2013年7月31日星期三

IASSC ICYB ICGB ICBB examen pratique questions et réponses

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Code d'Examen: ICYB

Nom d'Examen: IASSC (IASSC Certified Lean Six Sigma Yellow Belt)

Questions et réponses: 120 Q&As

Code d'Examen: ICGB

Nom d'Examen: IASSC (IASSC Certified Lean Six Sigma Green Belt)

Questions et réponses: 200 Q&As

Code d'Examen: ICBB

Nom d'Examen: IASSC (IASSC Certified Lean Six Sigma Black Belt)

Questions et réponses: 300 Q&As

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NO.1 The DMAIC approach to problem solving stands for Define, __________, Analyze, Improve and
Control.
A. Manage
B. Measure
C. Memorize
D. Manipulate
Answer: B

certification IASSC   ICYB   ICYB   certification ICYB

NO.2 When we assess the Voice of the Customer we are attempting to determine the gaps in our
processes between “what is” and __________________.
A. “What isn’t”
B. “What will make money”
C. “What will cost less”
D. “What should be”
Answer: D

IASSC examen   ICYB   ICYB examen   ICYB

NO.3 Voice of the Customer is a Lean Six Sigma technique to determine the ___________ attributes
of
a product or service.
A. Desirable
B. Beneficial
C. Critical-to-Quality
D. Preferred
Answer: C

IASSC   ICYB   ICYB   ICYB examen

NO.4 In the expression Y = f(Xn) Y , the output, is the ___________ variable and Xn, the inputs, are
the
__________ variables.
A. Independent, dependent
B. Individual, multiple
C. Sole, multiple
D. Dependent, independent
Answer: D

IASSC examen   ICYB examen   ICYB   certification ICYB   ICYB examen

NO.5 Training cost is $3,000 and a project required an initial investment of $12,000. If the project
yields
monthly savings of $1,800 beginning after 3 months, what is the payback period in months (before
money costs and taxes)?
A. 4.17
B. 8.33
C. 11.33
D. 28.28
Answer: C

IASSC   ICYB examen   ICYB

NO.6 Which of the following would likely not be a CTQ (Critical-to-Quality) for the purchase of a
product?
A. Functionality
B. Durability
C. Dependability
D. None
Answer: D

certification IASSC   ICYB   ICYB   ICYB

NO.7 Six Sigma refers to a process whose output has at least 95% of its data points within 6
Standard
Deviations from the Mean.
A. True
B. False
Answer: B

IASSC examen   ICYB   certification ICYB

NO.8 Benefits and working conditions would be primarily the concern of which of the following?
A. Voice of the Customer
B. Voice of the Employee
C. Voice of the Business
D. Voice of the Process
Answer: B

certification IASSC   certification ICYB   certification ICYB   ICYB examen   ICYB   certification ICYB

NO.9 The ROI for a project is a measurement metric that stands for Return on Investment and is one
of
the methods used to measure the success of a Lean Six Sigma project.
A. True
B. False
Answer: A

certification IASSC   ICYB   certification ICYB   ICYB   certification ICYB

NO.10 When a process has proven itself to function at a Six Sigma level this means there are less than
________ defects per million opportunities.
A. 1.7
B. 2.6
C. 3.4
D. 10
Answer: C

IASSC   ICYB examen   ICYB examen   ICYB examen   certification ICYB

Le meilleur matériel de formation examen AFP CTP

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Code d'Examen: CTP

Nom d'Examen: AFP (Certified Treasury Professional )

Questions et réponses: 612 Q&As

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NO.1 Account analysis statements should be examined for which of the following reasons?
I. To verify volumes processed
II. To determine daily cash shortages
III. To verify the accuracy of bank service charges
IV. To ensure that company-initiated transactions have occurred
A. I and IV only
B. I and III only
C. II and III only
D. II and IV only
Answer: B

AFP examen   certification CTP   CTP

NO.2 The KEY decision in using CCD+ and CTX formats for B2B payments is:
A. whether to keep the payment and remittance information together or separate.
B. whether to use the Internet or an EDI spoke to transmit electronic payments.
C. whether to use an EDI or a UN/EDIFACT protocol to transfer the value electronically.
D. whether an evaluated receipts or paid-on-production technique is being used for the transfer.
Answer: A

certification AFP   CTP   certification CTP   CTP   certification CTP

NO.3 A call option for a company has an exercise price of $50. The stock is currently trading at $60. At
maturity, what should an investor who paid $3 for the option do?
A. Exercise the option and gain $7.
B. Exercise the option and gain $10.
C. Not exercise the option and lose $3.
D. Not exercise the option and lose $13.
Answer: A

AFP examen   certification CTP   CTP

NO.4 A Chicago meat processor is concerned about the volatility of pork belly prices. Which of the following
derivative products would be used to fix these prices within a given range?
A. Collar
B. Swap
C. Cap
D. Spot purchase
Answer: A

AFP examen   CTP   CTP examen   CTP

NO.5 A company plans to issue additional equity within the next 12 months but needs to issue debt at a low
interest rate now. Which of the following instruments would BEST meet this objective?
A. Convertible bonds
B. Private placement issue
C. Preferred stock
D. Subordinated debentures
Answer: A

AFP examen   CTP examen   CTP   CTP examen   certification CTP

NO.6 An instrument that gives the right to buy a stated number of shares of common stock at a specified price
is known as:
A. an equity warrant
B. a put option
C. a zero coupon bond
D. a subordinated debenture
Answer: A

certification AFP   CTP examen   certification CTP   CTP   certification CTP

NO.7 A put option on a company's stock has an exercise price of $20. On the delivery date, the stock is
trading at $24 per share. What should the investor who has paid $2 for the option do?
A. Not exercise the option and lose $2.
B. Not exercise the option and lose $6.
C. Exercise the option and gain $2.
D. Exercise the option and gain $4.
Answer: A

AFP examen   certification CTP   CTP   CTP

NO.8 In which of the following international cash management methods is title for goods transferred for
intercompany sales?
A. Pooling
B. Internal factoring
C. Multilateral netting
D. Re-invoicing
Answer: D

certification AFP   certification CTP   CTP examen   CTP

NO.9 On the basis of the following exchange rates,
which of the following currency amounts has the greatest value in U.S. dollars?
A. C$750,000
B. ¡ê850,00
C. 900,000
D. £¤5,000,000
Answer: B

AFP   CTP examen   certification CTP   CTP   certification CTP

NO.10 Netting is used by which of the following as a cross-border payment technique?
A. European giro providers
B. Foreign subsidiaries of a company
C. Counterparties in a letter of credit transaction
D. TARGET participants
Answer: B

