최신 ITILFNDv4 무료덤프 - EXIN ITIL 4 Foundation

문제1

Which service level metrics are BEST for measuring user experience?

A. Metrics linked to defined outcomes

B. Metrics for the percentage of uptime of a service

C. Single system-based metrics

D. Operational metrics

정답: A

문제2

Which function is responsible for the management of a data centre?

A. Facilities management

B. Service desk

C. Technical management

D. Application management

정답: A

문제3

Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

A. plans

B. measurement

C. process

D. tools

정답: B

문제4

Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A. 1 and 4

B. 1 and 2

C. 3 and 4

D. 2 and 3

정답: A

문제5

Which is a service request?

A. Requesting a workaround for an issue

B. Requesting information about how to create a document

C. Requesting an enhancement to an application

D. Requesting investigation of a degraded service

정답: B

문제6

Which is a purpose of the 'engage' value chain activity?

A. Providing transparency and good relationships

B. Ensuring the continual improvement of services

C. Meeting expectations for quality, costs and time-to-market

D. Ensuring that the organization's vision is understood

정답: A

문제7

Which statement about the known error database (KEDB) is CORRECT?

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

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

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

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

정답: A

문제8

What is a recommendation of the 'focus on value' guiding principle?

A. Focus on the value of new and significant projects first

B. Focus on value at every step of the improvement

C. Focus on value for the service provider first

D. Make 'focus on value' a responsibility of the management

정답: B

문제9

Which are the elements of process control?

A. Resources, capabilities and metrics

B. Process owner, policy and objectives

C. Inputs, outputs and triggers

D. Work instructions, procedures and roles

정답: B

문제10

What are the three phases of 'problem management'?

A. Problem logging, problem classification, problem resolution

B. Problem analysis, error identification, incident resolution

C. Incident management, problem management, change control

D. Problem identification, problem control, error control

정답: D

최신 ITILFNDv4 무료덤프 - EXIN ITIL 4 Foundation

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