最新的ITIL Foundation Certification - IT Service Management - ITIL-Foundation免費考試真題

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

A. 1 and 2 only

B. 2 and 3 only

C. All of the above

D. 1 and 3 only

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

A. To ensure that all changes are assessed for their impact on service designs

B. To ensure service design packages are handed over to service transition

C. TO handover new service level requirements to the service level management process

D. TO document the initial structure and relationship between services and customers

A. The process practitioner

B. The process manager

C. The process owner

D. The service owner

A. Naming and numbering conventions

B. The risk register for the release

C. Entry and exit criteria of the release into testing

D. Roles and responsibilities for the release

A. Supplier management and change management

B. Supplier management and service level management

C. Availability management and service level management

D. Supplier management and availability management

A. An internal service provider that is embedded within a business unit

B. Technical implementation of supporting IT infrastructure components

C. The implementation and management of quality IT services that meet business needs

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

A. It is a structured document with definitive information regarding all live IT services, including those available for deployment

B. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected

C. It is a secure library in which the latest versions of authorized software items are stored and protected

D. It is a set of tools and databases that is used to manage knowledge, information and data

A. Local service desk

B. Specialized service desk

C. Virtual Service desk

D. Centralized Service desk

A. Metrics and critical success factors (CSFs) for internal support teams

B. The provision of goods and services by third party suppliers

C. The provision of IT services or business services by a service provider

D. Service levels that have been agreed between the internal service provider and their customer

A. An issue reported by a user

B. The cause of two or more incidents

C. The cause of one or more incidents

D. A serious incident which has a critical impact to the business

A. Costing and charging

B. Budgeting and charging

C. Accounting and charging

D. Budgeting and accounting

A. Service level management

B. Service design

C. Service strategy

D. Service operation