최신ITIL 4 Foundation - ITIL-4-Foundation무료샘플문제

A. Ensuring value is co-created by improvement initiatives.

B. Defining customer experience and user experience

C. Identifying the service customer who will receive value

D. Understanding what is valuable to the service consumer

A. Service relationship management

B. Service consumption

C. Service offerings

D. Change enablement

A. So users can resolve their own incidents with self-help

B. To resolve a complex or major incident

C. So customers and users are provided with timely updates

D. To escalate an incident to a supplier or partner

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

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

A. By being fully aware of their own requirements for the service

B. By controlling the specific level of risk on the service provider's behalf

C. Through the provision of services according to predefined needs

D. By ensuring that the service provider has configured correctly its resources

A. Tracking and managing improvement ideas from identification through to final action

B. Providing information about deployed changes to help manage incidents and problems.

C. Speeding up the planning and authorization of emergency changes

D. Providing a way to initiate normal changes

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

A. management

B. value

C. provision

D. consumption

A. Re-use

B. Discard

C. Improve

D. Consider

A. A formal description of one or more services designed to address the needs of a target consumer group

B. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation

C. A set of specialized organizational capabilities for enabling value for customers in the form of services

D. A result for a stakeholder enabled by one or more outputs