AFP   certification CTP   CTP   CTP

NO.11 A company is based in the United States and has an operating subsidiary in Germany. With a stable
U.S. dollar and a depreciating euro, the company's cash manager may elect to:
A. pool excess funds in the United States to offset German deficits.
B. implement a dollar-based multilateral netting system.
C. start leading receivables from the German subsidiary.
D. establish a multicurrency account in the United States.
Answer: C

AFP   CTP examen   CTP

NO.12 Which of the following instruments simplifies the paperwork connected with loans that have multiple
advance features?
A. Master note
B. Banker's acceptance
C. Indenture agreement
D. Note purchase agreement
Answer: A

certification AFP   CTP   certification CTP

NO.13 Which of the following is a characteristic of giro systems used in countries in Europe?
A. They operate through their postal systems.
B. They are primarily used for company-to-company payments.
C. They do not replace checks for the payment of bills.
D. They do not allow the use of direct debits and credits.
Answer: A

AFP examen   CTP   CTP   certification CTP

NO.14 A French company conducts business strictly within the euro zone (the EMU). Which type of risk is of
LEAST concern?
A. Terrorist
B. Regulatory
C. Payment
D. Currency
Answer: D

AFP   certification CTP   CTP examen

NO.15 An optimal concentration system minimizes all of the following EXCEPT:
A. administrative costs.
B. disbursement float.
C. excess balances.
D. transfer costs.
Answer: B

AFP   CTP   certification CTP   CTP examen   CTP

NO.16 An arrangement in which a borrower makes periodic payments to a separate custodial account that is
used to repay debt is known as a:
A. sinking fund
B. balloon payment
C. mortgage
D. zero-coupon bond
Answer: A

AFP   certification CTP   certification CTP

NO.17 Which one of the following ties a user ¯ s p ri va t e key t o a use¡ ¯s pu b l ic key
A. A digital signature
B. A digital certificate
C. A digitized signature
D. A digital token
Answer: B

AFP   CTP   CTP examen   CTP

NO.18 In a typical swap transaction, two parties agree to exchange:
A. notional principal amounts.
B. amortization schedules.
C. maturity dates of obligations.
D. cash flows at future points in time.
Answer: D

AFP examen   CTP   CTP

NO.19 Which of the following are important uses of variance analysis in comparing actual cash flows with
projected cash flows?
I. Identifying unanticipated changes in inventory
II. Enhancing short-term investment income
III. Validating a capital budget
IV. Identifying delays in accounts receivable collections
A. I and II only
B. I and IV only
C. II and IV only
D. I, II, III, and IV
Answer: B

AFP examen   CTP   CTP   CTP

NO.20 A bank issues a letter of credit (L/C) and receives a request for payment under the L/C. The buyer
notifies the issuing bank not to make payment because there is a dispute over the quality of the
merchandise. However, the documents received fully comply with the terms of the L/C. Which of the
following statements is true?
A. The buyer may immediately return the merchandise and cancel the L/C.
B. The bank may delay payment until reimbursed by the buyer.
C. The bank may delay payment, provided the seller is notified of the dispute within three business days.
D. The bank must make payment and is entitled to immediate reimbursement from the buyer.
Answer: D

AFP   certification CTP   CTP   CTP examen

Pass4Test offre de Magento M70-201 M70-101 matériaux d'essai

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Code d'Examen: M70-201

Nom d'Examen: Magento (Magento Certified Developer Plus Exam )

Questions et réponses: 131 Q&As

Code d'Examen: M70-101

Nom d'Examen: Magento (Magento Certified Developer Exam)

Questions et réponses: 102 Q&As

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NO.1 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

certification Magento   certification M70-101   M70-101 examen

NO.2 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

certification Magento   M70-101   certification M70-101   M70-101 examen   M70-101

NO.3 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

certification Magento   certification M70-101   certification M70-101   M70-101 examen   certification M70-101

NO.4 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

Magento examen   M70-101   M70-101   M70-101

NO.5 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

Magento examen   M70-101   M70-101 examen   M70-101   M70-101 examen

NO.6 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

Magento   M70-101   M70-101   M70-101   certification M70-101

NO.7 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

Magento examen   certification M70-101   certification M70-101   certification M70-101

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

Magento   M70-101 examen   M70-101

NO.9 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

Magento   M70-101   M70-101

NO.10 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

Magento examen   M70-101   M70-101   M70-101 examen

NO.11 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

certification Magento   M70-101   M70-101 examen   M70-101

NO.12 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

certification Magento   certification M70-101   certification M70-101   M70-101   certification M70-101

NO.13 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

Magento   M70-101   certification M70-101   certification M70-101

NO.14 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

Magento   M70-101 examen   certification M70-101

NO.15 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

Magento   M70-101   M70-101   certification M70-101

Certification Motorola Solutions de téléchargement gratuit pratique d'examen MSC-431 MSC-235 MSC-241 MSC-131, questions et réponses

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Code d'Examen: MSC-431

Nom d'Examen: Motorola Solutions (Lean Six Sigma Black Belt)

Questions et réponses: 100 Q&As

Code d'Examen: MSC-235

Nom d'Examen: Motorola Solutions (Design and Deploy for MOTOTRBO Connect Plus Solutions BETA)

Questions et réponses: 130 Q&As

Code d'Examen: MSC-241

Nom d'Examen: Motorola Solutions (Design and Deploy for MOTOTRBO Solutions EMEA)

Questions et réponses: 108 Q&As

Code d'Examen: MSC-131

Nom d'Examen: Motorola Solutions (Design and Deploy AirDefense Solutions)

Questions et réponses: 103 Q&As

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NO.1 What changes are required to the Master Repeater in an IP Site Connect system when a new
peer
is added to the system?
A. Both the IP address and port number of the new repeater must be configured into the Master
Repeater.
B. The address of the new peer must be configured into the Master Repeater.
C. The port of the new peer must be configured into the Master Repeater.
D. No changes are required to the Master Repeater.
Answer: D

certification Motorola Solutions   MSC-241   certification MSC-241

NO.2 You are looking to optimize battery life of radios that are close to the base station. Which is
the
most likely parameter for optimizing the battery life of a radio for a Capacity Plus system?
A. Beacon interval
B. Beacon duration
C. High power mode in Radio
D. Low power mode in Radio
Answer: D

