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 is NOT an objective of service transition?

A. To provide training and certification in project management

B. To ensure that a service can be managed, operated and supported

C. To provide quality knowledge and information about services and service assets

D. To plan and manage the capacity and resource requirements to manage a release

正解：A 解答を投票する

出題：3

Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes

A. 2 and 3 only

B. 1 and 3 only

C. All of the above

D. 2 and 4 only

正解：C 解答を投票する

出題：4

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change advisory board

B. A change model

C. A change request

D. A change

正解：D 解答を投票する

出題：5

Which one of the following statements about incident reporting and logging is CORRECT?

A. Incidents reported by technical staff must also be logged as problems

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

C. Incidents can only be reported by users

D. All calls to the service desk must be logged as incidents

正解：B 解答を投票する

出題：6

Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

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：7

Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

A. Virtual

B. Outsourced

C. Centralized

D. Local

正解：B 解答を投票する

出題：8

Which of the following BEST describes a service level agreement (SLA.?

A. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise

B. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties

C. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached

D. An agreement between an IT service provider and another part of the same organization that assists with the provision of services

正解：B 解答を投票する

出題：9

Which process is responsible for managing all service requests from users?

A. Event management

B. Change fulfilment

C. Request fulfilment

D. Incident management

正解：C 解答を投票する

出題：10

What is the act of transforming resources and capabilities into valuable service better known as?

A. Service support

B. Resource management

C. Service management

D. Incident management

正解：C 解答を投票する

出題：11

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：12

Which is an objective of the design coordination process?

A. TO handover new service level requirements to the service level management process

B. TO document the initial structure and relationship between services and customers

C. To ensure that all changes are assessed for their impact on service designs

D. To ensure service design packages are handed over to service transition

正解：D 解答を投票する

出題：13

Which of the following correctly states the relationship between urgency, priority and impact?

A. Urgency should be based on impact and priority

B. Impact should be based on urgency and priority

C. Impact, priority and urgency are independent of each other

D. Priority should be based on impact and urgency

正解：D 解答を投票する

出題：14

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?

A. A functional escalation

B. A service level escalation

C. A hierarchic escalation

D. An incident resolution

正解：C 解答を投票する

出題：15

Which of the following BEST describes service strategies' value to the business?

A. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

B. Reduction in the duration and frequency of service outages

C. Allows higher volumes of successful change

D. Reduction in unplanned costs through optimized handling of service outages

正解：A 解答を投票する

出題：16

What is the BEST definition of an internal service?

A. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes

B. It is any customer-facing service delivered by an outsourced provider

C. It is a service delivered between departments or business units in the same organization

D. It is a supporting service delivered between functions of the IT service provider

正解：C 解答を投票する

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