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質問 39
Which process would be used to compare the value that newer services have offered over those they have replaced?
- A. Service portfolio management
- B. Capacity management
- C. Availability management
- D. Service catalogue management
正解: A
質問 40
Who is responsible for defining metrics for change management?
- A. The change management process owner
- B. The service owner
- C. The change advisory board (CAB)
- D. The continual service improvement manager
正解: A
質問 41
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- A. A known error database
- B. A definitive media library
- C. A capacity database
- D. A request for change
正解: A
質問 42
Which of the following is the BEST reason for categorizing incidents?
- A. To establish trends for use in problem management and other IT service management (ITSM) activities
- B. To enable the incident management database to be partitioned for greater efficiency
- C. To ensure service levels are met and breaches of agreements are avoided
- D. To identify whether the user is entitled to log an incident for this particular service
正解: A
質問 43
Which of the following identifies the purpose of service transition planning and support?
- A. To define testing scripts to ensure service transitions are unlikely to ever fail
- B. Ensure that all service transitions are properly authorized
- C. Provide overall planning for service transitions and co-ordinate the resources they require
- D. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
正解: C
質問 44
What should the IT service continuity process primarily support?
- A. Mission critical services at peak business periods
- B. All the services in the service portfolio
- C. Business continuity strategy
- D. Critical IT processes
正解: C
質問 45
What BEST describes the value of service transition to the business?
- A. It provides quick and effective access to standard services
- B. It results in higher volumes of successful change
- C. It leads to gradual and continual improvement in service quality
- D. It supports the creation of a catalogue of services
正解: B
質問 46
Which one of the following is the BEST definition of the term 'service management'?
- A. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
- B. Units of organizations with roles to perform certain activities
- C. A set of specialized organizational capabilities for providing value to customers in the form of services
- D. The management of functions within an organization to perform certain activities
正解: C
質問 47
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
- A. Manage an activity
- B. Perform an activity
- C. Be accountable for the outcome of an activity
- D. Be kept up-to-date on the progress of an activity
正解: D
質問 48
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
- A. Capacity management
- B. Design coordination
- C. Availability management
- D. Release management
正解: B
質問 49
What BEST describes the value of service design to the business?
- A. It reduces total cost of ownership (TCO) of services
- B. It provides quick and effective access to standard services
- C. It improves the control of service assets and configurations
- D. It supports the creation of a portfolio of quantified services
正解: A
質問 50
What is a characteristic of a process?
- A. It requires a specific tool
- B. It provides generic technical skills and resources
- C. It does not react to a specific trigger
- D. It is performance driven and measurable
正解: D
質問 51
How many people should be accountable for a process as defined in the RACI model?
- A. Two - the process owner and the process enactor
- B. Only one - the process owner
- C. As many as necessary to complete the activity
- D. Only one - the process architect
正解: B
質問 52
Which process is responsible for ensuring that appropriate testing takes place?
- A. Knowledge management
- B. Release and deployment management
- C. Service level management
- D. Service asset and configuration management
正解: B
質問 53
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
- A. Continual Service Improvement
- B. Service Operation
- C. Service Design
- D. Service Strategy
正解: A
質問 54
What BEST defines serviceability?
- A. How quickly a service or component can be restored to normal working order
- B. The ability of a third-party supplier to meet the terms of its contract
- C. The part of the business process that is critical to providing the service
- D. How long a service or component can perform its agreed function without failure
正解: B
質問 55
In service design, which term describes services, technologies and tools?
- A. People
- B. Processes
- C. Partners
- D. Products
正解: D
質問 56
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