Motorola Solutions examen   MSC-241   MSC-241

NO.3 A Capacity Plus system consists of three (3) repeaters with repeater one (1) the master and
repeaters two (2) and three (3) as peers. On the 24th of May, there is a lighting strike at the site
and the building lost power, causing the three repeaters to revert to DC power. The design of the
site called for just the repeaters to be battery backed. However the next morning the customer
calls and reports that a number of talkgroups are getting busy tones (engaged), yet other groups
are seeing no busy tones (engaged) on the system. Which of the following statements BEST
describe the issue?
A. The master has gone down and taken the rest of the Capacity Plus network with it.
B. The peers use DHCP and were not able to connect to the master and refresh their peer list and
went off the Capacity Plus network as their leases expired.
C. The switch was not on battery backup and there are no LAN connections on the Capacity Plus
system, each of the repeaters are now operating as three (3) independent Capacity Plus systems.
D. The peers use DHCP and were not able to connect to the master and refresh their peer list.
The dealer should have used static IP addresses throughout.
Answer: C

Motorola Solutions examen   MSC-241 examen   certification MSC-241   MSC-241 examen

NO.4 A MOTOTRBO repeater is connected to a Zetron Model 35 Telephone Interconnect. If a
telephone
user dials the Telephone Interconnect number, they get a busy signal (engaged tone). If a radio
user dials any telephone number, they don’t hear the ringing tone, only silence. Upon visiting the
site, you find that when a radio user dials, the relay click can be heard from the Zetron Model 35.
Unplugging the RJ11 and dialing the Telephone Interconnect, still results in a busy signal
(engaged tone). With this information, what do you think could be wrong?
A. The Zetron Model 35 may be faulty.
B. The Zetron Model 35 has probably not been configured for the phone line Ringer Equivalence
Number (REN).
C. The RJ11 cable may have a short circuit or there is a short circuit somewhere between the site
and the exchange.
D. The repeater interface cable to the Zetron Model 35 is faulty.
Answer: C

Motorola Solutions   certification MSC-241   certification MSC-241   certification MSC-241

NO.5 Which of the following antennas is BEST suited for providing coverage inside a tall building?
A. 4 element Yagi
B. Radiating coaxial cable
C. End-fed half-wave antenna
D. High gain collinear antenna
Answer: B

Motorola Solutions   certification MSC-241   MSC-241

NO.6 On which type of channel in an IP Site Connect system are Transmit Interrupt features
supported
in repeater firmware releases R01.08.00 and higher?
A. Wide Area Slots only
B. Local Area Slots only
C. Both Wide and Local Area slots
D. Noneoftheabove
Answer: D

Motorola Solutions   certification MSC-241   MSC-241 examen

NO.7 Which of the following are TRUE statements about operating a MOTOTRBO repeater in an IP
Site
Connect configuration?
A. One of its logical channels can work in IP Site Connect mode (over wide area) and the other
logical channel can work in digital repeater mode (single site over local area).
B. Both logical channels can work in digital repeater mode (single site over local area).
C. Both logical channels can work in IP Site Connect mode (over wide area).
D. Only A and B are true (C is false).
E. Only A and C are true (B is false).
F. A, B, and C are true.
Answer: F

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NO.8 Which of the following are TRUE statements about operating a MOTOTRBO repeater in a
Capacity Plus configuration?
A. One of its logical channels can work in trunked mode and the other logical channel can work in
data revert mode.
B. Both logical channels can work in trunked mode.
C. Both logical channels can work in data revert mode.
D. Only A & B are true (C is false)
E. Only B & C are true (A is false)
F. A, B, & C are true
Answer: F

certification Motorola Solutions   MSC-241 examen   certification MSC-241   MSC-241 examen   MSC-241

NO.9 A Capacity Plus system consists of three (3) repeaters with repeater one (1) the master and
repeaters two (2) and three (3) as peers. The dealer needs to make a simple change in repeater
two (2) and utilize IP repeater programming (IRP) to access the repeater remotely. A couple of
days later the customer calls and complains about users getting system busy tones (engaged
tones).
The dealer attempts to connect an RDAC remotely to the system with no success. He has verified
he can communicate to the router at the site.
Which of the following statements BEST describes the issue?
A. The master has gone down and taken the rest of the Capacity Plus network with it.
B. The master has gone down and the system is operating on just two (2) repeaters.
C. There is RF interference on the channel and the master repeater is unable to communicate to
the peers.
D. The peers are using DHCP and are not able to connect to the master and refresh their peer list.
The system is operating on just the master.
Answer: B

Motorola Solutions examen   MSC-241   MSC-241

NO.10 What will Enhanced Channel Access improve?
A. The amount of GPS updates that can be sent on a data revert channel
B. The amount of time from when PTT is pressed until voice is sent
C. Call success rate
D. Call setup time
Answer: C

Motorola Solutions   MSC-241   MSC-241

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NO.1 Which product is required to enable users to play Flash video on a Web page without progressive
downloading?
A. Flash Media Encoding Server
B. Flash Media Interactive Server
C. Flash Media Streaming Server
D. Flash Media Rights Management Server
Answer: C

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NO.2 Which is required when hosting a Web site on a publicly addressable production server?
A. FTP server
B. SSL certificate
C. Web server
D. Application server
Answer: C

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NO.3 In which color will the text Formatting with CSS be displayed in the browser?
A. red
B. blue
C. black
D. green
Answer: D

Adobe   9A0-090   9A0-090

NO.4 Which reports are available within Dreamweaver HTML reports to assist you in Web site maintenance?
A. Accessibility, Untitled Documents, and Missing Alt Text
B. Broken Links, Missing Alt Text, and Untitled Documents
C. Missing Alt Text, Untitled Documents, and Orphaned Files
D. XHTML Validation, Browser Compatibility Check, and External Links
Answer: A

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NO.5 Which are the three categories of files displayed by the Dreamweaver Link Checker?
A. Broken Links, External Links, and Invalid Links
B. Broken Links, External Links, and Missing Files
C. Broken Links, External Links, and Orphaned Files
D. Broken Links, External Links, and Unreachable Files
Answer: C

Adobe examen   9A0-090   9A0-090   9A0-090 examen

NO.6 Which tool is required to create and deploy a Web site?
A. Web browser
B. Dreamweaver
C. production server
D. application server
Answer: D

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NO.7 You want to to create a report on whether a page complies with Section 508 standards?
A. select File > Validate > Markup
B. select File > Check Page > Browser Compatibility
C. select Site > Reports, choose Accessibility and click Run
D. select View > Code View Options > Syntax Error Alerts in Info Bar
Answer: C

