一番最新のITIL ITIL-Foundation試験問題集PDFには2022年更新
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質問 110
Availability management is directly responsible for the availability of which of the following?
- A. IT services and business processes
- B. IT services and components
- C. IT services, components and business processes
- D. Components and business processes
正解: B
質問 111
Which one of the following generates demand for services?
- A. Cost of providing support
- B. Patterns of business activity (PBA.
- C. Service level agreements (SLA.
- D. Infrastructure trends
正解: B
質問 112
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
- A. Request fulfilment
- B. Demand management
- C. Service portfolio management
- D. Service level management
正解: A
質問 113
Which of the following options is a hierarchy that is used in knowledge management?
- A. Knowledge - Wisdom - Information - Data
- B. Wisdom - Information - Data - Knowledge
- C. Data - Information - Knowledge - Wisdom
- D. Information - Data - Knowledge - Wisdom
正解: C
質問 114
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
- A. Teams
- B. Roles, people or groups
- C. Job descriptions
- D. Functions
正解: B
質問 115
Which of the following is the BEST description of a centralized service desk?
- A. The desk is co-located within or physically close to the user community it serves
- B. There is a single desk in one location serving the whole organization
- C. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- D. The desk provides 24 hour global support
正解: B
質問 116
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
- A. 1 and 3 only
- B. 1 and 2 only
- C. 2 and 3 only
- D. All of the above
正解: D
質問 117
Which of the following is NOT an objective of Continual Service Improvement?
- A. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
- B. Conduct activities to deliver and manage services at agreed levels to business users
- C. Identify activities to improve the efficiency of service management processes
- D. Review and analyze Service Level Achievement results
正解: B
質問 118
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- A. User
- B. Customer
- C. Administrator
- D. Supplier
正解: B
質問 119
Within service design, what is the key output handed over to service transition?
- A. Measurement, methods and metrics
- B. Service portfolio design
- C. Service design package
- D. Process definitions
正解: C
質問 120
Which statements about best practice is MOST correct?
- A. ITIL is a source of best practice and is validated across a wide set of environments and situations
- B. Internal experience is the only source of best practice because it is developed within the service provider
- C. Customers are a source of best practice and will advise service providers how it should be implemented
- D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
正解: A
質問 121
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
- A. 1 and 2 only
- B. 3 only
- C. All of the above
- D. 1 and 3 only
正解: D
質問 122
Which process is responsible for low risk, frequently occurring, low cost changes?
- A. Request fulfilment
- B. Demand management
- C. Incident management
- D. Release and deployment management
正解: A
質問 123
Which ITIL process is used to restore normal service operation as quickly as possible?
- A. Problem management
- B. Incident management
- C. Availability management
- D. Service level management
正解: B
質問 124
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- A. A definitive media library
- B. A known error database
- C. A capacity database
- D. A request for change
正解: B
質問 125
Which is one of the five aspects of service design?
- A. Management policy for business case creation
- B. Management information systems and tools
- C. Corporate governance and policy
- D. Risk analysis and management approach
正解: B
質問 126
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