ISEB-ITILV3F無料問題集「ISEB ITIL Foundation Certificate in IT Service Management」

質問 1

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

（A）The Service Desk Manager

（B）The Request Fulfilment Process Owner

（C）The Service Owner

（D）The Release Packaging and Build Manager

正解：B 解答を投票する

質問 2

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 Transition

（B）Service Level Management

（C）Demand Management

（D）Service Catalogue Management

正解：D 解答を投票する

質問 3

What are the three Service Provider business models?

（A）Internal Service provider, Outsourced 3rd party and Off-shore party

（B）Internal Service provider, External Service provider, Outsourced 3rd Party

（C）Internal Service provider, External Service provider, Shared Service Provider

（D）Internal Service Operations provider, External Service Operations provider, Shared Service
Unit

正解：C 解答を投票する

質問 4

The MAIN purpose of the Service Portfolio is to describe services in terms of?

（A）Business Value

（B）Service Level Requirements

（C）Functionality

（D）IT Assets

正解：A 解答を投票する

質問 5

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

（A）Value on Investment, Return on Investment

（B）Utility and Warranty

（C）Customer and User satisfaction

（D）Understanding Service Requirements and Warranty

正解：B 解答を投票する

質問 6

Which of the following is step 1 in the 7 Step Improvement Process?

（A）Prepare for action

（B）Identify gaps in Service Level Agreement (SLA achievement

（C）Where are we now?

（D）Define what you should measure

正解：D 解答を投票する

質問 7

A single release unit, or a structured set of release units can be defined within:

（A）The RACI Model

（B）A Request Model

（C）The Plan, Do, Check, Act (PDCA) cycle

（D）A Release Package

正解：D 解答を投票する

質問 8

Which of the following actions are you likely to take when closing a problem?
1. Close any related incident records
2. Check that the problem record contains a full historical description of all events

（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 9

Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

（A）Service Pipeline and Service Catalogue

（B）Functions and Processes

（C）Applications and Infrastructure

（D）Markets and Customers

正解：B 解答を投票する

質問 10

Which of the following is NOT an example of Self-Help capabilities?

（A）Requirement to always call the service desk for service requests

（B）Web front-end

（C）A direct interface into the back-end process-handling software

（D）Menu-driven range of self help and service requests

正解：A 解答を投票する

ISEB-ITILV3F 無料問題集「ISEB ITIL Foundation Certificate in IT Service Management」

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