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NO.8 Which would NOT be a potential problem level that is detected by the Browser Compatibility Check in
Dreamweaver?
A. errors
B. warnings
C. design issues
D. informational messages
Answer: C

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NO.9 You have just become the Webmaster for a Web site you did NOT create. You want to locate and
correct broken links within this website.
Where can you go within Dreamweaver to locate broken links and open each page so you can correct
these issues?
A. use HTML Reports in the Site Reports tab of the Results panel
B. use Validation in the Results panel and choose Validate Entire Current Local Site
C. use Browser Compatibility in the Results panel and click Settings in the pop-up menu
D. use Link Checker in the Results panel and select Broken Links in the Show pop-up menu
Answer: D

Adobe   9A0-090   9A0-090

NO.10 Which two categories of reporting are available in the Dreamweaver Site Reports interface? (Choose
two.)
A. HTML Reports
B. Workflow Reports
C. Information Reports
D. Accessibility Reports
E. Browser Compatibility Reports
Answer: AB

Adobe   9A0-090   9A0-090   9A0-090 examen

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Code d'Examen: CBAP

Nom d'Examen: IIBA (Cetified business analysis professional (CBAP) appliaction)

Questions et réponses: 305 Q&As

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NO.1 Paul is the business analyst for his organization. He is examining a single solution to determine if the
solution he and his team have identified carries enough business value to justify its implementation. What
business analysis process is Paul performing in this scenario?
A. Define transition requirements
B. Assess proposed solution
C. Assess organizational readiness
D. Allocate requirements
Answer: B

IIBA examen   CBAP   CBAP examen

NO.2 You have identified a task in your task list that cannot be completed until the inspector for the project
signs off on the initial deliverables. The inspector's signoff on the initial deliverables is called what?
A. Assumption
B. Dependency
C. Milestone
D. Constraint
Answer: B

IIBA   CBAP   certification CBAP   CBAP

NO.3 You are the business analyst for your organization and have many solutions available to an identified
problem. You would like a way to quickly and fairly determine which solution is the best choice for your
organization. Which of the following approaches would allow you to determine the top-rated solutions for
your organization?
A. Scoring system
B. Acceptance and evaluation criteria
C. Vendor assessment
D. Voting system
Answer: A

IIBA examen   CBAP   CBAP   certification CBAP

NO.4 You are the business analyst for your organization. Management has asked that you create a method to
store the project requirements including those under development, under review, and the requirements
which have been approved. What is management asking you to create?
A. A change management system
B. A repository
C. A project scope statement
D. A requirements register
Answer: B

IIBA examen   CBAP examen   CBAP   CBAP examen

NO.5 You are the business analyst for your organization. Management has asked that you create a model of
the requirements so the stakeholders can better understand the requirements and the project as a whole.
Which of the following statements best describes a model?
A. Models are slices of the project solution.
B. Models simplify the requirements for common stakeholders.
C. Models are statistics for the return on investment, time saved, and other mathematics.
D. Models abstract and simplify reality.
Answer: D

certification IIBA   CBAP examen   certification CBAP

NO.6 One of the processes within requirements analysis is to prioritize requirements. As a business analyst
why would you ever want to prioritize requirements?
A. You may need to determine the cost of each requirement.
B. You may need to determine the schedule for each requirement.
C. You may need to determine which requirements are most critical so the analysis and
implementation efforts focus on the most critical requirements.
D. You may need to determine which requirements are most critical so additional risk analysis can be
completed on those requirements.
Answer: C

IIBA   CBAP   certification CBAP

NO.7 You are the business analyst for your organization and are working with Jennifer to conduct
stakeholder analysis. You would like to create a RACI chart to help with the roles of the people involved in
the stakeholder analysis process. Jennifer is not familiar with this chart and asks what does RACI mean.
Which one of the following best describes the RACI chart in the conduct stakeholder analysis process?
A. It's a matrix that uses the Responsible, Accountable, Consult, and Inform tasks as part of the
stakeholder analysis process.
B. It's a role and responsibility chart that identifies when stakeholders are needed in the business analyst
duties.
C. It's a matrix that uses Role, Action, Consult, and Inform as part of the conduct stakeholder analysis
process.
D. It's a rule that the business analyst can use to identify all of the needed stakeholders: roles, actions,
communications, and interest.
Answer: A

IIBA   CBAP   certification CBAP   certification CBAP

NO.8 What is the term used to describe the cost of the solution after the solution has been implemented in
production by a vendor?
A. Total ownership costing
B. Lifecycle maintenance fees
C. Sustainability fees
D. Total cost of ownership
Answer: D

certification IIBA   certification CBAP   CBAP   CBAP examen   CBAP examen

NO.9 Sally is the business analyst for her organization. Sally and her business analysis team is currently
using a business analysis approach to determine what the competition of her organization is offering
prospective clients. She is trying to identify solutions to increase revenue by remaining competitive with
the competition. What business analysis approach is Sally and her business analysis team using?
A. Business rules analysis
B. Functional decomposition
C. Focus groups
D. Benchmarking
Answer: D

certification IIBA   CBAP examen   CBAP   certification CBAP

NO.10 You are the business analyst for your organization and working with Tim to identify the
assumptions within the business solution. Which one of the following is an assumption?
A. The vendor believes the hardware should arrive by December 1
B. The software must be compatible with Windows Vista
C. The software must cost less than $99 per license
D. The hardware must costs less than $450 per unit.
Answer: A

IIBA   CBAP   CBAP   CBAP examen

NO.11 Fred's organization is using a plan-driven approach for the business analysis deliverables. In this
approach how will the requirements be captured?
A. Fred will use the appropriate documentation at the discretion of the business analysis team .
B. Fred will use the project management information system.
C. Fred will use whatever business analysis forms are most appropriate.
D. Fred will use standardized templates.
Answer: D

IIBA   CBAP examen   CBAP   CBAP examen   CBAP examen

NO.12 You are creating the solution scope for an identified problem in your organization. You are working with
several stakeholders during this process including the domain subject matter expert, the implementation
subject matter expert, the project manager, and the sponsor. Which of these stakeholders will be
responsible for writing the project scope?
A. Domain subject matter expert
B. Business analyst
C. Project manager
D. Sponsor
Answer: C

IIBA examen   certification CBAP   CBAP   CBAP examen

NO.13 Gary is the business analyst for his organization and he is preparing a presentation about the
requirements for a large software development project. Before Gary makes the presentation what should
he do as part of his preparation for the presentation?
A. Determine an appropriate format for the presentation.
B. Confirm that he has the authority to host the presentation.
C. Confirm that the stakeholders have signed off on the requirements.
D. Hire a scribe to keep the minutes of the meeting.
Answer: A

