ITIL-4-Foundation 無料問題集「ITIL 4 Foundation」

（A）Service requests

（B）Service level agreements

（C）Service offerings

（D）Service components

（A）Change management

（B）Access management

（C）Continual service improvement

（D）Service level management

（A）The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

（B）The testing of emergency can be eliminated in order to implement the change quickly

（C）Emergency changes should be authorized and implemented as service requests

（D）Emergency changes must be fully documented before authorization and implementation

（A）To maximize the number of successful service and product changes

（B）To set clear business-based targets for service levels

（C）To ensure that suppliers and their performance are managed appropriately

（D）To ensure accurate information about the configuration of services is available

（A）Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

（B）Systematically observe services and service components and record and report selected changes of state identified as events

（C）Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

（D）Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

（A）An emergency change

（B）An organizational change

（C）A standard change

（D）A normal change

（A）Management information systems and tools

（B）Risk analysis and management approach

（C）Management policy for business case creation

（D）Corporate governance and policy

（A）Outcome

（B）Warranty

（C）Output

（D）Utility

（A）Providing information about deployed changes to help manage incidents and problems.

（B）Tracking and managing improvement ideas from identification through to final action

（C）Providing a way to initiate normal changes

（D）Speeding up the planning and authorization of emergency changes

（A）To provide links to related changes and known errors

（B）To ensure that incidents with highest impact are resolved first

（C）To help information-sharing are learning

（D）To ensure that user expectations are realistic

（A）When the cause is identified but not resolved

（B）Alter a workaround is identified and documented

（C）When a user reports an unplanned service interruption

（D）After analysis of error information from a supplier

（A）Escalation

（B）Prioritization

（C）Detection

（D）Categorization

（A）To ensure that incidents with the highest business impact are resolved first

（B）To help automated matching of incidents to problems or known errors

（C）To identify which support team the incident should be escalated to

（D）To encourage a high level of collaboration within and between teams

（A）It should be based on the service provider's view of the service

（B）It should relate to simple operational metrics

（C）It should be simply written and easy to understand

（D）It should be written in legal language

（A）warranty

（B）costs

（C）information

（D）utility