최신 ITIL-4-Foundation 무료덤프

문제1

Which service request management decisions require that policies are established'?

A. Deciding how degradations of service are resolved

B. Deciding how to handle service requests where the steps are unknown

C. Deciding when workarounds should be used

D. Deciding which service requests require approval

정답: D

문제2

Which will NOT be handled as a service request?

A. The provision of a laptop

B. The replacement of a toner cartridge

C. The degradation of a service

D. A complaint about a support team

정답: C

문제3

Which practice provides users with a way to get various requests arranged, explained and coordinated?

A. Service level management

B. Service desk

C. Continual improvement

D. Relationship management

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제4

Which is a use of a continual improvement register?

A. Tracking and managing improvement ideas from identification through to final action

B. Planning changes, assisting in communication, avoiding conflicts, and assigning resources

C. Describing the services designed to meet the needs of a consumer group

D. Selecting the right method, model or technique for identifying improvements

정답: A

문제5

Which guiding principle considers customer and user experience?

A. Focus on value

B. Collaborate and promote visibility

C. Start where you are

D. Keep it simple and practical

정답: A

문제6

What is an output?

A. A result for a stakeholder

B. A change of state that has significance for the management of a configuration item

C. Something created by carrying out an activity

D. A possible event that could cause harm or loss

정답: C

문제7

Why should a service level manager carry out regular service reviews?

A. To ensure continual improvement of services, so that they meet the evolving needs of service consumers

B. To capture information about service issues and performance against agreed goals

C. To ensure that agreements are written simply and are easy to understand

D. To collect information about service consumer goals and objectives

정답: B

문제8

Which term describes the functionality offered by a service?

A. Utility

B. Risk

C. cost

D. Warranty

정답: A

문제9

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A. Service desk

B. Change control

C. Service request management

D. IT asset management

정답: C

문제10

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

A. Change enablement

B. Service level management

C. Problem management

D. Service request management

정답: B

문제11

Which activity is part of the 'continual improvement practice?

A. Identifying the cause unplanned interruptions to service.

B. handing compliments and complaints from user to identify improvements.

C. Prioritizing and creating business cases for improvement initiatives.

D. Improving relationships with and between stakeholders.

정답: C

문제12

Which practice is the responsibility of everyone in the organization?

A. Service level management

B. Change control

C. Continual improvement

D. Problem management

정답: C

문제13

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A. Perform baseline assessments

B. Evaluate measurements and metrics

C. Execute improvement actions

D. Define measurable targets

정답: B

문제14

Which practice updates information relating to symptoms and business impact?

A. Incident management

B. Service level management

C. Change control

D. Service request management

정답: A

문제15

Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A. 'service request management' practice

B. four dimensions of service management

C. 'focus on value' guiding principle

D. service value system

정답: D

최신 ITIL-4-Foundation 무료덤프 - ITIL 4 Foundation

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