IIBA   CBAP   certification CBAP

NO.14 Enterprise analysis creates just five outputs. Which one of the following is an output of the enterprise
analysis tasks.?
A. Assumptions and constraints
B. Stakeholder concerns
C. Solution performance assessment
D. Solution approach
Answer: D

certification IIBA   CBAP examen   CBAP examen   CBAP   certification CBAP

NO.15 You are the business analyst for a smaller project where there are few requirements. Management
would still like you to create a method to trace the few requirements for this project. What type of matrix
would be best in this instance?
A. Roles and responsibility matrix
B. RACI matrix
C. Coverage matrix
D. Requirements trace matrix
Answer: C

certification IIBA   CBAP   certification CBAP

NO.16 What type of a business analysis approach focuses on the rapid delivery of business value in short
iterations?
A. Risk-driven
B. Change-driven
C. Risk-laden
D. Profit-driven
Answer: B

IIBA   CBAP   CBAP   CBAP   CBAP examen

NO.17 What plan will describe the stakeholder groups, communication needs, and the level of formality that is
appropriate for the requirements?
A. Requirements management plan
B. Project management plan
C. Scope management plan
D. Business analysis communication plan
Answer: D

certification IIBA   CBAP   CBAP   CBAP   CBAP   CBAP

NO.18 What business analysis element tries to identify as many potential options as possible to meet the
business objectives and fill identified gaps in capabilities?
A. Ranking of approaches
B. Decision analysis
C. Documentation of assumptions and constraints
D. Alternative generation
Answer: D

IIBA examen   CBAP   certification CBAP   CBAP examen

NO.19 You are the business analyst for your organization and are creating the solution scope definition.
Which of the following should be included in the solution scope definition?
A. Business case
B. Technical dependencies
C. Elicitation techniques
D. Organization readiness assessment
Answer: B

IIBA examen   certification CBAP   CBAP examen   CBAP examen

NO.20 The business analysis approach generally defines all of the following attributes except for which one?
A. Requirements for solutions acceptance
B. Deliverables
C. Team roles
D. Analysis technique
Answer: A

IIBA   certification CBAP   CBAP   certification CBAP

NO.21 What part of defining the business needs process will evaluate the ends that the organization is
seeking to achieve?
A. Business goals and objectives
B. Alternative identification
C. Solution assessment
D. Requirements
Answer: A

IIBA examen   CBAP   CBAP   certification CBAP

NO.22 When do change requests generally increase in a project?
A. During the project's launch.
B. Towards the beginning of the project.
C. During the project scope management processes.
D. Towards the end of the project.
Answer: D

IIBA   CBAP examen   certification CBAP   CBAP   CBAP examen   CBAP

NO.23 Ben is the business analyst for his organization. Ben is currently working on a solution to improve a
laser printer. He has taken the laser printer apart, identified each component, and documented each
component's purpose. What type of requirements organization is Ben doing in this scenario?
A. Process modeling
B. Data modeling
C. Functional decomposition
D. Scope modeling
Answer: C

IIBA   CBAP   certification CBAP   CBAP examen

NO.24 When an organization is using a change-driven approach to business analysis, how are
communications managed?
A. Communications in a change-driven approach to business analysis focus more on the
frequency of communication.
B. Communications in a change-driven approach typically use face-to-face channels.
C. Communications in a change-driven approach focus more on formal communications.
D. Communications in a change-driven approach are all ad hoc.
Answer: A

IIBA   CBAP   CBAP examen   CBAP examen

NO.25 You are working with Terry on the conduct stakeholder analysis task as part of the business analysis
duties in your company. Terry wants to know why it's so important to identify stakeholders so early in the
business analysis duties. Which one of the following statements best addresses the need to identify the
stakeholders early on in the business analysis duties?
A. It's important to identify the stakeholders so the business analyst knows who to report to.
B. It's important to identify the stakeholders so the business analyst knows who to bill for the project.
C. It's important to identify the stakeholder so the business analyst can help ensure the timely delivery of
the requirements deliverables.
D. It's important to identify the stakeholders so the stakeholders know who the business analyst is.
Answer: C

certification IIBA   certification CBAP   certification CBAP   CBAP   certification CBAP

NO.26 Nancy has asked you to trace a particular requirement for her. What does 'to trace a requirement'
mean?
A. Tracing a requirement means to look at a requirement and the others to which it is related. It links risk,
cost, quality, and scope elements to stakeholder and solution requirements to other artifacts created by
the team and to solution components.
B. Tracing a requirement means to look at a requirement and the others to which it is related. It links
business requirements to stakeholder and solution requirements to other artifacts created by the team
and to solution components.
C. Tracing a requirement means to look at a requirement and the others to which it is related. It links
business requirements to components in the project's work breakdown structure.
D. Tracing a requirement means to track a requirements from its first identification all the way to its
completion to see what issues, risks, costs, quality, and defects have surrounded the requirement
Answer: B

IIBA   certification CBAP   CBAP   certification CBAP

NO.27 Wanda is the business analyst for her organization and she is currently working on the specify and
model requirements process. One of the elements of this process is the documentation of the textual
requirements. Wanda must describe the capabilities of the solution, any conditions that must exist for the
requirements to operate, and what third component of the textual requirement?
A. Any constraints that may prevent the solution from fulfilling the requirement
B. Write in the active voice
C. Describe a situation or problem
D. Express only one requirement at a time
Answer: A

certification IIBA   CBAP   certification CBAP   CBAP

NO.28 You are the business analyst for your organization. Management wants you to prioritize the identified
requirements by the requirements that have the highest likelihood of success. Why would management
want you to prioritize the requirements with this factor even though some of the requirements may be
difficult to implement?
A. They want a fast return on investment.
B. They want to show early success in the implementation to the project stakeholders.
C. They don't understand the requirements.
D. They want to avoid penalties or fines due to a pending law.
Answer: B

IIBA   CBAP   CBAP   CBAP examen   CBAP   CBAP examen

NO.29 You are the business analyst for your organization. Gary and Janet, two key stakeholders in the project,
are in disagreement over a requirement for the type of software to be installed on the server your solution
calls for. What must happen in this instance before formal approval can be offered?
A. The conflict will need to be resolved through research, resolution, or through a third-party mediation.
B. Gary and Janet will need to determine who has seniority in the company to determine which
requirement takes precedence.
C. The conflict will need to be removed from the solution scope until Gary and Janet come to a solution.
D. The business analyst will need to make a decision on which requirement is most appropriate.
Answer: A

certification IIBA   CBAP   CBAP   certification CBAP

NO.30 All of the following stakeholders participate in the prioritization of requirements except for which one?
A. Implementation subject matter expert
B. Project team
C. Domain subject matter expert
D. Project manager
Answer: B

