ITIL無料問題集「EXIN ITIL V3 Foundation」

質問 1

Which of the following is NOT one of thefive individual aspects of service design?

（A）Explanation:
QUESTIONNO: 71
Where would you expect incident resolution targets to be documented?
A. A service level agreement (SLA)
B. A request for change (RFC)
C. The service portfolio
D. A service description

（B）The design of the service portfolio, including the service catalogue

（C）The design of the technology architectures

（D）The design of new or changed services

（E）The design of market spaces

正解：E 解答を投票する

質問 2

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

（A）Stakeholders

（B）Employers

（C）Regulators

（D）Accreditors

正解：A 解答を投票する

質問 3

Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

（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 4

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

（A）Service operation: IT operations management

（B）Service strategy: Develop the offerings

（C）Service design: Design the processes

（D）Service transition: Plan and prepare for deployment

正解：C 解答を投票する

質問 5

A process owner is responsible for which of the following?
1.Defining theprocess strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process

（A）1, 2 and 4 only

（B）1, 2 and 3 only

（C）2, 3 and 4 only

（D）All of the above

正解：B 解答を投票する

質問 6

Which process has the following objective 'Establish new or changed services into supported
environments within the predicted cost, time and resource estimates'?

（A）Change management

（B）Service transition planning and support

（C）Service level management

（D）Service strategy

正解：B 解答を投票する

質問 7

Howis a service delivered between departmentsofsame organizationclassified?

（A）Internal Service

（B）Organizational service.

（C）Mission Critical service

（D）External Service

正解：A 解答を投票する

質問 8

What is the objective of Access Management?

（A）To manage access to the Service Desk

（B）To provide security staff for Data Centers and other buildings

（C）To manage the right to use a service or group of services

（D）To manage accessto computer rooms and other secure locations

正解：C 解答を投票する

質問 9

Which one of the following is an objective of service transition?

（A）To ensure that service changes create the expected business value

（B）To negotiate service levels for newservices

（C）To minimize the impact of service outages on day-to-day business activities

（D）To plan and manage entries in the service catalogue

正解：A 解答を投票する

質問 10

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 11

Which one of the following statements about incident reporting and logging is CORRECT?

（A）Incidents reported by technical staff must also be logged as problems

（B）All calls to the service desk must be logged as incidents

（C）Incidents can be reported by anyone who detects a disruption or potential disruption to
normal service

（D）Incidents can only be reported by users

正解：C 解答を投票する

質問 12

Which of the following BEST describes aChange Authority?

（A）A person that provides formal authorisation for a particular type of change.

（B）The Change Managerwho provides formal authorisation for each change

（C）A role, person or a group of people that provides formal authorisation for a particular type of change.

（D）The Change Advisory Board

正解：C 解答を投票する

質問 13

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 14

What is theBESTdescription of a change proposal?

（A）An RFC that must be implemented as soon as possible

（B）A justification for a change with significant cost or risk

（C）An authorised change submitted to release and deployment

（D）Any request for change (RFC.submitted to change management

正解：B 解答を投票する

質問 15

Which process analyses services that are no longer viable and when they should be retired?

（A）Change management

（B）Business relationship management

（C）Service portfolio management

（D）Service level management

正解：C 解答を投票する

質問 16

Availability management is directly responsible for the availability of which of the following?

（A）IT services and business processes

（B）IT services, components and business processes

（C）Components and business processes

（D）IT services and components

正解：D 解答を投票する

質問 17

Which of the following are the two primary elements that create value for customers?

（A）Value on investment (VOI) and return on investment (ROI)

（B）Service requirements andwarranty

（C）Customer and user satisfaction

（D）Resources and capabilities

正解：D 解答を投票する

質問 18

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?

（A）Cost

（B）Compliance

（C）Capacity

（D）Conformance

正解：B 解答を投票する

ITIL 無料問題集「EXIN ITIL V3 Foundation」

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