ITIL無料問題集「EXIN ITIL V3 Foundation」

質問 1

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

（A）A request for change

（B）A definitive media library

（C）A knownerror database

（D）A capacity database

正解：C 解答を投票する

質問 2

When should tests for a new service be designed?

（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

正解：B 解答を投票する

質問 3

Match the following activities with the Deming Cycle stages
1.Monitor, Measure and Review
2.Continual Improvement
3.Implement Initiatives
4.Plan for Improvement

（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

正解：D 解答を投票する

質問 4

A consultant has made two recommendations to you in a report:
1.To include legal terminology in your Service Level Agreements (SLAs)
2.It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

（A）1 only

（B）Both of the above

（C）Neither of the above

（D）2 only

正解：C 解答を投票する

質問 5

What is a characteristic of a process?

（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

正解：B 解答を投票する

質問 6

What are the three types of metrics that an organization shouldcollect to support continual service improvement (CSI)?

（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

正解：A 解答を投票する

質問 7

Which stage of the change management process deals with what should be done if the change is unsuccessful?

（A）Remediation planning

（B）Prioritization

（C）Categorization

（D）Review and close

正解：A 解答を投票する

質問 8

Which of these statements about Service Desk staff is CORRECT?

（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

正解：A 解答を投票する

質問 9

How does Problem Management work with Change Management?

（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

正解：C 解答を投票する

質問 10

Which of the following defines the level of protection in Information Security Management?

（A）The Business

（B）The ISO27001 Standard

（C）The Service Level Manager

（D）The IT Executive

正解：A 解答を投票する

質問 11

Customer perceptions and business outcomes help to define what?

（A）Total cost of ownership (TCO)

（B）Key performance indicators (KPIs)

（C）The value of a service

（D）Governance

正解：C 解答を投票する

質問 12

Which of the following is the BEST definition of an Incident?

（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

正解：A 解答を投票する

質問 13

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

（A）Service level contract

（B）Operational contract

（C）Underpinning contract

（D）Serviceability contract

正解：C 解答を投票する

質問 14

Which of the following statements is CORRECT?

（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

正解：C 解答を投票する

質問 15

Who owns the specific costs and risks associated with providing a service?

（A）The Financedepartment

（B）The Customer

（C）The Service Level Manager

（D）The Service Provider

正解：D 解答を投票する

質問 16

Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

（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 17

What are theprocesses within Service Operation?

（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

正解：D 解答を投票する

質問 18

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

（A）A change

（B）A service object

（C）A known error

（D）An incident

正解：C 解答を投票する

ITIL 無料問題集「EXIN ITIL V3 Foundation」

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