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

（A）Technology, customer, user

（B）Corporate, customer, technology

（C）Corporate, customer, service

（D）Service,user, IT

（A）Human resource model

（B）Configuration baseline

（C）Service model

（D）RACI matrix

（A）Academic research

（B）Standards

（C）Technology

（D）Internal experience

（A）A request for change

（B）A problem

（C）An incident

（D）An event

（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）To ensure strategic plans for IT services exist

（B）To ensure high levels of customer satisfaction

（C）To identify patterns of business activity

（D）To secure funding to manage the provision of services

（A）Change management

（B）Service transition planning and support

（C）Service level management

（D）Service strategy

（A）Service requirements and warranty

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

（C）Customer and user satisfaction

（D）Resources and capabilities

（A）Outside the normal working hours of the business unit.

（B）In an emergency when it is not possible to convene a full CAB.

（C）Following a full change advisory board (CAB) to resolve any outstanding agenda items.

（D）During peak or holiday periods when emergencies are more likely to occur.

（A）Commodity

（B）Resource

（C）Technical

（D）Customer

（A）Configuration management system (CMS)

（B）Standard operating procedures (SOP)

（C）Statement of requirements (SOR)

（D）Definitive media library (DML)

（A）The service catalogue management

（B）The service level management

（C）The supplier management

（D）The IT service continuity management

（A）Escalation

（B）Prioritization

（C）Detection

（D）Categorization

（A）Perform an activity

（B）Be accountable for the outcome of an activity

（C）Be kept up-to-date on the progress of an activity

（D）Manage an activity

（A）Incident management

（B）Request fulfilment

（C）Change fulfilment

（D）Event management

（A）People, process, partners, performance

（B）People, products, plans, partners

（C）Performance, process, products, plans

（D）People, process, products, partners

（A）Internal departments

（B）The facilities management function

（C）Customers

（D）Suppliers, manufacturers and vendors

（A）Restoring normal service operation as quickly as possible

（B）Minimizing the impact of incidents that cannot be prevented

（C）Eliminating recurring incidents

（D）Preventing problems and resulting incidents from happening

（A）Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

（B）Process metrics, software metrics and financial metrics

（C）Technology metrics, process metrics and service metrics

（D）Service metrics, technology metrics and Key Performance Indicator (KPI) metrics