최신 ITILFNDv4 무료덤프 - EXIN ITIL 4 Foundation

A. The delivery of products to a stakeholder is enabled by outcomes

B. Outcomes provide assurance to stakeholders regarding the performance of a service

C. The level of expenses regarding a technology for a service is defined by an outcome

D. An outcome depends on at least one output to deliver a result

A. Change enablement

B. Service configuration management

C. Deployment management

D. IT asset management

A. To support the agreed service quality by effective handling of all agreed user-initiated service requests

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

D. To capture demand for incident resolution and service requests

A. Known error

B. Event

C. Change

D. Problem

A. Change enablement

B. Service level management

C. Service desk

D. Continual improvement

A. Perform baseline assessments

B. Evaluate measurements and metrics

C. Execute improvement actions

D. Define measurable targets

A. Incident management

B. Service desk

C. Continual improvement

D. Problem management

A. The benefits, usefulness, or importance of the service, as perceived by the stakeholders

B. A tangible or intangible deliverable of the service

C. A result for a stakeholder enabled by the outputs of the service

D. The amount of money that is created or saved for the service consumers by using the service

A. A workaround

B. A configuration item

C. A problem

D. An incident

A. Service level management

B. Service desk

C. Service configuration management

D. Service request management

A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

C. Systematically observe services and service components, and record and report selected changes of state identified as events

D. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

A. Known error

B. Risk

C. Workaround

D. Incident

A. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

B. They should be written using language and terms which all parties will understand

C. They should avoid ambiguous targets such as those relating to user experience

D. They should be based on system-based metrics which are useful to the service provider

A. All improvement ideas should be logged in a single 'continual improvement register'

B. A single team should carry out 'continual improvement' across the organization

C. Everyone in the organization is responsible for some aspects of 'continual improvement'

D. 'Continual improvement' should have minimal interaction with other practices

A. Change enablement

B. Service level management

C. Service configuration management

D. Service request management