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質問 60
Which of the following is NOT a valid objective of problem management?
- A. To manage problems throughout their lifecycle
- B. To restore service to a user
- C. To eliminate recurring incidents
- D. To prevent problems and their resultant Incidents
正解: B
質問 61
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 62
Why is ITIL successful?
- A. It can be fully implemented in 30 days
- B. It makes technology architecture easy to design
- C. Its practices are applicable to any IT organisation
- D. It always guarantees cost savings
正解: C
質問 63
Which of the following is the BEST description of a service-based service level agreement (SLA)?
- A. The SLA covers an individual customer group for all services they use
- B. An SLA for a service with no customers
- C. The SLA covers one service, for all the customers of that service
- D. An SLA that covers all customers for all services
正解: C
質問 64
Which of the following is NOT an objective of Continual Service Improvement?
- A. Review and analyze Service Level Achievement results
- B. Identify activities to improve the efficiency of service management processes
- C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
- D. Conduct activities to deliver and manage services at agreed levels to business users
正解: D
質問 65
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
- A. All of the above
- B. 1, 2 and 3 only
- C. 2, 3 and 4 only
- D. 1, 2 and 4 only
正解: B
質問 66
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- A. Administrator
- B. Supplier
- C. Customer
- D. User
正解: C
質問 67
What do major incidents require?
- A. Longer timescales
- B. Separate procedures.
- C. Less urgency
- D. Less documentation
正解: B
質問 68
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 and 2 only
- B. All of the above
- C. 1, 2 and 3 only
- D. 1, 2 and 4 only
正解: C
質問 69
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 70
Which statement about services is CORRECT?
- A. Internal services are delivered to external customers
- B. External services are delivered to external customers
- C. Internal services are provided by suppliers to the internal IT department
- D. External services are provided to business units in the same organisation
正解: C
質問 71
What BEST defines roles and responsibilities in relation to process and activities?
- A. Service model
- B. RACI matrix
- C. Configuration baseline
- D. Human resource model
正解: B
質問 72
What is a service delivered between two business units in the same organization known as?
- A. External service
- B. Delivered service
- C. Strategic service
- D. Internal service
正解: D
質問 73
Which of the following are CORRECT
1) Service Solutions for new or changed services
2) Management policies and guidelines
3) Business requirements technology and management architectures
4) Process requirements technology and management architectures
- A. 2 and 3
- B. 1 and 4
- C. 1 and 2
- D. 3 and 4
正解: B
質問 74
Which statement about the service portfolio is TRUE?
- A. It is an integral part of the service catalogue
- B. It allows the organization unlimited resources when planning for new service deployments
- C. It represents all resources presently engaged or being released in various stages of the service lifecycle
- D. The service portfolio includes all services except those managed by third parties
正解: C
質問 75
What are customers of IT services who work in the same organization as the service provider known as?
- A. Internal customers
- B. Valued customers
- C. External customers
- D. Strategic customers
正解: A
質問 76
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 77
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 78
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
- A. 1 and 2 only
- B. 1 and 3 only
- C. 2 and 3 only
- D. All of the above
正解: D
質問 79
What is the CORRECT definition of service management?
- A. A group of events that meet the demand from customers for services that they receive
- B. A group of people that manages services to fulfil the needs of users and customers
- C. A set of specialised organisational capabilities for delivering value to customers in the form of services
- D. A set of specialised assets for transitioning services into the live operational environment
正解: C
質問 80
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- A. Employers
- B. Accreditors
- C. Stakeholders
- D. Regulators
正解: C
質問 81
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