최신ISEB The Foundation® ITIL (2012 Onwards) - BH0-012무료샘플문제

A. The availability of a service or component

B. How long a service or configuration item (CI) can perform its function without failing

C. How quickly a service or component can be restored to normal working order

D. The level of risk that affects a service or process

A. 1 and 3 only

B. 3 only

C. 1 and 2only

D. All of the above

A. To ensure that an agreed level of IT service is provided for all current IT services

B. To carry out the service operations activities needed to support current IT services

C. To create and populate a service catalogue

D. To ensure that sufficient capacity is provided to deliver the agreed performance of services

A. Proprietary knowledge has been tested in a wide range of environments

B. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

C. Public frameworks are always cheaper to adopt

D. Public frameworks are prescriptive and tell you exactly what to do

A. Separate procedures

B. Less urgency

C. Less documentation

D. Longer timescales

A. IT services, components and business processes

B. Components and business processes

C. IT services and business processes

D. IT services and components

A. They are validated across a wide range of environments making them more robust

B. They make collaboration between organizations easier by giving a common language

C. Knowledge of public frameworks is more likely to be widely distributed

D. They are always free ensuring they can be implemented quickly

A. Failing to meet the incident resolution times specified in a service level agreement

B. Notifying more senior levels of management about an incident

C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

D. Passing an incident to people with a greater level of technical skill

A. Process practitioner

B. Process owner

C. Change manager

D. Service manager

A. Infrastructure

B. Value

C. Applications

D. Resources

A. Units of organizations with roles to perform certain activities

B. The management of functions within an organization to perform certain activities

C. A set of specialized organizational capabilities for providing value to customers in the form of services

D. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose