. Regarding the infection control measures, which must be taken to minimize
the risk of transmission of Creutzfeldt-Jakob Disease (CJD) and other prion diseases which of the
following statements is incorrect?
A. Flash sterilization is not effective in sterilizing equipment contaminated by prions
B. For semi critical items, immersion in 1 N sodium hydroxide for an hour is sufficient
C. Steam sterilization by gravity displacement autoclave 132 ¡ãC for 30 minutes is te preferred method
D. Prevacuum sterilizer at 134¡ãC for 18 minutes is effective
Answer: B

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NO.16 To make a risk assessment of a procedure to choose your personal protective equipment, all of the
following must be kept in consideration except
A. The nature of the procedure
B. The risk of exposure to blood or body fluids
C. The risk of exposure to pathogenic micro-organisms
D. The race of the patient
Answer: D

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NO.17 Your company's largest client has just completed an audit of your quality system. Three major
deficiencies were identified, and you risk losing this client if the problems are not corrected. As quality
manager the best plan of action is
A. Identify and correct the root cause of the deficiencies and implement changes to improve the quality
system
B. Reprimand the employees that caused the deficiencies
C. Wait until another client finds the same deficiencies, and then form a task team to investigate the
problems
D. Promise the client that the problems will be corrected
Answer: C

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NO.18 An infection control team conducted a refreshment training day for surgeons and nurses of the
operating theatre. All of the following were recommended for sound infection control practice in their
everyday practice except
A. Open foot wear must never be worn in the operating room
B. Personnel attending the patient should not leave the theatre until gown, mask, gloves and goggles are
all removed
C. If the gloves are torn, they should be removed immediately and other sterile gloves are worn
D. Double sterile gloves are recommended for all surgeons involved in the surgery
Answer: C

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NO.19 One of the most important duties that the project manager performs is
A. Cost management
B. Integration management
C. Quality management
D. Risk management
Answer: B

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NO.20 Project management processes can be organized into
A. Initiating, planning, executing, controlling, and closing
B. Initiating, planning, contracting, executing, and administration
C. Designing, developing, testing, implementing and controlling
D. Initiating, designing, planning, executing, controlling, and Implementation
Answer: A

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Exam Code: PEGACCA
Exam Name: Pegasystems (PRPC Certified CPM Architect)
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Total Q&A: 50 Questions and Answers
Last Update: 2014-01-01

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NO.1 When designing UI components, which of the following is NOT a best practice? (Choose One)
A. Know the standard screen resolution for end user desktops
B. Place required data entry so that the user can tab to complete them
C. Within process screens, use conditional displays
D. Use bold text and many colors to make important fields stand out
E. Avoid non-standard acronyms and abbreviations in captions
Answer: D

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NO.2 Which one of the following CANNOT be configured using the CPM Configuration Tools Wizard?
(Choose One)
A. Dialog scripts
B. Suggested processes
C. Coaching tips
D. Association of knowledge content to a user screen
Answer: B

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NO.3 The text that displays to the user as the task name within a CPM Interaction Driver category
list is
__________. (Choose One)
A. The HeaderTitle field value that is defined within the service item class
B. The short description of the starting workflow for the service item
C. The short description of the Intent Task rule
D. All of the above
Answer: C

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NO.4 Which one of the following is not a valid result type when using the CPM portal search
function? (Choose One)
A. Knowledge content rules
B. Service item work objects/cases
C. External data sources such as accounts or contacts
D. Workbaskets (work queues)
Answer: D

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NO. 9 True or False, Flow-action-based dialog requires that a dialog rule be referenced from the
assignment and flow action within the workflow diagram.
A. True
B. False
Answer: B

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10. Which of the following is NOT a benefit of suggesting processes to a user during a customer
interaction? (Choose One)
A. Reduced user training time
B. Improved user productivity
C. Improved customer satisfaction
D. None. All of the above are benefits
Answer: D

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NO.5 True or False, To maintain backward compatibility with future CPM releases, you should not
override the workflows, flow actions, or sections used within CPM service items/processes.
A. True
B. False
Answer: B

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NO.6 Which of the following is NOT a best practice in CPM dialog management ________? (Choose
One)
A. Dialog rules should be contained in a separate RuleSet from other configuration such as flows
and flow actions
B. Dialog scripts should contain what to say; not what to do
C. Dialog scripts should include references to customer data
D. CSRs should be encouraged to configure personal dialog scripts
Answer: D

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NO.7 Which of the following steps is necessary in order to configure CPM portal search for an
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A. Enable PRPC work indexing on your system
B. Specify a search retrieval activity on the CPM data source rule
C. Modify the list view rule used for portal search to include your data source
Answer: B

