ITILF試験無料問題集「BCS ITIL® Foundation 認定」

A. The results specific to the clauses in a service level agreement (SLA)

B. All the accumulated knowledge of the service provider

C. The result of carrying out an activity, following a process or delivering an IT service

D. All incidents reported to the service desk

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

A. 1, 2 and 3 only

B. All of the above

C. 1, 3 and 4 only

D. 2, 3 and 4 only

A. Availability management

B. Service level management

C. Problem management

D. Incident management

A. Measuring the effectiveness and efficiency of service design and the supporting processes

B. Designing and maintaining all necessary service transition packages

C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D. Producing quality, secure and resilient designs for new or improved services

A. Business Cases should focus on only the financial impacts of the proposed project to secure support and funding

B. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets

C. Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support

D. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service

A. Neither of the above

B. 1 only

C. Both of the above

D. 2 only

A. Supplier management

B. Continual service improvement

C. Service portfolio management

D. Change management

A. It improves the control of service assets and configurations

B. It supports the creation of a portfolio of quantified services

C. It reduces total cost of ownership (TCO) of services

D. It provides quick and effective access to standard services

A. Managing access to the service desk

B. Managing the rights to use a service or group of services

C. Providing physical security for staff at data centres and other buildings

D. Managing access to computer rooms and other secure locations

A. Review of all capacity supplier agreements and underpinning contracts with supplier management

B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

C. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

D. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

A. Human resource model

B. RACI matrix

C. Configuration baseline

D. Service model

A. 3rd line support

B. Information security management

C. Capacity management only

D. Change management

A. It improves governance by building controls into service designs

B. It supports the creation of a portfolio of quantified services

C. It results in gradual improvement in cost effectiveness

D. It provides quick and effective access to standard services

A. A function that provides hardware repair services for technology involved in the delivery of service to customers

B. A function that includes providing technical expertise and overall management of the IT infrastructure

C. Senior managers responsible for all staff within the technical support function

D. A function responsible for facilities management and building control systems

A. Service level management

B. Service design

C. Service operation

D. Service strategy