[2024年01月09日] 最新のITIL-Foundation試験の的確なITIL Foundation Certification - IT Service ManagementのPDF問題
ITIL-Foundation試験問題を練習するならGoShiken顕著なITIL Foundation Certification - IT Service Management試験練習問題集
ITIL-Foundation認定試験は、ITサービス管理のキャリアを追求する個人にとって重要な資格です。この認定試験は、Information Technology Infrastructure Library（ITIL）によって提供され、世界的に認められています。試験は、ITサービス管理に関連するITILコンセプト、ITILフレームワーク、サービス戦略、サービス設計、サービス移行、サービス運用、継続的サービス改善を含む候補者の知識と理解をテストするように設計されています。
質問 # 56
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
- 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 # 57
How should entries in the CSI register be categorized?
- A. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
- B. Based on priority, urgency and impact to the business and to all its stakeholders
- C. Based on IT service name, cost to the business and expected outcomes to the customer
- D. Based on best improvement opportunities in the organization to achieve a competitive advantage
正解：A
質問 # 58
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
- A. The process owner
- B. The IT director
- C. The customer
- D. The service owner
正解：A
質問 # 59
Which role is responsible for carrying out the activities of a process?
- A. Service manager
- B. Change manager
- C. Process owner
- D. Process practitioner
正解：D
質問 # 60
Which three types of metric support Continual Service Improvement (CSI) activities?
- A. Technology metrics, process metrics and service metrics
- B. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
- C. Process metrics, software metrics and financial metrics
- D. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
正解：A
質問 # 61
In service design, which term describes services, technologies and tools?
- A. People
- B. Processes
- C. Products
- D. Partners
正解：C
質問 # 62
Which one of the following is it the responsibility of supplier management to negotiate and agree?
- A. Third-party contracts
- B. The service portfolio
- C. Operational level agreements (OLAs)
- D. Service level agreements (SLAs)
正解：A
質問 # 63
Which processes ensure the targets in the underpinning contracts are appropriate?
- A. Configuration management and service portfolio management
- B. Service level management and availability management
- C. Supplier management and service level management
- D. Design coordination and service level management
正解：C
質問 # 64
Which process works with incident management to ensure that security breaches are detected and logged?
- A. Continual Service improvement
- B. Service level management
- C. Change management
- D. Access Management
正解：C
質問 # 65
What BEST describes the value of continual service improvement to the business?
- A. It improves governance by building controls into service designs
- B. It results in gradual improvement in cost effectiveness
- C. It supports the creation of a portfolio of quantified services
- D. It provides quick and effective access to standard services
正解：B
質問 # 66
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
- A. Strategic, tactical and operational
- B. Technology, process and service
- C. Return on investment (ROI), value on investment (VOI), quality
- D. Critical success factors (CSFs), key performance indicators (KPIs), activities
正解：B
質問 # 67
Which is an objective of the service design lifecycle stage?
- A. To embed continual service improvement (CSI) in all service design activities
- B. To ensure that all service design activities use the minimum amount of resources
- C. To create and maintain a portfolio of quantified services
- D. To monitor service level targets as agreed in service level agreements
正解：A
解説：
Explanation
http://www.greycampus.com/opencampus/itil-foundation/introduction-about-service-design
質問 # 68
Which one of the following do technology metrics measure?
- A. The end-to-end service
- B. Components
- C. Customer satisfaction
- D. Processes
正解：B
質問 # 69
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. 2, 3 and 4 only
- B. 1, 2 and 4 only
- C. 1, 2 and 3 only
- D. All of the above
正解：C
質問 # 70
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
- A. A service level escalation
- B. A functional escalation
- C. A hierarchic escalation
- D. An incident resolution
正解：C
質問 # 71
What is a change of state that has significance for the management of a configuration item (CI) called?
- A. A request for change (RFC.
- B. A baseline
- C. An event
- D. A change to a service level agreement
正解：C
質問 # 72
What BEST describes the customers and users of an IT service provider?
- A. Customers sell IT services; users improve IT services
- B. Customers design IT services; users test IT services
- C. Customers buy IT services; users use IT services
- D. Customers agree the service levels; users buy IT services
正解：C
質問 # 73
Which of the following are basic concepts used in access management?
- A. Normal, temporary, emergency, personal, group
- B. Rights, access, identity, directory services, service/service components
- C. Physical, personnel, network, emergency, service
- D. Personnel, electronic, network, emergency, identity
正解：B
質問 # 74
Which one of the following includes four stages called Plan, Do, Check and Act?
- A. The service lifecycle
- B. The continual service improvement approach
- C. The Deming Cycle
- D. The seven-step improvement process
正解：C
質問 # 75
Service transition contains detailed descriptions of which processes?
- A. Service asset and configuration management, release and deployment management, request fulfilment
- B. Change management, service asset and configuration management, release and deployment management
- C. Change management, capacity management event management, service request management
- D. Service level management, service portfolio management, service asset and configuration management
正解：B
質問 # 76
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
- A. Both of the above
- B. 2 only
- C. 1 only
- D. Neither of the above
正解：A
質問 # 77
Remediation planning is BEST described in which of the following ways?
- A. Planning the steps required to be taken if a change is unsuccessful
- B. Planning how to advise the change requestor of a failed change
- C. Planning how to compensate a user for a failed change
- D. Planning how to recover the cost of a change
正解：A
質問 # 78
The remediation plan should be evaluated at what point in the change lifecycle?
- A. Immediately after the change has failed and needs to be backed out
- B. After implementation but before the post implementation review
- C. After the post implementation review has identified a problem with the change
- D. Before the change is approved
正解：D
質問 # 79
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