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NO.8 Which of the following would you configure in order to specify the subset of properties that
can be included within dialog scripts. (Choose One)
A. Interaction driver rule
B. Decision table rule within the dialog class
C. Data source rule
D. Map value rule within the dialog class
Answer: C

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NO.1 What is the difference in the effect of calling the invoice capture () method versus the invoice pay ()
method?
A. No difference: pay () will always call capture ().
B. pay () will trigger the payment and capture!) will not.
C. capture () will trigger the payment and pay () will not.
D. The difference is determined by the payment method implementation.
Answer: C

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NO.2 Which one of the following classes must you extend in order to implement a custom indexer?
A. Mage_Eav_Model_Indexer_Abstract
B. Mage_Core_Model_lndexer_Abstract
C. Mage_Index_Model_Entity_Indexer_Abstract
D. Mage_Index_Model_Indexer_Abstract
Answer: D

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NO.3 You are creating a custom CMS module named Achme_Cms. Which one of the following is the correct
XML required to override a controller from the Mage_Cms module in your Achme_Cms module?
A. Option A
B. Option B
C. Option C
D. Option D
Answer: A

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NO.4 You have a product collection and want to add a filter to get all products whose name starts with Test or
whose price is 0.00.
Which of the following statements would add that OR condition?
A. Option A
B. Option B
C. Option C
D. Option D
E. Option E
Answer: A

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NO.5 What class does an adminhtml grid directly extend.?
A. Mage_Adminhtml_Block_Widget
B. Varien_Data_Grid
C. Varien_Data_Widget
D. Mage_Adminhtml_Block_Template
Answer: A

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NO.6 Which three of the following conditions are used to protect an admin route via ACL? (Choose three)
A. You have defined an ACL in your module configuration
B. At least one admin role must have permission for that route
C. You have extended the controller from Mage_Adminhtml_Controller_Action
D. You have defined a method _isAllowed which checks the permission
E. The route name must start with admin
Answer: A,C,D

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NO.7 Which method is called on a shipping carrier model to fetch a list of all available shipping methods,
along with the rates associated with them, for a quote address?
A. collectShippingRates()
B. getAllowedMethodsO
C. getShippingRates ()
D. getAvailableRates()
E. collectRates()
Answer: E

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NO.8 Which table is used for calculating a new increment ID for an order?
A. sales_flat_order_increment
B. eav_entity_store
C. core_increment
D. core_config_data
Answer: B

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NO.9 For an attribute to be loaded on a catalog/product object, which two of the following conditions must be
satisfied? (Choose two)
A. The eav_attribute table must contain a row defining the attribute's properties and its entity type.
B. The attribute must have a backend model configured in the XML config.
C. The attribute must be part of the attribute set pertaining to the object being loaded.
D. There must be a record of the attribute on the catalog_product_super_atti:ibute table.
E. There must be a column added to the catalog_product_entity table.
Answer: A,C

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NO.10 Which of the following options would cause a poll/poll collection to load all entities that have been
posted during April, 2011?
A. $collection->addAttributeToFilter(*date_posted', array('from' => '2011-04-01', 'to' => 2011-04-30') );
B. $collection->addFieldToFilter('date_posted', array('from' => '2011-04-01', 'to' => '2011-04-30') );
C. $collection->addPostDateFilter('2011-04-01', '2011-04-30');
D. $collection->addFieldToSelect(('date_posted', Array('from' => '2011-04-01', 'to' => '2011-04-30') );
Answer: B

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NO.11 Which one of the following EAV attribute types may be used for layered navigation in native Magento?
A. varchar
B. enum
C. option
D. union
Answer: C

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NO.12 Which one of the following API methods exists in Magento?
A. catalog_category.save
B. catalog_product, items
C. catalog_product_attribute_set.update
D. catalog_product.info
Answer: D

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NO.13 Which two EAV attribute frontend_input types make use of source models? (Choose two)
A. text
B. textarea
C. select
D. multiselect
E. date
F. gallery
Answer: C,D

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NO.14 The final price for the product on the product view page is__________.
A. taken from the catalog_product_index_price table
B. taken from the catalog_product_index_price_idx table
C. taken from the catalog_product_index_price_f inal_idx table
D. calculated on-the-fly on php-level
E. pre-calculated in the products price attribute
Answer: D

