최신 ITIL-F 무료덤프 - EXIN ITIL Foundation

문제1

What are customers of IT services who work in the same organization as the service provider known as?

A. External customers

B. Internal customers

C. Strategic customers

D. Valued customers

정답: B

문제2

Which process would be used to compare the value that newer services have offered over those they have replaced?

A. Service catalogue management

B. Service portfolio management

C. Capacity management

D. Availability management

정답: B

문제3

How is a service delivered between departments of same organization classified?

A. External Service

B. Organizational service.

C. Internal Service

D. Mission Critical service

정답: C

문제4

Which of the following CANNOT be provided by a tool?

A. Knowledge

B. Wisdom

C. Data

D. Information

정답: B

문제5

Which of the following BEST describes a problem?

A. An issue reported by a user

B. A serious incident which has a critical impact to the business

C. The cause of one or more incidents

D. The cause of two or more incidents

정답: C

문제6

Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers

A. All of the above

B. 1 and 2 only

C. 2 and 3 only

D. 1 and 3 only

정답: A

문제7

Which of the following is the best definition of IT service management?

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

B. Technical implementation of supporting IT infrastructure components

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

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

정답: A

문제8

What BEST defines IT service management?

A. The resources that are utilized to provide value to customers through services.

B. An organization supplying services to only external customers.

C. The customer of an IT Service provider who defines and agrees the service targets.

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

정답: D

문제9

A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?

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

정답: B

문제10

Which statements about best practice is MOST correct?

A. Internal experience is the only source of best practice because it is developed within the service provider

B. ITIL is a source of best practice and is validated across a wide set of environments and situations

C. Customers are a source of best practice and will advise service providers how it should be implemented

D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider

정답: B

문제11

Which process is responsible for sourcing and delivering components of requested standard services?

A. Service desk

B. Service portfolio management

C. Request fulfilment

D. IT finance

정답: C

문제12

A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?

A. A service level escalation

B. An incident resolution

C. A functional escalation

D. A hierarchic escalation

정답: D

문제13

What service could include a differentiation as an "excitement factor"?

A. An enhancing service

B. A core service

C. An enabling service

D. A packaged service

정답: A

문제14

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

A. Service level management

B. Service operation.

C. Service Design.

D. Service transition

정답: D

문제15

Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

A. Service catalogue management

B. Service level management

C. Service portfolio management

D. Service capacity management

정답: A

문제16

What is a RACI model used for?

A. Monitoring services

B. Defining roles and responsibilities

C. Recording configuration items

D. Performance analysis

정답: B

최신 ITIL-F 무료덤프 - EXIN ITIL Foundation

우리와 연락하기

유용한 링크

최신 업데이트