최신ISEB The Foundation Examination - ITIL® - ISEB-ITILF무료샘플문제

A. Change management

B. Service portfolio management

C. Supplier management

D. Continual service improvement

A. Components and business processes

B. IT services and components

C. IT services and business processes

D. IT services, components and business processes

A. To establish trends for use in problem management and other IT service management (ITSM) activities

B. To ensure service levels are met and breaches of agreements are avoided

C. To enable the incident management database to be partitioned for greater efficiency

D. To identify whether the user is entitled to log an incident for this particular service

A. To prevent problems and resultant incidents

B. To eliminate recurring incidents

C. To restore service to a user

D. To manage problems throughout their lifecycle

A. Customer

B. Administrator

C. Supplier

D. User

A. Demand management

B. Risk management

C. Financial management

D. Service level management

A. Service transition

B. Service operation

C. Service strategy

D. Continual service improvement

A. Strategic customers

B. Valued customers

C. Internal customers

D. External customers

A. Less documentation

B. Longer timescales

C. Less urgency

D. Separate procedures

A. To proactively prevent all outages to IT services

B. To decide how IT will engage with suppliers during the service lifecycle

C. To design and build processes which will meet business needs

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

A. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

B. Ensure that all service transitions are properly authorized

C. Provide overall planning for service transitions and co-ordinate the resources they require

D. To define testing scripts to ensure service transitions are unlikely to ever fail

A. Ensuring that service level agreements are maintained

B. Ensuring that information in the service catalogue is accurate

C. Ensuring that all operational services are recorded in the service catalogue

D. Ensuring that information in the service catalogue is consistent with information in the service portfolio

A. To eliminate recurring incidents

B. To prevent problems and their resultant Incidents

C. To restore service to a user

D. To manage problems throughout their lifecycle