최신 ISEB-ITILV3F 무료덤프 - ISEB ITIL Foundation Certificate in IT Service Management

문제1

Which of the following activities is NOT a part of the Deming Cycle?

A. Plan

B. Coordinate

C. Do

D. Act

정답: B

문제2

The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A. Roles and responsibilities required for an effective service management implementation

B. The business value that can be expected from a given service

C. Validation and Testing

D. Performance and capacity requirements of services and IT infrastructure

정답: C

문제3

Which of the following defines the level of protection in Information Security Management?

A. The Business

B. The IT Executive

C. The Service Level Manager

D. The ISO27001 Standard

정답: A

문제4

The difference between service metrics and technology metrics is BEST described as?

A. Service metrics measure the end to end service; Technology metrics measure individual components

B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

C. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

D. Service metrics measure processes and functions; Technology metrics measure server and network availability

정답: A

문제5

Which is the BEST definition of a Configuration Item (CI)?

A. Information recorded by the Service Desk when an Incident is reported

B. An asset, service component or other item that is, or will be, under the control of
Configuration Management

C. A collection of information used to describe a hardware or software item

D. An item of hardware or software registered in the asset database

정답: B

문제6

Which of the following is NOT a purpose of Service Transition?

A. To ensure that a service can be managed, operated and supported

B. To provide training and certification in project management

C. To provide quality knowledge of Change, Release and Deployment Management

D. To plan and manage the capacity and resource requirements to manage a release

정답: B

문제7

What would be the next step in the Continual Service Improvement Model (CSI) after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A. What is the Value On Investment?

B. How do we keep the momentum going?

C. How much did it cost?

D. What is the Return On Investment?

정답: B

문제8

Which of the following processes are performed by the Service Desk?
1. Capacity Management
2. Request Fulfilment
3. Demand Management
4. Incident Management

A. All of the above

B. 2 and 4 only

C. 2, 3 and 4 only

D. 2 only

정답: B

문제9

Which of these statements about Resources and Capabilities is CORRECT?

A. Resources are types of Service Asset and Capabilities are not

B. Resources and Capabilities are both types of Service Asset

C. Neither Capabilities nor Resources are types of Service Asset

D. Capabilities are types of Service Asset and Resources are not

정답: B

문제10

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A. Availability Management

B. Change Management

C. Service Asset and Configuration Management

D. Knowledge Management

정답: D

문제11

The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?

A. Continual Service Improvement

B. Service Strategy

C. Service Transition

D. Service Design

정답: B

문제12

Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A. 1-3-2-4

B. 2-3-4-1

C. 3-4-2-1

D. 3-1-2-4

정답: D

최신 ISEB-ITILV3F 무료덤프 - ISEB ITIL Foundation Certificate in IT Service Management

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