最新的EXIN ITIL 4 Foundation - ITILFNDv4免費考試真題

A. Change enablement

B. Service level management

C. Continual improvement

D. Service desk

A. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

B. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

C. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences

D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

A. Increasing collaboration and visibility for the improvement

B. Involving customers after all planning has been completed

C. Engaging every stakeholder group in the same way, with the same communication

D. Restricting information about the improvement to essential stakeholders only

A. A continual improvement register

B. A service level agreement

C. An incident record

D. A change schedule

A. Each value chain activity identifies a requirement for resources from an external supplier

B. The service value chain converts value into demand

C. Each value chain activity uses different combinations of practices to convert inputs into outputs

D. The service value chain uses value streams to describe a combination of consumers and providers

A. It ensures a shared understanding of the current status and vision for all products and services across the organization

B. It ensures that service components are available when and where they are needed, and meet agreed specifications

C. It ensures continual improvement of products, services, and practices across all value chain activities

D. It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations

A. Analyzing the cause of problems

B. Establishing potential permanent solutions

C. Establishing problem workarounds

D. Analyzing information from software developers

A. The amount of money that is created or saved for the service consumers by using the service

B. A result for a stakeholder enabled by the outputs of the service

C. The benefits, usefulness, or importance of the service, as perceived by the stakeholders

D. A tangible or intangible deliverable of the service

A. Monitoring and event management

B. Service level management

C. Continual improvement

D. Information security management

A. An IT asset

B. A problem

C. An incident

D. A change

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4