최신EXIN ITIL - Foundation - ITILFND무료샘플문제

A. Service level management

B. Change management

C. Service strategy

D. Service transition planning and support

A. Technology

B. Standards

C. Internal experience

D. Academic research

A. Less urgency

B. Less documentation

C. Separate procedures.

D. Longer timescales

A. 1 and 3 only

B. 2 and 3 only

C. 1 and 2 only

D. All of the above

A. A project charter

B. A communications plan

C. A CSI register

D. A RACI model

A. It is maintained by incident management and contains solutions to be implemented by problem Management

B. It is maintained by problem management and is used by the service desk to help resolve incidents

C. It is a part of the configuration management database (CMDB. and contains workarounds

D. It is maintained by the service desk and updated with the details of each new incident

A. The change advisory board (CAB)

B. The change management process owner

C. The continual service improvement manager

D. The service owner

A. Supplier management

B. Release and deployment management

C. Change management

D. Service catalogue management

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. An unplanned interruption to service or a reduction in the quality of service

B. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

C. Any disruption to service whether planned or unplanned

D. An unplanned disruption of service unless there is a backup to that service

A. A service level escalation

B. A functional escalation

C. An incident resolution

D. A hierarchic escalation

A. Process, technology and service

B. Business, service and technology

C. Customer, business and process

D. Technology, customer and business