最新的ISEB ISEB-ITILF免費考試真題

問題1

Which statement should NOT be part of the value proposition for Service Design?

A. Reduced total cost of ownership

B. Better balance of technical skills to support live services

C. Improved quality of service

D. Improved Service alignment with business goals

正確答案: B

問題2

What do customer perceptions and business outcomes help to define?

A. Key performance indicators (KPIs)

B. The value of a service

C. Governance

D. Total cost of ownership (TCO)

正確答案: B

問題3

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. The SLA covers one service, for all the customers of that service

C. An SLA for a service with no customers

D. An SLA that covers all customers for all services

正確答案: B

問題4

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. Neither of the above

D. 1 only

正確答案: A

問題5

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A. The customer

B. The process owner

C. The IT director

D. The service owner

正確答案: B

問題6

Which of the following is the best definition of service management?

A. The ability to keep services highly available to meet the business needs

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. An internationally recognized methodology to provide valuable services to customers

D. A complete set of all the documentation required to deliver world class services to customers

正確答案: B

問題7

Which process is responsible for the availability, confidentiality and integrity of data?

A. Service catalogue management

B. Change management

C. Service asset and configuration management

D. Information security management

正確答案: D

問題8

Which one of the following would NOT involve event management?

A. Recording service desk staff absence

B. Intrusion detection

C. Recording and monitoring environmental conditions in the data centre

D. Monitoring the status of configuration items

正確答案: A

問題9

Which one of the following functions would be responsible for the management of a data centre?

A. Facilities management

B. Technical management

C. Service desk

D. Application management

正確答案: A

問題10

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. Return on investment (ROI), value on investment (VOI), quality

B. Technology, process and service

C. Critical success factors (CSFs), key performance indicators (KPIs), activities

D. Strategic, tactical and operational

正確答案: B

問題11

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A. IT service continuity management

B. Change management

C. Service catalog management

D. Financial management for IT services

正確答案: A

說明：（僅 Fast2test 成員可見）

問題12

What is the primary focus of business capacity management?

A. Review of all capacity supplier agreements and underpinning contracts with supplier management

B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

C. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

D. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

正確答案: C

問題13

In which document would you expect to see an overview of actual service achievements against targets?

A. SLA monitoring chart (SLAM)

B. Operational level agreement (OLA)

C. Service level agreement (SLA)

D. Capacity plan

正確答案: A

問題14

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change request

B. A change model

C. A change

D. A change advisory board

正確答案: C

問題15

Which one of the following is NOT an objective of problem management?

A. Restoring normal service operation as quickly as possible

B. Preventing problems and resulting incidents from happening

C. Eliminating recurring incidents

D. Minimizing the impact of incidents that cannot be prevented

正確答案: A

最新的ISEB The Foundation Examination - ITIL® - ISEB-ITILF免費考試真題

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