ISEB-ITILF無料問題集「ISEB The Foundation Examination

質問 1

What is the name of the group that should review changes that must be implemented faster than the normal change process?

（A）Technical management

（B）Urgent change board

（C）Emergency change advisory board

（D）Urgent change authority

正解：C 解答を投票する

質問 2

Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

（A）1, 2 and 4 only

（B）1 only

（C）2 and 3 only

（D）All of the above

正解：D 解答を投票する

質問 3

Which one of the following do technology metrics measure?

（A）Customer satisfaction

（B）The end-to-end service

（C）Components

（D）Processes

正解：C 解答を投票する

質問 4

Which statement should NOT be part of the value proposition for Service Design?

（A）Improved quality of service

（B）Improved Service alignment with business goals

（C）Reduced total cost of ownership

（D）Better balance of technical skills to support live services

正解：D 解答を投票する

質問 5

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

（A）Service operation: IT operations management

（B）Service strategy: Develop the offerings

（C）Service design: Design the processes

（D）Service transition: Plan and prepare for deployment

正解：C 解答を投票する

質問 6

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

（A）Incident model

（B）RACI model

（C）Continual service improvement (CSI) approach

（D）The Deming Cycle

正解：B 解答を投票する

質問 7

Which process is responsible for providing the rights to use an IT service?

（A）Change management

（B）Request fulfillment

（C）Access management

（D）Incident management

正解：C 解答を投票する

質問 8

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

（A）A change

（B）A change model

（C）A change request

（D）A change advisory board

正解：A 解答を投票する

質問 9

What are underpinning contracts used to document?

（A）The provision of goods and services by third party suppliers

（B）The provision of IT services or business services by a service provider

（C）Service levels that have been agreed between the internal service provider and their customer

（D）Metrics and critical success factors (CSFs) for internal support teams

正解：A 解答を投票する

質問 10

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

（A）A change

（B）A service object

（C）A known error

（D）An incident

正解：C 解答を投票する

質問 11

Availability management is directly responsible for the availability of which of the following?

（A）IT services and business processes

（B）IT services, components and business processes

（C）Components and business processes

（D）IT services and components

正解：D 解答を投票する

質問 12

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

（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

正解：A 解答を投票する

質問 13

What is the act of transforming resources and capabilities into valuable service better known as?

（A）Incident management

（B）Resource management

（C）Service management

（D）Service support

正解：C 解答を投票する

質問 14

Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

（A）1 only

（B）Both of the above

（C）Neither of the above

（D）2 only

正解：D 解答を投票する

質問 15

Where would you expect incident resolution targets to be documented?

（A）A service description

（B）A request for change (RFC)

（C）The service portfolio

（D）A service level agreement (SLA)

正解：D 解答を投票する

質問 16

Which one of the following is the purpose of service level management?

（A）To create and populate a service catalogue

（B）To carry out the service operations activities needed to support current IT services

（C）To ensure that sufficient capacity is provided to deliver the agreed performance of services

（D）To ensure that an agreed level of IT service is provided for all current IT services

正解：D 解答を投票する

質問 17

Within service design, what is the key output handed over to service transition?

（A）Process definitions

（B）Measurement, methods and metrics

（C）Service portfolio design

（D）Service design package

正解：D 解答を投票する

質問 18

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

（A）Technology, process and service

（B）Return on investment (ROI), value on investment (VOI), quality

（C）Critical success factors (CSFs), key performance indicators (KPIs), activities

（D）Strategic, tactical and operational

正解：A 解答を投票する

質問 19

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 service provider
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

ISEB-ITILF 無料問題集「ISEB The Foundation Examination - ITIL®」

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