ITIL-Foundation試験無料問題集「ITIL Foundation Certification - IT Service Management 認定」

A. A communications plan

B. A CSI register

C. A RACI model

D. A project charter

A. The resources that are utilized to provide value to customers through services.

B. An organization supplying services to only external customers.

C. The customer of an IT Service provider who defines and agrees the service targets.

D. The implementation and management of quality IT services that meet business needs.

A. A service object

B. An incident

C. A change

D. A known error

A. After implementation but before the post implementation review

B. Immediately after the change has failed and needs to be backed out

C. After the post implementation review has identified a problem with the change

D. Before the change is approved

A. Infrastructure trends

B. Cost of providing support

C. Patterns of business activity (PBA.

D. Service level agreements (SLA.

A. Demand for the services delivered by service providers are directly influenced by PBA

B. PBA are based on organizational roles and responsibilities

C. IT service providers CANNOT schedule changes until they understand PBA

D. Understanding PBA is the only way to enable accurate service level reporting

A. Service level management

B. Service design

C. Service operation

D. Service strategy

A. Continual service improvement

B. Service design

C. Service operation

D. Service strategy

A. Delivered service

B. Strategic service

C. Internal service

D. External service

A. Infrastructure trends

B. Service level agreements (SLA)

C. Cost of providing support

D. Patterns of business activity (PBA)

A. To restore service to a user

B. To prevent problems and their resultant Incidents

C. To eliminate recurring incidents

D. To manage problems throughout their lifecycle

A. Urgency should be based on impact and priority

B. Impact should be based on urgency and priority

C. Impact, priority and urgency are independent of each other

D. Priority should be based on impact and urgency

A. It optimizes overall business risk

B. It ensures that all changes are authorized by the change advisory board (CAB)

C. It optimizes financial exposure

D. It ensures that servicerequests follow the normal change management process

A. Information

B. Data

C. Knowledge

D. Wisdom