최신 CMS7 무료덤프 - Peoplecert ITIL V3 Foundation

A. Prepare for action

B. Where are we now?

C. Define what you should measure

D. Identify gaps in Service Level Agreement (SLA) achievement

A. Service Solution

B. Service Release

C. Service Requirements

D. Customer / Business Needs

A. All of the above

B. 1,2 and 3 only

C. 2,3 and 4 only

D. 1,2 and4 only

A. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

B. Identify activities to improve the efficiency of service management processes

C. Conduct activities to deliver and manage services at agreed levels to business users

D. Review and analyze Service Level Achievement results

A. 1, 2 and 3 only

B. All of the above

C. 2, 3 and 4 only

D. 1, 3 and 4 only

A. Designing and maintaining all necessary service transition packages

B. Measuring the effectiveness and efficiency of service design and the supporting processes

C. Producing quality, secure and resilient designs for new or improved services

D. Taking the overall service strategies and ensuring they are reflected in the Service Design process and the service designs that are produced

A. Creating a baseline

B. Defining measurable targets

C. Reviewing measurable improvements

D. Implementing service and process improvements

A. A type of Incident

B. A warning that a threshold has been reached or that something has changed

C. An audit report that indicates areas where IT is not performing according to agreed procedures

D. An error message to the user of an application

A. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

B. The desk is co-located within or physically close to the user community it serves

C. There is a single desk in one location serving the whole organization

D. The desk provides 24 hour global support