ITIL-F無料問題集「EXIN ITIL Foundation」

質問 1

What is the BEST description of an operational level agreement (OLA)?

（A）An agreement between the service provider and an external organization

（B）A document that describes to a customer how services will be operated on a day-to-day basis

（C）A document that describes business services to operational staff

（D）An agreement between the service provider and another part of the same organization

正解：D 解答を投票する

質問 2

What BEST describes the purpose of analyzing risk?

（A）To review transition planning

（B）To review remediation planning

（C）To assess impact and urgency

（D）To assess impact and probability

正解：D 解答を投票する

質問 3

Which process works with change management to ensure only authorized components are used?

（A）Service portfolio management

（B）Knowledge management

（C）Service asset and configuration management

（D）Financial management for IT services

正解：C 解答を投票する

質問 4

What is the pre-authorized change known as?

（A）A retrospective change

（B）An ordinary change

（C）A standard change

（D）A normal change

正解：C 解答を投票する

質問 5

Which statement is CORRECT?

（A）The service knowledge management system is part of the configuration management system.

（B）The configuration management system is part of the known error database

（C）The configuration management system is part of the service knowledge management system.

（D）The configuration management system is part of the configuration management database.

正解：C 解答を投票する

質問 6

Which of the following is an enabler of best practice?

（A）Academic research

（B）Standards

（C）Technology

（D）Internal experience

正解：C 解答を投票する

質問 7

Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

（A）Supplier capacity management

（B）Component capacity management

（C）Service capacity management

（D）Business capacity management

正解：D 解答を投票する

質問 8

What is used to control a process?

（A）Stakeholders

（B）Objectives

（C）Functions

（D）Inputs

正解：B 解答を投票する

質問 9

What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

（A）How do we keep the momentum going?

（B）How much did it cost?

（C）What is the value on investment (VOI)?

（D）What is the return on investment (ROI)?

正解：A 解答を投票する

質問 10

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）2 and 3 only

（B）1 and 3 only

（C）1 and 2 only

（D）All of the above

正解：D 解答を投票する

質問 11

Which term describes if a service is fit for use?

（A）Availability

（B）Serviceability

（C）Warranty

（D）Utility

正解：C 解答を投票する

質問 12

Which of the following is NOT an objective of request fulfillment?

（A）To provide information to users about what services are available and how to request them

（B）To provide a channel for users to request and receive standard services

（C）To source and deliver the components of standard services that have been requested

（D）To update the service catalogue with services that may be requested through the service desk

正解：D 解答を投票する

質問 13

In service design, which term describes services, technologies and tools?

（A）People

（B）Products

（C）Partners

（D）Processes

正解：B 解答を投票する

質問 14

Which reason describes why ITIL is so successful?

（A）It tells service providers exactly how to be successful

（B）It is designed to be used to manage projects

（C）It is not tied to any particular vendor platform

（D）The five ITIL volumes are concise

正解：C 解答を投票する

質問 15

Which of the following identifies the purpose of service transition planning and support?

（A）Provide overall planning for service transitions and co-ordinate the resources they require

（B）Ensure that all service transitions are properly authorized

（C）Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

（D）To define testing scripts to ensure service transitions are unlikely to ever fail

正解：A 解答を投票する

質問 16

Which of the following activities are performed by a service desk?
1 . Logging details of incidents and service requests
2 . Providing first-line investigation and diagnosis
3 . Restoring service
4 . Implementing all standard changes

（A）1, 2 and 3 only

（B）3 and 4 only

（C）All of the above

（D）2 and 4 only

正解：A 解答を投票する

質問 17

. When should a known error be raised?

（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

正解：C 解答を投票する

質問 18

Which of the following CANNOT be provided by a tool?

（A）Wisdom

（B）Information

（C）Data

（D）Knowledge

正解：A 解答を投票する

ITIL-F 無料問題集「EXIN ITIL Foundation」

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