최신EXIN ITIL Foundation - ITIL-F무료샘플문제

A. Technology

B. Standards

C. Internal experience

D. Academic research

A. A normal change

B. An ordinary change

C. A standard change

D. A retrospective change

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

A. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).

B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

C. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes

D. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.

A. Training in risk management for all staff and identification of risks

B. Identification of risk, analysis and management of the exposure to risk

C. Control of exposure to risk and investment of capital

D. Training of all staff and investment of capital

A. Trending of historical incident records to identify one or more underlying causes

B. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

C. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

D. Suspicion or detection of a cause of one or more incidents by the service desk

A. The part of the business process that is critical to providing the service

B. How long a service or component can perform its agreed function without failure

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

D. The ability of a third-party supplier to meet the terms of its contract

A. The change advisory board (CAB)

B. The change management process owner

C. The continual service improvement manager

D. The service owner

A. An emergency change

B. An alert

C. A request for change

D. An emergency event

A. Customer services

B. Component services

C. Supporting services

D. Business services

A. Problem management

B. Service portfolio management

C. Information security management

D. Change management

A. It optimizes overall business risk

B. It ensures that servicerequests follow the normal change management process

C. It optimizes financial exposure

D. It ensures that all changes are authorized by the change advisory board (CAB)

A. 1 and 3 only

B. 1,2 and 3 only

C. All of the above

D. 2 and 4 only

A. Be accountable for the outcome of an activity

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

C. Manage an activity

D. Perform an activity

A. Incidents must only be logged if a resolution is not immediately available

B. The service desk decide which incidents to log

C. All incidents must be fully logged

D. Only incidents reported to the service desk can be logged

A. Definitive media library (DML)

B. Standard operating procedures (SOP)

C. Statement of requirements (SOR)

D. Configuration management system (CMS)

A. A complete set of all the documentation required to deliver world class services to customers

B. The implementation and management of quality IT services that meet business needs

C. An internal service provider that is embedded within a business unit

D. Technical implementation of supporting IT infrastructure components

A. To manage problems throughout their lifecycle

B. To restore service to a user

C. To eliminate recurring incidents

D. To prevent problems and their resultant Incidents

A. A service level agreement (SLA)

B. A service description

C. A request for change (RFC)

D. The service portfolio

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