최신ISEB ITIL Foundation Certificate in IT Service Management - ISEB-ITILV3F무료샘플문제

A. All of the above

B. 1 and 3 only

C. 2 and 3 only

D. 1 and 2 only

A. Failing to meet the Incident resolution times specified in a Service Level Agreement

B. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

C. Notifying more senior levels of management about an Incident

D. Passing an Incident to people with a greater level of technical skill

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

B. To design and build processes that will meet business needs

C. To decide how IT will engage with suppliers during the Service Management Lifecycle

D. To proactively prevent all outages to IT Services

A. Service Strategy

B. Service Transition

C. Continual Service Improvement

D. Service Operation

A. Event Management, Incident Management, Request Fulfilment and Access Management

B. Event Management, Incident and Problem Management, Request Fulfilment and Access
Management

C. Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management

D. Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management

A. Service metrics measure processes and functions; Technology metrics measure server and network availability

B. Service metrics measure the end to end service; Technology metrics measure individual components

C. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

A. Service metrics measure processes and functions; Technology metrics measure server and network availability

B. Service metrics measure the end to end service; Technology metrics measure individual components

C. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

A. 2 and 4 only

B. All of the above

C. 1 and 3 only

D. 1, 2 and 4 only

A. An unplanned interruption to an IT service

B. Reducing or eliminating the cause of an Incident or Problem

C. The unknown cause of one or more Incidents

D. Any detectable or discernable occurrence that has significance for the management of the
IT infrastructure

A. Incident Management

B. Change Management

C. Access Management

D. Request Fulfilment

A. Design and maintain all necessary Service Transition packages

B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation

C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

A. They make collaboration between organizations easier by giving a common language

B. They are always free ensuring they can be implemented quickly

C. They are validated across a wide range of environments making them more robust

D. Knowledge of public frameworks is more likely to be widely distributed