ITIL-Foundation 無料問題集「ITIL Foundation Certification - IT Service Management」

（A）IT services and business processes

（B）IT services, components and business processes

（C）Components and business processes

（D）IT services and components

（A）The desk provides 24 hour global support

（B）There is a single desk in one location serving the whole organization

（C）The desk is co-located within or physically close to the user community it serves

（D）The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

（A）To provide quality knowledge and information about services and service assets

（B）To plan and manage the capacity and resource requirements to manage a release

（C）To ensure that a service can be managed, operated and supported

（D）To provide training and certification in project management

（A）The management of functions within an organization to perform certain activities

（B）A set of specialized organizational capabilities for providing value to customers in the form of services

（C）A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

（D）Units of organizations with roles to perform certain activities

（A）To restore service to a user

（B）To manage problems throughout their lifecycle

（C）To prevent problems and resultant incidents

（D）To eliminate recurring incidents

（A）Strategic customers

（B）Internal customers

（C）Valued customers

（D）External customers

（A）It supports the creation of a portfolio of quantified services

（B）It defines the control of service assets and configurations

（C）It ensures IT services are continuously aligned to business requirements

（D）It reduces the duration and frequency of service outages

（A）To design and develop capabilities for service management

（B）To provide good-quality knowledge and information about services

（C）To ensure that a service can be managed and operated in accordance with constraints specified during design

（D）To plan the resources required to manage a release

（A）Change management

（B）Service level management

（C）Incident management

（D）Service asset and configuration management

（A）Service Design

（B）Continual Service Improvement

（C）Service Operation

（D）Service Strategy

（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

（A）Training tool administrators how to manage tools and monitoring tool performance in operational environment

（B）Development or purchase of tools and deployment of the tools

（C）Development or purchase of tools and deployment of the process

（D）Testing the tool and training process managers on using the process

（A）Service, user, IT

（B）Technology, customer, user

（C）Corporate, customer, technology

（D）Corporate, customer, service

（A）Incident model

（B）RACI model

（C）Continual service improvement (CSI) approach

（D）The Deming Cycle

（A）It is efficient, effective and economical for all IT services.

（B）It focuses on creating a relationship between processes and products.

（C）It has responsibility for creating policies.

（D）It has an intended purpose or a resultant action.

（A）2 and 3 only

（B）1 and 3 only

（C）1 and 2 only

（D）All of the above

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

（B）The design of the technology architectures

（C）The design of new or changed services

（D）The design of market spaces