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質問 # 192
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
- A. The service catalogue management
- B. The IT service continuity management
- C. The service level management
- D. The supplier management
正解：D
質問 # 193
What does the continual service improvement (CSI) approach enable a business to achieve?
- A. It helps the stakeholders understand their customers.
- B. It helps the business in making decisions on improvement initiatives.
- C. It keeps the communication going within the business.
- D. It dictates the way the business interacts with external suppliers.
正解：A
質問 # 194
What term describes assurance that a product or service will meet its agreed requirements?
- A. Underpinning contract
- B. Service level agreement
- C. Warranty
- D. Utility
正解：C
解説：
Explanation
Warranty: is fit for use; how the service is delivered; assurance that a product or service will meet its agreed requirements for availability, capacity, security, continuity References:-https://www.quia.com/jg/2634480list.htmlhttps://itilblues.wordpress.com/2007/12/14/itil-v3-utility-
質問 # 195
Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?
- A. Service level management
- B. Service strategy
- C. Service transition planning and support
- D. Change management
正解：C
質問 # 196
Which is a reason why incident management interfaces with service level management?
- A. To ensure that the status of faulty configuration items (CI) is recorded
- B. To ensure that incident resolution times are aligned with business needs
- C. To ensure that problem records are circulated to all customers
- D. To ensure that incident workarounds are acceptable to the customers
正解：B
質問 # 197
Which of the following correctly states the relationship between urgency, priority and impact?
- A. Impact should be based on urgency and priority
- B. Urgency should be based on impact and priority
- C. Impact, priority and urgency are independent of each other
- D. Priority should be based on impact and urgency
正解：D
質問 # 198
What do customer perceptions and business outcomes help to define?
- A. Governance
- B. Key performance indicators (KPIs)
- C. Total cost of ownership (TCO)
- D. The value of a service
正解：D
質問 # 199
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
- A. Do
- B. Measure
- C. Perform
- D. Implement
正解：A
質問 # 200
Which process would you MOST expect to be involved in the management of underpinning contracts?
- A. Release and deployment management
- B. Service catalogue management
- C. Supplier management
- D. Change management
正解：C
質問 # 201
Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
- A. External Customers
- B. Operations
- C. Suppliers
- D. External Consultants
正解：C
質問 # 202
What are the categories of event described in the ITIL service operation book?
- A. Informational, scheduled, normal
- B. Warning, reactive, proactive
- C. Informational, warning, exception
- D. Scheduled, unscheduled, emergency
正解：C
質問 # 203
What should the IT service continuity process primarily support?
- A. Business continuity strategy
- B. All the services in the service portfolio
- C. Mission critical services at peak business periods
- D. Critical IT processes
正解：A
質問 # 204
What is the BEST definition of an internal service?
- A. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
- B. It is a supporting service delivered between functions of the IT service provider
- C. It is any customer-facing service delivered by an outsourced provider
- D. It is a service delivered between departments or business units in the same organization
正解：D
質問 # 205
What BEST describes the value of service transition to the business?
- A. It leads to gradual and continual improvement in service quality
- B. It provides quick and effective access to standard services
- C. It supports the creation of a catalogue of services
- D. It results in higher volumes of successful change
正解：D
質問 # 206
What do major incidents require?
- A. Longer timescales
- B. Less urgency
- C. Separate procedures.
- D. Less documentation
正解：C
質問 # 207
Which of the following is the best definition of service management?
- A. An internationally recognized methodology to provide valuable services to customers
- B. A set of specialized organizational capabilities for providing value to customers in the form of services
- C. A complete set of all the documentation required to deliver world class services to customers
- D. The ability to keep services highly available to meet the business needs
正解：B
質問 # 208
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT 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 4 only
- B. All of the above
- C. 1 and 2 only
- D. 1, 2 and 3 only
正解：D
質問 # 209
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