ITIL無料問題集「EXIN ITIL V3 Foundation」

質問 1

. Which is an outcome of service design?

（A）Services and operational quality are enhanced

（B）User training and awareness for the service is maximized

（C）Standard Services are provided quickly and efficiently across the business

（D）Expectations setting of all stakeholders for the services improved

正解：A 解答を投票する

質問 2

From the perspective of the service provider, who is the person or group that agrees their service targets?

（A）The administrator

（B）The user

（C）The supplier

（D）The customer

正解：D 解答を投票する

質問 3

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

（A）Where are we now?

（B）Did we get there?

（C）Where do we want to be?

（D）How dowe get there?

正解：C 解答を投票する

質問 4

Service Acceptance criteria are used to?

（A）Ensure Portfolio Management is in place

（B）Ensure delivery and support of a service

（C）Ensure the design stage of the Lifecycle

（D）Ensure service Key Performance Indicators (KPIs) are reported

正解：B 解答を投票する

質問 5

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility ofwhich role?

（A）The Configuration Manager

（B）The Information Security Manager

（C）The Service Level Manager

（D）The Change Manager

正解：B 解答を投票する

質問 6

Which of the following CANNOT be stored and managed by a tool?

（A）Wisdom

（B）Information

（C）Data

（D）Knowledge

正解：A 解答を投票する

質問 7

Which one of the following are the two primary elements that create value for customers?

（A）Service requirements and warranty

（B）Resources andcapabilities

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

（D）Customer and user satisfaction

正解：B 解答を投票する

質問 8

Which one of the followingprovides the CORRECT list of processes within the service operation stage of the service lifecycle?

（A）Event management, incident management, problem management, request fulfilment, and access management

（B）Incident management, service desk, request fulfilment, access management, and event management

（C）Explanation:
QUESTIONNO: 101 With which process is problem management likely to share categorization and impact coding systems?
A. Incident management
B. Service asset and configuration management
C. Capacity management
D. IT service continuity management

（D）Incident management, problem management, service desk, request fulfilment, and event management

（E）Event management, incident management, changemanagement, and access management

正解：A 解答を投票する

質問 9

What processes represent the scope of financial management for IT services?

（A）Cost models and invoicing

（B）Budgeting, accounting and charging

（C）Charging, accounting and billing

（D）Budgeting, costing and charging

正解：B 解答を投票する

質問 10

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

（A）Requestfulfillment

（B）Release and deployment management

（C）Demand management

（D）Incident management

正解：A 解答を投票する

質問 11

In which core publication can you find detailed descriptions of Service Level Management,
Availability Management, Supplier Management and IT Service Continuity Management?

（A）Service Design

（B）Service Transition

（C）Service Operation

（D）Service Strategy

正解：A 解答を投票する

質問 12

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and serviceprovider
3.Defining how value is created

（A）1 only

（B）2 only

（C）3 only

（D）All of the above

正解：D 解答を投票する

質問 13

What is the PRIMARY process for strategic communication with the service provider's customers?

（A）Service desk

（B）Business relationship management

（C）Service catalogue management

（D）Service portfolio management

正解：B 解答を投票する

質問 14

What is theBESTdescription of a change proposal?

（A）An RFC that must be implemented as soon as possible

（B）A justification for a change with significant cost or risk

（C）An authorised change submitted to release and deployment

（D）Any request for change (RFC.submitted to change management

正解：B 解答を投票する

質問 15

Which statement about the emergencychange advisory board (ECAB) is CORRECT?

（A）The ECAB will be used for emergency changes where there may notbe time to call a full CAB

（B）The ECAB considers every high priority request for change (RFC)

（C）Amongst the duties of the ECAB is the review of completed emergency changes

（D）The ECAB will be chaired by the IT Director

正解：A 解答を投票する

質問 16

Which Function would provide staff to monitor events in a Network Operations Centre?

（A）Applications Management

（B）IT Operations Management

（C）Technical Management

（D）Service Desk

正解：B 解答を投票する

ITIL 無料問題集「EXIN ITIL V3 Foundation」

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