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

質問 1

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 2

Which is the correct definition of a customer facing service?

（A）One which directly supports the business processes of customers

（B）A service that cannot be allowed to fail

（C）One which is not covered by a service level agreement

（D）A service not directly used by the business

正解：A 解答を投票する

質問 3

Which of the following BEST describes technical management?

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

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

（C）A function responsibilities for facilities management and building control systems

（D）Senior managers responsibilities for all staff within the technical support function

正解：A 解答を投票する

質問 4

Which one of the following is NOT a characteristic of a process?

（A）It is measureable

（B）It structure an organization

（C）It responds to specific events

（D）It delivers specific results

正解：B 解答を投票する

質問 5

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 6

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

（A）Service catalogue management

（B）Service level management

（C）Demand management

（D）Service transition

正解：A 解答を投票する

質問 7

Which role is accountable for the operational management of a process?

（A）Service manager

（B）Change manager

（C）Process manager

（D）Process practitioner

正解：C 解答を投票する

質問 8

Which of the following identifies the purpose of design coordination?

（A）Control of all supplier relationships from design right through to the production environment

（B）Ensuring all service designs have availability designed into them

（C）Designing of all the links between every service design process and all other processes in the service lifecycle

（D）Provide a single point of control for all activities and processes within the service design stage of the lifecycle

正解：D 解答を投票する

質問 9

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

（A）Service Design

（B）Continual Service Improvement

（C）Service Operation

（D）Service Strategy

正解：B 解答を投票する

質問 10

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 11

What are customers of IT services who work in the same organization as the service provider known as?

（A）Strategic customers

（B）Internal customers

（C）Valued customers

（D）External customers

正解：B 解答を投票する

質問 12

Which of the following identify the purpose of business relationship management?
1.To establish and maintain a business relationship between service provider and customer
2.To identify customer needs and ensure that the service provider is able to meet

（A）1 only

（B）Both of the above

（C）Neither of the above

（D）2 only

正解：B 解答を投票する

質問 13

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

（A）Change management

（B）Service level management

（C）Incident management

（D）Service asset and configuration management

正解：D 解答を投票する

質問 14

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

（A）Potential

（B）Products

（C）Preparation

（D）Profit

正解：B 解答を投票する

質問 15

What do customer perceptions and business outcomes help to define?

（A）Total cost of ownership (TCO)

（B）Key performance indicators (KPIs)

（C）The value of a service

（D）Governance

正解：C 解答を投票する

質問 16

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

（A）To deliver and manage IT services at agreed levels to business users and customers

（B）To proactively prevent all outages to IT services

（C）To decide how IT will engage with suppliers during the service lifecycle

（D）To design and build processes that will meet business needs

正解：A 解答を投票する

質問 17

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

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

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