ITIL-F 無料問題集「EXIN ITIL Foundation」

（A）Change management

（B）Service catalogue management

（C）Financial management for IT services

（D）IT service continuity management

（A）Suspicion or detection of a cause of one or more incidents by the service desk

（B）Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

（C）Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

（D）Trending of historical incident records to identify one or more underlying causes

（A）2 and 3 only

（B）1 and 3 only

（C）1 and 2 only

（D）All of the above

（A）To restore service to a user

（B）To manage problems throughout their lifecycle

（C）To prevent problems and resultant incidents

（D）To eliminate recurring incidents

（A）Outside the normal working hours of the business unit.

（B）In an emergency when it is not possible to convene a full CAB.

（C）Following a full change advisory board (CAB) to resolve any outstanding agenda items.

（D）During peak or holiday periods when emergencies are more likely to occur.

（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

（A）Monitoring the status of configuration items

（B）Intrusion detection

（C）Recording and monitoring environmental conditions in the data centre

（D）Recording service desk staff absence

（A）Restoring normal service operation as quickly as possible

（B）Minimizing the impact of incidents that cannot be prevented

（C）Eliminating recurring incidents

（D）Preventing problems and resulting incidents from happening

（A）A functional escalation

（B）An incident resolution

（C）A hierarchic escalation

（D）A service level escalation

（A）Technicians

（B）Functions

（C）Roles

（D）Processes

（A）Service level management

（B）Financial management

（C）Demand management

（D）Risk management

（A）It structures an organization

（B）It is measurable

（C）It responds to specific events

（D）It delivers specific results

（A）Service portfolio management

（B）Knowledge management

（C）Service asset and configuration management

（D）Financial management for IT services

（A）The ability of a third-party supplier to meet the terms of its contract

（B）How quickly a service or component can be restored to normal working order

（C）How long a service or component can perform its agreed function without failure

（D）The part of the business process that is critical to providing the service

（A）2 and 3 only

（B）1 and 3 only

（C）1 and 2 only

（D）All of the above

（A）Passing an incident to people with a greater level of technical skill

（B）Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

（C）Failing to meet the incident resolution times specified in a service level agreement

（D）Notifying more senior levels of management about an incident