최신 ITILF 무료덤프 - BCS ITIL® Foundation

문제1

Which is an example of an internal customer?

A. A customer who has a contract with an internet service provider for a broadband connection

B. An IT department that uses a network service obtained from a supplier

C. The HR department whose payroll service is provided by their organization's IT department

D. A retail bank that outsources its infrastructure to athird-party supplier

정답: C

문제2

Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?

A. Service level management

B. Change management

C. Service transition planning and support

D. Service strategy

정답: C

문제3

What BEST describes the purpose of analyzing risk?

A. To review remediation planning

B. To review transition planning

C. To assess impact and probability

D. To assess impact and urgency

정답: C

문제4

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

문제5

Which of the following is NOT a source of best practice?

A. Standards

B. Internal experience

C. Academic research

D. Technology

정답: D

문제6

What is the BEST description of an operational level agreement (OLA)?

A. An agreement between the service provider and another part of the same organization

B. A document that describes to a customer how services will be operated on a day-to-day basis

C. A document that describes business services to operational staff

D. An agreement between the service provider and an external organization

정답: A

문제7

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

A. All of the above

B. 1 and 2 only

C. 2 and 3 only

D. 1 and 3 only

정답: A

문제8

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 the service desk and updated with the details of each new incident

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

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

정답: A

문제9

What is a characteristic of a process?

A. It does not react to a specific trigger

B. It is performance driven and measureable

C. It provides generic technical skills and resources

D. It requires a specific tool

정답: B

문제10

What is a service delivered between two business units in the same organization known as?

A. External service

B. Delivered service

C. Internal service

D. Strategic service

정답: C

문제11

Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?

A. Measure

B. Do

C. Perform

D. Implement

정답: B

문제12

Can service operation improve efficiency in the business operation by automating common routines?

A. Yes, through automating common routines and introducing the service knowledge management System (SKMS)

B. No, automating common routines improves effectiveness but not efficiency

C. Yes, through automating common routines, more productive work can be carried out

D. No, automating common routines only results in preventing common problems

정답: A

문제13

Which one of the following is the purpose of service level management?

A. To ensure that sufficient capacity is provided to deliver the agreed performance of services

B. To ensure that an agreed level of IT service is provided for all current IT services

C. To create and populate a service catalogue

D. To carry out the service operations activities needed to support current IT services

정답: B

문제14

Which process works with incident management to ensure that security breaches are detected and logged?

A. Service level management

B. Change management

C. Access Management

D. Continual Service improvement

정답: B

문제15

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

최신 ITILF 무료덤프 - BCS ITIL® Foundation

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