CMS7無料問題集「Peoplecert ITIL V3 Foundation」

質問 1

Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

（A）Incident model

（B）RACI model

（C）Continual service improvement (CSI) model

（D）The Deming Cycle

正解：B 解答を投票する

質問 2

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

（A）Where the vendor of an application is located

（B）Should application development be outsourced

（C）Whether to buy an application or build it

（D）Who the vendor of the storage devices will be

正解：C 解答を投票する

質問 3

Which of the following is the BEST description of a Business Case?

（A）A complaint by the business about a missed service level.

（B）A portable device designed for the secure storage and transportation of important documents

（C）A decision support and planning tool that projects the likely consequences of a business action

（D）The terms and conditions in an IT outsource contract.

正解：C 解答を投票する

質問 4

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

（A）Negotiating and agreeing Service Level Agreement

（B）Negotiating and agreeing Operational Level Agreements

（C）Only ensure that adequate technical resources are available.

（D）Ensuring that the information within the Service Catalogue is adequately protected and backed-up.

正解：D 解答を投票する

質問 5

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

（A）Service Design

（B）Service Transition

（C）Service Operation

（D）Service Strategy

正解：D 解答を投票する

質問 6

Customer perceptions and business outcomes help lo define what?

（A）Total cost of ownership (TCO)

（B）Key performance indicators (KPIs)

（C）The value off a service

（D）Governance

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 7

What should a service always deliver to customers?

（A）Value

（B）Resources

（C）Infrastructure

（D）Applications

正解：A 解答を投票する

質問 8

Which of the following is NOT defined as part of every process?

（A）Metrics

（B）Functions

（C）Inputs and outputs

（D）Roles

正解：B 解答を投票する

質問 9

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

（A）The Configuration Manager

（B）The Information Security Manager

（C）The Service Level Manager

（D）The Change Manager

正解：B 解答を投票する

質問 10

Where would you expect incident resolution targets to be documented?

（A）A Service Description

（B）A Service Level Agreement (SLA)

（C）A Request for Change (RFC)

（D）The Service Portfolio

正解：B 解答を投票する

質問 11

A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures

（A）1, 2 and 4 only

（B）1, 2 and 3 only

（C）1 and 2 only

（D）All of the above

正解：B 解答を投票する

質問 12

The BEST processes to automate are those that are:

（A）Simple and well understood

（B）Carried out by lots of people

（C）Carried out by Service Operations

（D）Critical to the success of the business mission

正解：A 解答を投票する

質問 13

Which of the following would a major problem review examine?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
What could be done better in the future

（A）1, 2 and 4 only

（B）1 only

（C）2 and 3 only

（D）All of the above

正解：D 解答を投票する

質問 14

Which is NOT a purpose of Service Transition?

（A）Provide training and certification in project management.

（B）Provide quality knowledge of Change, Release and Deployment Mgmt.

（C）Plan and manage the capacity and resource requirements to manage a release.

（D）Ensure that a service can be managed, operated and supported.

正解：A 解答を投票する

CMS7 無料問題集「Peoplecert ITIL V3 Foundation」

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