최신ITIL Foundation Certification - IT Service Management - ITIL-Foundation무료샘플문제

A. Change management

B. Service portfolio management

C. Information security management

D. Problem management

A. Technical management

B. Emergency change advisory board

C. Urgent change authority

D. Urgent change board

A. Only when the root cause is found and a workaround exists

B. Only when the error in the IT Service is found

C. As soon as it becomes useful to do so

D. As soon as the major problem procedure is executed

A. Neither of the above

B. Both of the above

C. Option 2 only

D. Option 1 only

A. The implementation and management of quality IT services that meet business needs

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. An internal service provider that is embedded within a business unit

A. Internal customers are always charged for the IT services they receive from the IT service provider organization

B. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

C. External customers are those who work for the same organization as the IT service provider

D. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

A. Less documentation

B. Longer timescales

C. Less urgency

D. Separate procedures

A. A service level escalation

B. An incident resolution

C. A hierarchic escalation

D. A functional escalation

A. Any request for change (RFC. submitted to change management

B. A justification for a change with significant cost or risk

C. An authorised change submitted to release and deployment

D. An RFC that must be implemented as soon as possible

A. Risk register

B. Change proposal

C. Change policy

D. Service request

A. To minimize the impact of incidents due to service failures that cannot be prevented

B. To provided a channel for users to receive standard services that they are expecting

C. To detect changes of state that have significance for management of an IT service

D. To maintain user satisfaction with the quality of IT services

A. Technical management

B. Service desk

C. Application management

D. Facilities management

A. Planning the steps required to be taken if a change is unsuccessful

B. Planning how to compensate a user for a failed change

C. Planning how to recover the cost of a change

D. Planning how to advise the change requestor of a failed change

A. Delivering Operational improvements to achieve reduced costs.

B. Swift application of skills to diagnose any IT Operations failures that occur

C. Management of the definitive media library (DML)

D. Maintenance of status quo to achieve stability of day to day processes and activities

A. To ensure that incident workarounds are acceptable to the customers

B. To ensure that problem records are circulated to all customers

C. To ensure that incident resolution times are aligned with business needs

D. To ensure that the status of faulty configuration items (CI) is recorded