IIBA   CBAP examen   CBAP   certification CBAP   CBAP

L'avènement de la certification Adobe pratique d'examen 9A0-056 9A0-055 9A0-054 9A0-044 9A0-156 questions et réponses

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Code d'Examen: 9A0-056

Nom d'Examen: Adobe (Adobe Dreamweaver CS3 ACE Exam)

Questions et réponses: 142 Q&As

Code d'Examen: 9A0-055

Nom d'Examen: Adobe (Adobe InDesign CS3 ACE Exam)

Questions et réponses: 125 Q&As

Code d'Examen: 9A0-054

Nom d'Examen: Adobe (Adobe Photoshop CS3 ACE Exam)

Questions et réponses: 125 Q&As

Code d'Examen: 9A0-044

Nom d'Examen: Adobe (Adobe Photoshop CS 2 ACE Exam)

Questions et réponses: 140 Q&As

Code d'Examen: 9A0-156

Nom d'Examen: Adobe (Adobe® LiveCycle® ES2 Form Developer ACE Exam)

Questions et réponses: 114 Q&As

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NO.1 You have a black text layer above a white background. Which blending mode makes the black text
layer invisible?
A. Luminosity
B. Color Burn
C. Linear Burn
D. Darker Color
Answer: B

Adobe   9A0-054 examen   9A0-054 examen   9A0-054   9A0-054

NO.2 You have two versions of a family portrait. In the first version, a child's eyes are closed. You want to
substitute the child's face from the second version to correct the first version. What should you do?
A. Use the Auto-Align Layers command.
B. Use the Auto-Blend Layers command.
C. Use the Merge Layers command.
D. Use the Merge Visible command.
Answer:A

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NO.3 What must you do before you can begin painting with the Clone Stamp tool?
A. Make a selection.
B. Define a source point.
C. Set the opacity.
D. Set the brush size.
Answer: B

certification Adobe   9A0-054   9A0-054   9A0-054

NO.4 A clipping mask is applied to a layer. Which other layers are masked by the content of this layer?
A. The layers above it.
B. The layers below it.
C. The layers grouped with it.
D. The layers linked with it.
Answer:A

Adobe   9A0-054   9A0-054 examen   9A0-054   9A0-054

NO.5 You want to align objects that are on different layers. What should you do before selecting the desired
alignment method?
A. Group the layers.
B. Link the layers.
C. Select the layers.
D. Merge the layers.
Answer: C

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NO.6 A three-layer file consists of a background image and two text layers. You want to align both the text
layers and the image to the horizontal center. What should you do?
A. Using the Move tool, select all three layers in the Layers palette and click the Align Horizontal Centers
icon on the Options bar.
B. Using the Move tool, select all three layers in the Layers palette and click the Distribute Horizontal
Centers icon on the Options bar.
C. Using the Move tool, select the upper text layer and the image layer in the Layers palette and click the
Align Horizontal Centers icon on the Options bar.
D. Using the Horizontal Type tool, select the lower text layer and the image layer in the Layers palette and
click the Center Text icon on the Options bar.
Answer:A

Adobe examen   9A0-054   9A0-054

NO.7 What does the Style option in the Art History brush control?
A. Shape
B. Blending mode
C. Hardness
D. Opacity
Answer:A

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NO.8 Which is an advantage of using the Healing Brush tool instead of the Clone Stamp tool?
A. You can specify a clone source in a different file.
B. You can scale and rotate the sample source.
C. You can specify multiple clone sources.
D. You can match the texture of the original image.
Answer: D

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NO.9 You are working on an RGB image and want to create an antique sepia tone effect. Which two options
should you use? (Choose two.)
A. Set the Type as Duotone and choose a shade of brown as the second ink color.
B. Create a Hue/Saturation Adjustment layer, select Colorize, and use the Hue slider to find an
appropriate color.
C. Convert the image to CMYK, set the type as Duotone, and choose a shade of brown as the second ink
color.
D. Create a Black & White Adjustment layer, select Tint, and use the Hue slider to find an appropriate
color.
E. Create a Black & White Adjustment layer and set preset to yellow filter.
Answer: BD

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NO.10 You use the Paintbrush tool and select the Hard Round 19 Pixel brush from the Brush Presets in the
Option bar. What happens when you change the Spacing option to 200 percent in the Brushes palette?
A. The brushstroke produces a solid line, 38-pixel wide.
B. The brushstroke produces a tapered line, 19-pixel wide at its thickest point.
C. The brushstroke produces a dotted line with a 19-pixel space between the dots.
D. The brushstroke produces a dotted line with a 38-pixel space between the dots.
Answer: C

Adobe examen   9A0-054   9A0-054   9A0-054   9A0-054

NO.11 You want to combine three landscape photographs into a single, wide panorama. After you
copy-and-paste the three photographs into one file. What should you do?
A. Select the three layers in the Layers palette and apply the Auto-Blend layers command.
B. Select the three layers In the Layers palette and apply the Auto-Align Layers command.
C. Select the topmost layer and apply the Align command.
D. Select the bottom layer and apply the Photomerge command.
Answer: B

Adobe   certification 9A0-054   9A0-054   certification 9A0-054

NO.12 You want to reposition an image inside a mask without moving or resizing the layer mask. What should
you do?
A. Click the layer thumbnail.
B. Click the Link icon between the layer and the layer mask thumbnails.
C. Press SHIFT and click the layer mask thumbnail.
D. Press OPTION (Mac) or ALT (Windows) and click the layer mask thumbnail.
Answer: B

Adobe   9A0-054   9A0-054 examen   9A0-054   9A0-054 examen

NO.13 You are working on a file and want to record various stages of your work-in-progress for later review.
Which is an advantage of using layer comps rather than snapshots to record your work?
A. Deleted or merged layers in the file can be restored by applying a layer comp.
B. Layer comps are saved as part of the Photoshop file.
C. A layer comp can be used as a source image for the History Brush.
D. The resulting file size is smaller when layer comps are used.
Answer: B

Adobe   9A0-054 examen   9A0-054

NO.14 You are using the Brush tool. Which blending mode allows you to paint on only the transparent part of
a layer?
A. Normal
B. Behind
C. Clear
D. Exclusion
Answer: B

Adobe   9A0-054 examen   9A0-054   9A0-054

NO.15 You want to apply your proof settings to an image after it is opened. What should you do?
A. Restart Photoshop.
B. Reopen the image.
C. Press CTRL (Windows) or COMMAND (Mac) +Y.
D. Press SHIFT +Y.
Answer: C

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This document was created with Win2PDF available at http://www.win2pdf.com.
The unregistered version of Win2PDF is for evaluation or non-commercial use only.
This page will not be added after purchasing Win2PDF.

