ITIL試験無料問題集（515題）「EXIN ITIL V3 Foundation 認定」

出題：1

Which of the following CANNOT be stored and managed by a tool?

A. Information

B. Data

C. Knowledge

D. Wisdom

正解：D 解答を投票する

出題：2

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 only

B. 1 and 2 only

C. All of the above

D. 1, 2 and 4 only

正解：A 解答を投票する

出題：3

Which one of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate

B. Ensuring that all operational services are recorded in the service catalogue

C. Ensuring that service level agreements are maintained

D. Ensuring that information in the service catalogue is consistent with information in the service portfolio

正解：C 解答を投票する

出題：4

Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

A. Development or purchase of tools and deployment of the tools

B. Development or purchase of tools and deployment of the process

C. Testing the tool and training process managers on using the process

D. Training tool administrators how to manage tools and monitoringtool performance in operationalenvironment

正解：B 解答を投票する

出題：5

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A. Supplier

B. Administrator

C. User

D. Customer

正解：D 解答を投票する

出題：6

WhatBESTdescribes the value of continual service improvement to the business?

A. It improves governance by building controls into service designs

B. It supports the creation of a portfolio of quantified services

C. It results in gradual improvement in cost effectiveness

D. It provides quick and effective access to standard services

正解：C 解答を投票する

出題：7

Which is the correct combination of items that makes up an IT service?

A. Information technology, networks and people

B. People, process and customers

C. Customers, providers and documents

D. Information technology, people and processes

正解：D 解答を投票する

出題：8

Which of the following statements is CORRECT?

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

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

C. The KEDB and the CMS form part of the larger SKMS

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

正解：C 解答を投票する

出題：9

What BEST describes an important principle of communication in service operation?

A. It focuses on creating a relationship between processes and products.

B. It has an intended purpose or a resultant action.

C. It is efficient, effective and economical for all IT services.

D. It has responsibility for creating policies.

正解：C 解答を投票する

出題：10

Which of the following is an example of capabilities?

A. A software update downloaded automatically to all laptops in an organization

B. Menu driven range of facilities used to access service requests

C. Calls to the service desk to register standard changes

D. Software to allow programmers to debug code

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：11

Which is theCORRECTactivity to carry out the "How do we get there" phase of the Continual
Service Improvement approach?

A. Policy and governance review

B. Baseline assessments

C. Service and process improvement

D. Measurable targets

正解：C 解答を投票する

出題：12

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. The change authorization board

B. The change implementer

C. The change advisory board

D. The change manager

正解：C 解答を投票する

出題：13

Can service operation improve efficiency in the business operation by automating common routines?

A. Yes, through automating common routines and introducing the service knowledge management System (SKMS)

B. No, automating common routines only results in preventing common problems

C. Yes, through automating common routines, more productive work can be carried out

D. No, automating common routines improves effectiveness but not efficiency

正解：A 解答を投票する

出題：14

Which of the following is NOT a benefit of using public frameworks and standards?

A. They are always free ensuring they can be implemented quickly

B. They make collaboration between organizations easier by giving a common language

C. Knowledge of public frameworks is more likely to be widely distributed

D. They are validated across a wide range of environments making them more robust

正解：A 解答を投票する

出題：15

Which one of the following is it the responsibility of supplier management to negotiate and agree?

A. The service portfolio

B. Service level agreements (SLAs)

C. Operational level agreements (OLAs)

D. Third-party contracts

正解：D 解答を投票する

出題：16

Which of the following CANNOT be stored and managed by a tool?

A. Information

B. Data

C. Knowledge

D. Wisdom

正解：D 解答を投票する

出題：17

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and serviceprovider
3.Defining how value is created

A. 1 only

B. 2 only

C. 3 only

D. All of the above

正解：D 解答を投票する

出題：18

In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement (OLA)

B. Service level agreement (SLA)

C. SLA monitoring chart (SLAM)

D. Capacity plan

正解：C 解答を投票する

ITIL試験無料問題集「EXIN ITIL V3 Foundation 認定」