ITIL 無料問題集「EXIN ITIL V3 Foundation」

（A）A request for change

（B）A definitive media library

（C）A knownerror database

（D）A capacity database

（A）Before the service is designed

（B）At the same time as the service is designed

（C）As part of Service Transition

（D）After the service has been designed, before the service is handed over to ServiceTransition

（A）1 Plan, 2 Do, 3 Check, 4 Act

（B）2 Plan, 3 Do, 4 Check, 1 Act

（C）3 Plan, 2 Do, 4 Check, 1 Act

（D）4 Plan, 3 Do, 1 Check, 2 Act

（A）1 only

（B）Both of the above

（C）Neither of the above

（D）2 only

（A）It does not react to a specific trigger

（B）Itis performance driven and measureable

（C）It provides generic technical skills and resources

（D）It requires a specific tool

（A）Technology, process and service

（B）Return on investment (ROI), value on investment (VOI), quality

（C）Critical success factors (CSFs), key performance indicators (KPIs), activities

（D）Strategic, tactical and operational

（A）Remediation planning

（B）Prioritization

（C）Categorization

（D）Review and close

（A）The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

（B）TheService Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

（C）Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

（D）Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

（A）By installing changes to fix problems

（B）By negotiating with Incident Management for changes in IT for Problem resolution

（C）By issuing RFCs for permanent solutions

（D）By working with users to change their IT configurations

（A）The Business

（B）The ISO27001 Standard

（C）The Service Level Manager

（D）The IT Executive

（A）Total cost of ownership (TCO)

（B）Key performance indicators (KPIs)

（C）The value of a service

（D）Governance

（A）An unplanned interruption to an IT service or reduction in the quality of an IT service

（B）A change of state which has significance for the management of a Configuration Item or IT Service

（C）A warning that a threshold has been reached, something has changed, or a failure has occurred

（D）Loss of ability to operate to specification, or to deliver the required output

（A）Service level contract

（B）Operational contract

（C）Underpinning contract

（D）Serviceability contract

（A）The CMS is part of the Configuration Management Data Base (CMDB)

（B）The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

（C）The KEDB and the CMS form part of the larger SKMS

（D）The Service Knowledge Management System (SKMS) is part of the CMS

（A）The Financedepartment

（B）The Customer

（C）The Service Level Manager

（D）The Service Provider

（A）2 and 3 only

（B）1 and 3 only

（C）1 and 2 only

（D）All of the above

（A）Incident Management, ProblemManagement, Service Desk, Request Fulfillment and Management

（B）Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

（C）Event Management, Incident Management. Change Management and Access Management

（D）Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management

（A）A change

（B）A service object

（C）A known error

（D）An incident