NO.16 You are applying a Levels adjustment layer to an RGB image. What happens to the image when you
move the Middle Input slider to the left?
A. The overall image becomes darker.
B. The overall image becomes brighter.
C. Only the shadows become brighter.
D. Only the highlights become darker.
Answer: B

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NO.17 You want to mask the background of a photograph. The background layer of the photograph is
unlocked. You select the background with the Magic Wand tool. Which two methods should you use?
(Choose two.)
A. Press OPTION (Mac) or ALT (Windows) and click the mask icon in the Layers palette.
B. Choose Layer > Layer Mask > Hide Selection from the Layers pull-down menu.
C. Choose Layer > Layer Mask > Reveal Selection from the Layers pull-down menu.
D. Choose Hide Layers from the Layers pull-down menu.
E. Click the mask icon in the Layers palette.
Answer: CE

certification Adobe   9A0-054   9A0-054   9A0-054

NO.18 You paint on a layer with the Brush tool, but the strokes are not visible. In which two places should you
look to find the cause of the problem? (Choose two.)
A. The Layers palette
B. The Options bar
C. The Info palette
D. The Styles palette
E. The Histogram
Answer:AB

Adobe   certification 9A0-054   9A0-054 examen   9A0-054 examen   9A0-054

NO.19 You have unlocked the background layer of an image. What happens when you double-click the
thumbnail of the image layer in the Layers palette?
A. The Layer Properties dialog box opens.
B. The Layer Style dialog box opens.
C. The layer name changes to an editable text field.
D. The contents of the layer are selected.
Answer: B

Adobe examen   9A0-054   9A0-054 examen

NO.20 You want to create a metal cylinder. In the toolbar, you select the Gradient tool and set the foreground
color as white and the background color as gray. In the Options bar, you select the Foreground to
Background gradient option. Which gradient option should you use to shade the cylinder?
A. The Angle gradient option.
B. The Linear gradient option.
C. The Reflected gradient option.
D. The Radial gradient option.
Answer: C

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Code d'Examen: SD0-401

Nom d'Examen: SDI (Service Desk Foundation Qualification)

Questions et réponses: 118 Q&As

Code d'Examen: SD0-302

Nom d'Examen: SDI (SDI - SERVICE DESK MANAGER QUALIFICATION)

Questions et réponses: 232 Q&As

Code d'Examen: SD0-101

Nom d'Examen: SDI (Service Desk Analyst Qualification)

Questions et réponses: 165 Q&As

Le test SDI SD0-401 SD0-302 SD0-101 est une examination de techniques professionnelles dans l'Industrie IT. Pass4Test est un site qui peut vous aider à réussir le test SDI SD0-401 SD0-302 SD0-101 rapidement. Si vous utiliser l'outil de formation avant le test, vous apprendrez tous essences de test Certification SDI SD0-401 SD0-302 SD0-101.


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NO.1 Your organisation has recently implemented SLAs and OLAs. A new starter on your team has confided
in you that they dont really understand what an OLA is; how would you explain it to him/her?
A. It is a legally enforceable contract between a user and a supplier to ensure user satisfaction with
services offered
B. It is an ad-hoc arrangement between internal support teams that is helpful to the support of a contract
C. It is an agreement between internal support teams that defines the support necessary to meet delivery
of IT Services
D. It is a methodology used to measure compliance to standards of behaviour
Answer: C

SDI   SD0-101   SD0-101 examen   SD0-101

NO.2 Your manager has told you that the Service Desk team must provide excellent customer service at all
times. As an SDA, what is the most important thing you must do to ensure that this happens?
A. Always show plenty of sympathy to the users
B. Always follow the procedures you understand best
C. Always reprimand colleagues who fail to deliver service excellence
D. Always listen to what users tell you
Answer: D

SDI examen   SD0-101 examen   SD0-101 examen   SD0-101

NO.3 How would you characterise a failing team?
A. It is managed without SLAs
B. Its members are very touchy feely
C. Its members demonstrate low morale
D. It is solely focussed on business objectives
Answer: C

SDI examen   certification SD0-101   SD0-101   SD0-101   certification SD0-101

NO.4 What is the best reason for an SDA to follow documented processes and procedures?
A. It ensures that all customers perform consistently
B. It ensures that the SDA performs consistently
C. It ensures that customers consistently provide positive feedback
D. It ensures that the manager is protected from irate users
Answer: B

SDI   SD0-101   SD0-101   SD0-101   SD0-101

NO.5 Which option best describes one of the roles of an SDA?
A. Managing users expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
Answer: A

SDI   certification SD0-101   certification SD0-101   SD0-101

NO.6 A list of desirable attributes included in a job description for a Service Desk Analyst should include ...
A. Seeing a users Incident or Service Request through to resolution, conveying a willingness to help and
being nice to senior management
B. Conveying a willingness to help, focussing on business needs and providing users with the best
possible service
C. Taking ownership of users Problems, maintaining a positive attitude and focussing your attention on
the user
D. Focussing on business needs, providing users with best possible service with an ability to answer a
high volume of calls
Answer: B

certification SDI   SD0-101   SD0-101 examen   certification SD0-101

NO.7 A primary responsibility of the Service Desk is to
A. Manage Major Incidents
B. Act as the resolver for all users Incidents and Service Requests
C. Resolve Problems
D. Acknowledge and record all Incidents and Service Requests
Answer: D

SDI   certification SD0-101   SD0-101

NO.8 Where would you find clear definitions of boundaries and procedures for dealing with inappropriate
behaviour?
A. Company policy documents
B. Incident Management documents
C. Service Desk procedure documents
D. Service Level Agreement documents
Answer: A

SDI examen   SD0-101 examen   SD0-101   SD0-101   SD0-101

NO.9 Which attribute would you expect from good team members?
A. They are nice to everyone
B. They have good timekeeping skills
C. They listen to other peoples point of view
D. They cover up their mistakes
Answer: C

