ITIL-Foundation無料問題集「ITIL Foundation Certification

質問 1

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

（A）Service request

（B）Change policy

（C）Change proposal

（D）Risk register

正解：C 解答を投票する

質問 2

What guidance does ITIL give on the frequency of production of service reporting?

（A）Service reporting intervals must be defined and agreed with the customers

（B）Reporting intervals should be set by the service provider

（C）Reports should be produced weekly

（D）Service reporting intervals must be the same for all services

正解：A 解答を投票する

質問 3

Which of the following BEST describes technical management?

（A）A function responsible for facilities management and building control systems

（B）A function that includes providing technical expertise and overall management of the IT infrastructure

（C）Senior managers responsible for all staff within the technical support function

（D）A function that provides hardware repair services for technology involved in the delivery of service to customers

正解：B 解答を投票する

質問 4

Which of the following correctly states the relationship between urgency, priority and impact?

（A）Urgency should be based on impact and priority

（B）Impact, priority and urgency are independent of each other

（C）Impact should be based on urgency and priority

（D）Priority should be based on impact and urgency

正解：D 解答を投票する

質問 5

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 6

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

（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 7

Which statement BEST represents the guidance on incident logging?

（A）Only incidents reported to the service desk can be logged

（B）Incidents must only be logged if a resolution is not immediately available

（C）The service desk decide which incidents to log

（D）All incidents must be fully logged

正解：D 解答を投票する

質問 8

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

（A）No: a known error record should be created with the next release of the service

（B）No: a known error record is created when the original incident is raised

（C）Yes: for information purposes, a known error record can be created at any time it is prudent to do so

（D）No: the Known Error should be created before the problem is logged

正解：C 解答を投票する

質問 9

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

（A）A request for change

（B）A definitive media library

（C）A capacity database

（D）A known error database

正解：D 解答を投票する

質問 10

Which service lifecycle stage provides the following values to the business?

（A）Service operation

（B）Service strategy

（C）Service design

（D）Service transition

正解：A 解答を投票する

質問 11

What is the CORRECT definition of service management?

（A）A set of specialised assets for transitioning services into the live operational environment

（B）A group of people that manages services to fulfil the needs of users and customers

（C）A set of specialised organisational capabilities for delivering value to customers in the form of services

（D）A group of events that meet the demand from customers for services that they receive

正解：C 解答を投票する

質問 12

Which one of the following is it the responsibility of supplier management to negotiate and agree?

（A）The service portfolio

（B）Third-party contracts

（C）Service level agreements (SLAs)

（D）Operational level agreements (OLAs)

正解：B 解答を投票する

質問 13

Which process is responsible for low risk, frequently occurring, low cost changes?

（A）Release and deployment management

（B）Demand management

（C）Incident management

（D）Request fulfilment

正解：D 解答を投票する

質問 14

Which one of the following would NOT be defined as part of every process?

（A）Metrics

（B）Functions

（C）Inputs and outputs

（D）Roles

正解：B 解答を投票する

質問 15

Which one of the following would NOT involve event management?

（A）Monitoring the status of configuration items

（B）Intrusion detection

（C）Recording and monitoring environmental conditions in the data centre

（D）Recording service desk staff absence

正解：D 解答を投票する

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

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