EX0-117無料問題集「EXIN ITIL Foundation (syllabus 2011)」

質問 1

Which one of the following is an objective of service catalogue management?

（A）Negotiating and agreeing operational level agreements

（B）Negotiating and agreeing service level agreement

（C）Ensuring that the service catalogue is made available to those approved to access it

（D）Only ensuring that adequate technical resources are available

正解：C 解答を投票する

質問 2

Which of the following activities are performed by a 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 3

Which one of the following functions would be responsible for the management of a data centre?

（A）Service desk

（B）Application management

（C）Technical management

（D）Facilities management

正解：D 解答を投票する

質問 4

Which process would you MOST expect to be involved in the management of underpinning contracts?

（A）Change management

（B）Service catalogue management

（C）Release and deployment management

（D）Supplier management

正解：D 解答を投票する

質問 5

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

（A）Service operation

（B）Continual service improvement

（C）Service strategy

（D）Service transition

正解：B 解答を投票する

質問 6

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

（A）A change

（B）A service object

（C）A known error

（D）An incident

正解：C 解答を投票する

質問 7

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 3 only

（B）1 and 2 only

（C）3 only

（D）All of the above

正解：A 解答を投票する

質問 8

Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

（A）1, 2 and 4 only

（B）1, 2 and 3 only

（C）2, 3 and 4 only

（D）1, 3 and 4 only

正解：A 解答を投票する

質問 9

The BEST description of an incident is:

（A）An unplanned disruption of service unless there is a backup to that service

（B）Any disruption to service whether planned or unplanned

（C）An unplanned interruption to service or a reduction in the quality of service

（D）Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

正解：C 解答を投票する

質問 10

Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.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 11

Which process is responsible for ensuring that appropriate testing takes place?

（A）Release and deployment management

（B）Service level management

（C）Knowledge management

（D）Service asset and configuration management

正解：A 解答を投票する

EX0-117 無料問題集「EXIN ITIL Foundation (syllabus 2011)」

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