ITIL無料認定試験材料はこちらの505問題
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質問 # 222
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
- A. The service owner
- B. The process manager
- C. The process owner
- D. The process practitioner
正解：C
質問 # 223
Which one of the following do major incidents require?
- A. Longer timescales
- B. Less documentation
- C. Less urgency
- D. Separate procedures
正解：D
質問 # 224
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
- A. Monitoring and event management
- B. Service level management
- C. Relationship management
- D. Service desk
正解：D
質問 # 225
Which gives a user access to a system?
- A. Service agreement
- B. Service consumption
- C. Service requirement
- D. Service provision
正解：D
質問 # 226
What BEST describes an important principle of communication in service operation?
- A. It has an intended purpose or a resultant action.
- B. It has responsibility for creating policies.
- C. It focuses on creating a relationship between processes and products.
- D. It is efficient, effective and economical for all IT services.
正解：D
質問 # 227
How is a continual improvement register used?
- A. To record requests for provision of a resource or service
- B. To organize past, present, and future improvement ideas
- C. To authorize changes to implement improvement initiatives
- D. To provide a structured approach to implementing improvements
正解：D
解説：
The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements
https://www.bmc.com/blogs/itil-continual-improvement/
質問 # 228
At which stage of the service lifecycle should the processes needed to operate a new service be defined?
- A. Service transition: Plan and prepare for deployment
- B. Service operation: IT operations management
- C. Service strategy: Develop the offerings
- D. Service design: Design the processes
正解：D
質問 # 229
Which process would seek tounderstand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
- A. Service catalogue management
- B. Availability management
- C. Capacity management
- D. Business relationship management
正解：D
質問 # 230
Which guiding principle considers the importance of customer loyalty?
- A. Optimize and automate
- B. Start where you are
- C. Focus on value
- D. Progress iteratively with feedback
正解：C
質問 # 231
Which statement about value creating activities is CORRECT?
- A. A value stream is an operating model for creating value through products and services
- B. Each value stream should be designed with a specific combination of service value chain activities
- C. Organizations should ensure that each value stream is applicable to many scenarios
- D. Service value chain activities have pre-determined dependencies on ITIL practices
正解：B
質問 # 232
Which one of the following is the BEST definition ofthe term service management?
- A. Units of organizations with roles to perform certain activities
- B. A set of specialized organizational capabilities for providing value to customers in the form of services
- C. The management of functions within an organization to perform certain activities
- D. A group of interacting, interrelated, or independent components that form a unified whole, operating together fora common purpose
正解：B
質問 # 233
Which of these should be logged and managed as a problem?
- A. 'Continual improvement' needs to prioritize an improvement opportunity
- B. A user requests delivery of a laptop
- C. A monitoring tool detects a change of state for a service
- D. Trend analysis shows a large number of similar incidents
正解：D
質問 # 234
Where should incident resolution targets to be documented?
- A. The service portfolio
- B. A request for change (RFC.
- C. A service level agreement (SL
- D. A service description
正解：C
質問 # 235
Which value chain activity ensures that ongoing service activity meets user expectations?
- A. Obtain/build
- B. Engage
- C. Deliver and support
- D. Plan
正解：C
質問 # 236
Which term describes the functionality offered by a service?
- A. cost
- B. Warranty
- C. Risk
- D. Utility
正解：D
質問 # 237
What is the customer of a service responsible for?
- A. Authorizing the budget for the service
- B. Using the service
- C. Defining the requirements for the service
- D. Provisioning the service
正解：C
解説：
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;
https://www.bmc.com/blogs/itil-key-concepts-service-management/
質問 # 238
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
- A. Centralized
- B. Outsourced
- C. Local
- D. Virtual
正解：B
質問 # 239
Which is the addition, modification or removal of anything that could have an effect on services?
- A. A change
- B. An incident
- C. A problem
- D. An event
正解：A
質問 # 240
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