최신 ITIL-F 무료덤프 - EXIN ITIL Foundation

문제1

Which statement is CORRECT?

A. The configuration management system is part of the service knowledge management system.

B. The configuration management system is part of the configuration management database.

C. The service knowledge management system is part of the configuration management system.

D. The configuration management system is part of the known error database

정답: A

문제2

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

문제3

Which of the following in NOT an objectives of the operations management function?

A. Delivering Operational improvements to achieve reduced costs.

B. Maintenance of status quo to achieve stability of day to day processes and activities

C. Swift application of skills to diagnose any IT Operations failures that occur

D. Management of the definitive media library (DML)

정답: C

문제4

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

A. Service operation

B. Service design

C. Service strategy

D. Continual service improvement

정답: D

문제5

Where are the details of core and enhancing service provided?

A. The definitive media library.

B. The service portfolio.

C. The service catalogue.

D. The configuration management system.

정답: B

문제6

Which one of the following activities would be performed by access management?

A. Managing the rights to use a service or group of services

B. Managing access to the service desk

C. Managing access to computer rooms and other secure locations

D. Providing physical security for staff at data centres and other buildings

정답: A

문제7

Which of the following are objectives of service level management?
1 : Defining, documenting and agreeing the level of IT services to be provided
2 : Monitoring, measuring and reporting the actual level of services provided
3 : Monitoring and improving customer satisfaction
4 : Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 only

B. All of the above

C. 1, 2 and 4 only

D. 1 and 2 only

정답: A

문제8

Which of the following should be documented in an incident model?
1 . Details of the service level agreement (SLA) pertaining to the incident
2 . Chronological order of steps to resolve the incident

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

정답: D

문제9

Which process is responsible for discussing reports with customers showing whether services have met their targets?

A. Service level management

B. Change management

C. Availability management

D. Continual service improvement

정답: A

문제10

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. Strategic, tactical and operational

B. Return on investment (ROI), value on investment (VOI), quality

C. Technology, process and service

D. Critical success factors (CSFs), key performance indicators (KPIs), activities

정답: C

문제11

Which groups of people would work according to an operational level agreement?

A. Business units

B. Internal IT teams

C. External IT teams

D. All stakeholders

정답: B

문제12

What BEST describes the customers and users of an IT service provider?

A. Customers sell IT services; users improve IT services

B. Customers agree the service levels; users buy IT services

C. Customers buy IT services; users use IT services

D. Customers design IT services; users test IT services

정답: C

문제13

When can a known error record be raised?
1 . At any time it would be useful to do so
2 . After a workaround has been found

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

정답: A

최신 ITIL-F 무료덤프 - EXIN ITIL Foundation

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