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NO.10 What is the best type of questioning to use to disengage a caller whilst ensuring a professional
approach to call management?
A. Reflective questions
B. Rapid questions
C. Open questions
D. Closed questions
Answer: D

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NO.11 Your manager has emphasised the importance of establishing effective working relationships with
other teams in the organisation. Of these options, which is the most important activity you should
undertake to enable this to happen?
A. Learn about and recognise the roles and responsibilities of other teams
B. Ensure that your team is seen by users as their champion
C. Treat everyone according to their importance in the organisation
D. Make certain that the IT director is aware of inter-team communication issues
Answer: A

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NO.12 Which of these options best describes a benefit of good teamwork?
A. There is always someone else to pick up any work you fail to do
B. There is commitment to team decisions
C. There is a specialist for each product or service
D. There is less need for person-to-person communication
Answer: B

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NO.13 Which option is the best example of a closed question?
A. What are the symptoms of your Incident?
B. Tell me what you were doing immediately prior to the Incident?
C. What version of the software do you have?
D. How can I be of help?
Answer: C

SDI   SD0-101 examen   SD0-101   SD0-101   SD0-101 examen

NO.14 Which of these options best describes personal accountability?
A. Delivering excellent levels of service quality
B. Admitting to errors
C. Taking ownership of your teams Incidents and Service Requests
D. Behaving and dressing in a distinctive manner
Answer: B

SDI   SD0-101   certification SD0-101   SD0-101 examen

NO.15 Which of these options is NOT part of the correct procedure for putting a user on hold?
A. Asking the user for permission to remotely access their system
B. Communicating a valid reason for putting the user on hold
C. Giving the user a reasonable time frame
D. Regularly updating the user about the wait-time
Answer: A

SDI   SD0-101   SD0-101

NO.16 What should an SDA reasonably expect of users when they contact the service desk for assistance?
A. To provide valuable information regarding their opinion of the Service Desk
B. To provide valuable information regarding their view of the SLA
C. To provide an opportunity to receive feedback regarding their technical ability
D. To provide the relevant information needed to resolve their incident
Answer: D

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NO.17 Which option is NOT a characteristic of a successful team?
A. Trust is encouraged amongst team members
B. Support from senior management is received
C. League tables are published
D. Participation in the decision-making process is encouraged
Answer: C

SDI   certification SD0-101   certification SD0-101   SD0-101 examen

NO.18 Why is it important to keep to your commitments to your team members?
A. It will help to ensure that bonuses are paid
B. My colleagues will admire my achievements
C. It improves the morale of the Service Desk
D. Management will not criticise my behaviour
Answer: C

SDI   certification SD0-101   SD0-101 examen   SD0-101   SD0-101 examen

NO.19 A new trainee is being inducted into the Service Desk and s/he questions why there are procedures
and the need for documentation. What should you tell him/her to justify the need for consistent
procedures and processes?
A. Clear procedures mean that everything is done uniformly to eliminate errors
B. Clear procedures mean that customers receive consistent service
C. SLAs and procedures ensure that staff will not be criticised if targets are not met
D. Consistent procedures mean that SLAs and OLAs will always be met
Answer: B

certification SDI   SD0-101   SD0-101 examen

NO.20 Which of these options is a characteristic of a successfully performing team?
A. Attendance at team social events is mandatory.
B. The team leader closely manages everyone equally
C. A team member will do anything to be the best
D. Everyone actively listens to each other
Answer: D

SDI   certification SD0-101   SD0-101

NO.21 Which option is a benefit of using Knowledge Management in a Service Desk?
A. This ensures that all staff will log Incidents uniformly
B. It removes the need for training of Service Desk staff
C. It reduces the Incident talk time for users
D. It reduces the overall cost of support
Answer: D

SDI examen   SD0-101   SD0-101   SD0-101

NO.22 Consider your responsibilities as an SDA: which of these options best describes one of your principal
responsibilities?
A. To provide easily understood and accurate answers to users questions
B. To provide technically detailed answers to users questions
C. To provide users with information about the workings of the Service Desk
D. To provide recommendations about technical courses to users
Answer: A

SDI   SD0-101   SD0-101

NO.23 Which of the options best describes a key responsibility of a Service Desk Manager?
A. To deliver ad-hoc levels of service quality from the Service Desk
B. To promote the Service Desk to the organisation and users
C. To manage Incidents and Major Incidents
D. To develop and manage the Problem Management team
Answer: B

SDI   certification SD0-101   certification SD0-101   SD0-101

NO.24 Which these options would NOT be a responsibility of the Service Desk?
A. Representing the IT organisation
B. Delivering first time fixes
C. Operating as a communications channel
D. Providing a reliable IT infrastructure
Answer: D

SDI examen   certification SD0-101   SD0-101

NO.25 We should maintain a positive service attitude at all times; which option is the best reason for doing
so?
A. A good service attitude will improve SLA performance
B. Users will see the Service Desk as cheerful happy people
C. It will help to build confidence in the service
D. A bad attitude means that SLAs wont be met
Answer: C

SDI   SD0-101   SD0-101   SD0-101

NO.26 In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution
performance; what else might this data be used for?
A. To measure the effectiveness of the escalation procedure
B. To indicate levels of customer satisfaction
C. To measure how long users wait to speak to an SDA
D. To evaluate and adjust staffing levels
Answer: B

SDI   certification SD0-101   SD0-101   certification SD0-101   SD0-101 examen   SD0-101

NO.27 Your organisation documents company policies to which it expects all employees to adhere. What is
the most important reason for SDAs to ensure they work within these policies?
A. Company policies support consistent behaviour
B. Company policies emphasise deviations from acceptable behaviour
C. Company policies meet their managers criteria for success
D. Company policies support creative approaches for SDA activities
Answer: A

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NO.28 Some things can get in the way of good communication which of these options has the biggest impact
on a Service Desk?
A. Noise and general chatter
B. Inappropriate SLAs in place
C. An unreliable IT infrastructure
D. The users status in the organisation
Answer: A

SDI   SD0-101   SD0-101

NO.29 If you are asked to name a Service Desk best practice, which option would be relevant?
A. SAP
B. KCS
C. Problem Management
D. itSMF
Answer: B

certification SDI   SD0-101   SD0-101   SD0-101

NO.30 What is the best way for an SDA to enhance the image of the Service Desk?
A. Dress to reflect your professionalism
B. Ensure users are aware that the Service Desk is the key component in IT
C. Provide accurate information to users without denigrating other teams
D. Advise users of resolutions via the weekly Service Desk email
Answer: C

SDI   SD0-101   SD0-101   SD0-101   SD0-101