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

質問 1

Which process would maintain policies, standards and models for service transition activities and processes?

（A）Change management

（B）Service transition planning and support

（C）Capacity management

（D）Release management

正解：B 解答を投票する

質問 2

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 3

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 4

Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

（A）1, 2 and 4 only

（B）1, 2 and 3 only

（C）2, 3 and 4 only

（D）1, 3 and 4 only

正解：A 解答を投票する

質問 5

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

（A）Change management

（B）Design coordination

（C）Service transition planning and support

（D）Service level management

正解：B 解答を投票する

質問 6

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the service provider could operate in

（A）1, 2 and 4 only

（B）1, 2 and 3 only

（C）1 and 2 only

（D）All of the above

正解：B 解答を投票する

質問 7

Which two elements of financial management for IT services are mandatory?

（A）Budgeting and charging

（B）Budgeting and accounting

（C）Costing and charging

（D）Accounting and charging

正解：B 解答を投票する

質問 8

Which of the following BEST describes a problem?

（A）The cause of one or more incidents

（B）The cause of two or more incidents

（C）A serious incident which has a critical impact to the business

（D）An issue reported by a user

正解：A 解答を投票する

質問 9

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

（A）Implement

（B）Perform

（C）Do

（D）Measure

正解：C 解答を投票する

質問 10

In which of the following should details of a workaround be documented?

（A）The service level agreement (SLA)

（B）The IT service plan

（C）The problem record

（D）The availability management information system

正解：C 解答を投票する

質問 11

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 12

Which process is responsible for the availability, confidentiality and integrity of data?

（A）Change management

（B）Service catalogue management

（C）Information security management

（D）Service asset and configuration management

正解：C 解答を投票する

質問 13

Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

（A）2 and 3 only

（B）1 and 3 only

（C）1 and 2 only

（D）All of the above

正解：D 解答を投票する

質問 14

With which process is problem management likely to share categorization and impact coding systems?

（A）Capacity management

（B）Incident management

（C）Service asset and configuration management

（D）IT service continuity management

正解：B 解答を投票する

質問 15

What is a service delivered between two business units in the same organization known as?

（A）Delivered service

（B）Strategic service

（C）Internal service

（D）External service

正解：C 解答を投票する

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

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