최신EXIN ITIL Foundation (V4) - ITIL무료샘플문제

A. Service level management

B. Change control

C. Service request management

D. Incident management

A. They are agreed, documented, and communicated to help set user expectations

B. They are established, reviewed, and reported to ensure that customers are happy with the service

C. They are scheduled, assessed and authorized to reduce the risk of service failures

D. They are initiated, approved, and managed to ensure that predictable responses are achieved

A. Warranty

B. Utility

C. Outcomes

D. Value

A. Emergency changes should be authorized and implemented as service requests

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C. Emergency changes must be fully documented before authorization and implementation

D. The testing of emergency can be eliminated in order to implement the change quickly

A. Service level management

B. Service request management

C. Deployment management

D. Incident management

A. Change control

B. Monitoring and event management

C. Relationship management

D. Release management

A. Progress iteratively with feedback

B. Keep it simple and practical

C. Focus on value

D. Think and work holistically

A. Change enablement

B. Service configuration management

C. Service request management

D. Deployment management

A. Involving customers after all planning has been completed.

B. Engaging every stakeholder group in the same way, with the same communication.

C. Restricting information about the improvement to essential stakeholders only.

D. Increasing collaboration and visibility for the improvement.

A. By using a single functional team

B. By determining service demand

C. By implementing process automation

D. By using a combination of practices