ITIL-Foundation試験無料問題集（325題）「ITIL Foundation Certification

出題：1

Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

A. Neither of the above

B. 1 only

C. Both of the above

D. 2 only

正解：C 解答を投票する

出題：2

Which of the following CANNOT be provided by a tool?

A. Information

B. Data

C. Knowledge

D. Wisdom

正解：D 解答を投票する

出題：3

Which one of the following is NOT an objective of problem management?

A. Preventing problems and resulting incidents from happening

B. Restoring normal service operation as quickly as possible

C. Eliminating recurring incidents

D. Minimizing the impact of incidents that cannot be prevented

正解：B 解答を投票する

出題：4

Which statement about Business Cases is TRUE?

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

正解：D 解答を投票する

出題：5

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

A. 2 and 3 only

B. 1 and 3 only

C. 1 and 2 only

D. All of the above

正解：A 解答を投票する

出題：6

What is the best description of an external customer?

A. Customers who are not part of the same organization as the service provider

B. Someone who works in the same organization but in a different business unit to the service provider

C. Customers for whom the cost of the service is the primary driver

D. Anyone who gets charged for the delivered services

正解：A 解答を投票する

出題：7

What should a service always deliver to customers?

A. Value

B. Resources

C. Applications

D. Infrastructure

正解：A 解答を投票する

出題：8

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A. Manage an activity

B. Be accountable for the outcome of an activity

C. Perform an activity

D. Be kept up-to-date on the progress of an activity

正解：D 解答を投票する

出題：9

Where would you expect incident resolution targets to be documented?

A. The service portfolio

B. A service level agreement (SLA)

C. A request for change (RFC)

D. A service description

正解：B 解答を投票する

出題：10

What is the BEST description of a change proposal?

A. A justification for a change with significant cost or risk

B. An authorised change submitted to release and deployment

C. Any request for change (RFC. submitted to change management

D. An RFC that must be implemented as soon as possible

正解：A 解答を投票する

出題：11

Which statement is CORRECT?

A. A process is a structured set of activities designed to accomplish a specific objective

B. A function is a set of specialised organisational capabilities

C. A process is a team or group of people and the tools they use to perform one or more activities

D. A function is a set of responsibilities allocated to a service manager

正解：A 解答を投票する

出題：12

Which statement about service review meetings is FALSE?

A. Progress and success of the service improvement programme (SIP) should be reviewed

B. Issues for the upcoming period should be discussed at the meetings

C. Actions from service review meetings should only be assigned to the service provider

D. Meetings should be held on a regular basis to review service achievement

正解：C 解答を投票する

出題：13

Availability management is directly responsible for the availability of which of the following?

A. IT services and components

B. Components and business processes

C. IT services, components and business processes

D. IT services and business processes

正解：A 解答を投票する

出題：14

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

A. Service asset and configuration management

B. Service level management

C. Incident management

D. Change management

正解：A 解答を投票する

出題：15

Which of the following is NOT an objective of request fulfillment?

A. To update the service catalogue with services that may be requested through the service desk

B. To provide information to users about what services are available and how to request them

C. To source and deliver the components of standard services that have been requested

D. To provide a channel for users to request and receive standard services

正解：A 解答を投票する

ITIL-Foundation試験無料問題集「ITIL Foundation Certification - IT Service Management 認定」