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NO.15 How is the sort order in which total models collect their values specified?
A. The sort order is specified in the admin configuration under Sales > "Checkout Totals Sort Order".
B. The sort order is specified in the system configuration under global/sales/quote/totals/ [total_code] with
<before> and <after> nodes.
C. The sort order is defined by the module loading order as specified by the children of the modules/
[module_name]/depends configuration node.
D. The sort order is specified by the collect method in each total model.
Answer: A

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NO.1 Consider the typical objectives of testing. Which of the following metrics can be used to
measure the effectiveness of the testing process in achieving one of those objectives? 1 credit
A. Average number of days between defect discovery and resolution
B. Percentage of requirements covered
C. Lines of code written per developer per day
D. Percentage of test effort spent on regression testing
Answer: B

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NO.2 Since the system is in the medical domain and therefore in the safety critical area, testing
needs to be rigorous and evidence is required that the system has been adequately tested. Identify
THREE measures that would typically be part of the test approach in this domain and which are not
always applicable in other domains! 1 credit
A. High level of documentation
B. Failure Mode and Effect Analysis (FMEA) sessions
C. Traceability to requirements
D. Non-functional testing
E. Master test planning
F. Test design techniques
G. Reviews
Answer: A,B,C

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NO.3 Explain how the above mentioned report may differ from a report that you produce for the
project manager, who is a test specialist Select TWO items from the following options that can be
used to report to the project manager and would not be included in a report to senior management.
1 credit
A. Show details on effort spent
B. List of all outstanding defects with their priority and severity
C. Give product risk status
D. Show trend analysis
E. State recommendations for release
Answer: A,B

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NO.4 You are about to release a test progress report to a senior manager, who is not a test specialist.
Which of the following topics should NOT be included in the test progress report? 1 credit
A. Product risks which have been mitigated and those which are outstanding.
B. Recommendations for taking controlling actions
C. Status compared against the started exit criteria
D. Detailed overview of the risk-based test approach being used to ensure the exit criteria to be
achieved
Answer: D

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NO.5 You have been given responsibility for the non-functional testing of a safety-critical monitoring
& diagnostics package in the medical area. Which of the following would you least expect to see
addressed in the test plan? 1 credit
A. Availability
B. Safety
C. Portability
D. Reliability
Answer: C

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NO.6 Identify the THREE types of formal peer reviews that can be recognized. 1 credit
A. Inspection
B. Management review
C. Walkthrough
D. Audit
E. Technical review
F. Informal review
G. Assessment
Answer: A,C,E

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NO.7 A test log is one of the documents that need to be produced in this domain in order to provide
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an influencing factor for the level of detail of the test logs being produced? 1 credit
A. Level of test execution automation
B. Test level
C. Regulatory requirements
D. Experience level of testers
Answer: D

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NO.8 Considerable attention will be given in this project to defining exit criteria and on reporting
back on their status. Which combination of TWO exit criteria from the list would be best to use? 1
credit
I. Total number of defects found
II. Percentage of test cases executed
III. Total test effort planned versus total actual test effort spent
IV. Defect trend (number of defects found per test run over time
A.(i) and (ii)
B.(i) and (iv)
C.(ii) and (iii)
D.(ii) and (iv)
Answer: D

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NO.1 Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. Service Catalogue Manager
B. IT Designer/Architect
C. Process Manager
D. Supplier Manager
Answer: D

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NO.2 In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B

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NO.3 Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C

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NO.4 Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A

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NO.5 Effective release and deployment management enables the service provider to add value to the
business by?
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database
Answer: C

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NO.6 What is a RACI model used for?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
Answer: A

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NO.7 Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize
the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low
and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to
keep them in the role where they have been trained
Answer: B

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NO.8 Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
D. Ensuring that information within the Service Pipeline is accurate
Answer: D

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NO.9 Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C

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NO.10 A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
Answer: A

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NO.11 Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
Answer: B

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NO.12 The group that authorizes changes that must be installed faster than the normal process is called the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)
Answer: A

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NO.13 Which of the following module would be MOST useful in helping to define an organizational structure?
A. RACI model
B. Service Model
C. Continual Service improvement (CSI) model.
D. The Deming Cycle
Answer: A

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NO.14 Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B

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NO.15 Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
D. The SKMS can include user skill levels
Answer: A

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NO.16 Which of the following questions does Service Strategy help answer with its guidance?
How do we prioritize investments across a portfolio?
What services to offer and to whom?
What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. All of the above
Answer: D

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NO.17 The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C

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NO.18 Which of these statements about Service Desk staff is CORRECT?.
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize
the cost of training them
B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to
keep them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
D. The Service Desk should try to have a high level of staff turnover as the training requirements are low
and this helps to minimize salaries
Answer: C

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NO.19 How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to
implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D

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NO.20 Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Answer: B

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