ITIL 無料問題集「EXIN ITIL Foundation (V4)」

（A）A person who approves a change

（B）A way to manage the people aspects of change

（C）A model used to determine who will assess a change

（D）A tool used to help changes

（A）To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

（B）To support the agreed service quality by effective handling of all agreed user-initiated service requests

（C）To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

（D）To capture demand for incident resolution and service requests

（A）Progress iteratively with feedback

（B）Start where you are

（C）Collaborate and promote visibility

（D）Think and work holistically

（A）To maximize the number of successful service and product changes

（B）To set clear business-based targets for service levels

（C）To ensure that suppliers and their performance are managed appropriately

（D）To ensure accurate information about the configuration of services is available

（A）The grouping of one or more services based on one or more products

（B）The management of resources needed to consume the service

（C）The management of resources configured to deliver the service

（D）The joint activities performed to ensure continual value co-creation

（A）Incident

（B）Known error

（C）Problem

（D）Event

（A）Organizations and people

（B）Partners and suppliers

（C）Information and technology

（D）Value streams and processes

（A）As soon as a solution for the problem has been identified

（B）As soon as the analysis of the frequency and impact of incidents justifies the change

（C）As soon as a workaround for the problem has been identified

（D）As soon as the analysis of cost, risks and benefits justifies the change

（A）Incident

（B）Known error

（C）Problem

（D）Event

（A）Start where you are

（B）Focus on value

（C）Collaborate and promote visibility

（D）Keep it simple and practical

（A）Identifying activities that can be achieved in smaller iterations

（B）Reducing the number of steps in the customer experience

（C）Assessing services to identify parts that can be reused

（D）Understanding what services help the service consumer

（A）An email server is restored after an incident is reported

（B）A defective network switch is replaced with a new one

（C）Server memory is increased when the server is unresponsive

（D）A server is restarted to resolve an incident

（A）Interfaces between all services and supporting services

（B）Fulfilment of business service requests

（C）Interfaces between the service catalogue and service portfolio

（D）Contribution to the definition of services

（A）Eliminating service requests which have complex workflows

（B）Understanding which service requests can be accomplished with limited approvals

（C）Separating requests relating to service failures from the degradation of services

（D）Creating new workflows for every service request

（A）3 and 4

（B）2 and 3

（C）1 and 2

（D）1 and 4

（A）A way to help create value by facilitating outcomes that service consumers need

（B）Activities that an organization performs to deliver services

（C）A formal description of one or more services, designed to address the needs of a service consumer

（D）Cooperation between two organizations to ensure that a service delivers value