최신 ITIL-Foundation 무료덤프 - ITIL Foundation Certification - IT Service Management

A. Financial management

B. Service level management

C. Risk management

D. Demand management

A. A capacity database

B. A request for change

C. A definitive media library

D. A known error database

A. To deliver and manage IT services at agreed levels to business users

B. To ensure that changes are recorded and evaluated

C. To ensure the impact of changes are understood

D. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

A. Incident management

B. Financial management

C. Service level management

D. Capacity management

A. To ensure that all service design activities use the minimum amount of resources

B. To embed continual service improvement (CSI) in all service design activities

C. To create and maintain a portfolio of quantified services

D. To monitor service level targets as agreed in service level agreements

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

A. An agreement between an IT service provider and another part of the same organization that assists with the provision of services

B. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise

C. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached

D. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties

A. An unplanned disruption of service unless there is a backup to that service

B. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

C. Any disruption to service whether planned or unplanned

D. An unplanned interruption to service or a reduction in the quality of service

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

A. Recording and monitoring environmental conditions in the data centre

B. Recording service desk staff absence

C. Intrusion detection

D. Monitoring the status of configuration items

A. What is the value on investment (VOI)?

B. What is the return on investment (ROI)?

C. How do we keep the momentum going?

D. How much did it cost?

A. It does not react to a specific trigger

B. It provides generic technical skills and resources

C. It is performance driven and measurable

D. It requires a specific tool

A. The management of functions within an organization to perform certain activities

B. Units of organizations with roles to perform certain activities

C. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

D. A set of specialized organizational capabilities for providing value to customers in the form of services

A. A function that provides hardware repair services for technology involved in the delivery of service to customers

B. A function responsible for facilities management and building control systems

C. A function that includes providing technical expertise and overall management of the IT infrastructure

D. Senior managers responsible for all staff within the technical support function