최신 ITIL-4-Foundation 무료덤프

문제1

What can be described as an operating model for the creation and management of products and services?

A. Service value chain

B. Governance

C. Practices

D. Guiding principles

정답: A

문제2

Which practice has a purpose that involves creating closer, more collaborative relationships?

A. Information security management

B. Release management

C. Service configuration management

D. Suppler management

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제3

Which statement about the 'continual improvement model' is CORRECT?

A. The low of the model helps organizations to link improvements to its goals

B. The model is applicable to only certain parts of the service value system

C. Organizations should use an additional model or method to link improvements to customer value

D. Organizations should work through the steps of the model in the sequence in which they are presented

정답: D

문제4

What should be done to determine the appropriate metrics for measuring a new service?

A. Measuring the performance over the first six months, and basing a solution on the results

B. Asking customers to provide numerical targets that meet their needs

C. Asking customers open questions to establish their requirements

D. Using operational data to provide detailed service reports

정답: D

문제5

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

B. The Installation of a software application in response to a service request

C. The replacement of a component in response to a major incident

D. The implementation of a critical software patch in response to a vendor security Issue

정답: B

문제6

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

A. Change enablement

B. Service level management

C. Service desk

D. Monitoring and event management

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제7

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A. A change request is submitted to change control

B. Problem management restores the service as soon as possible

C. The problem record is deleted

D. The problem remains in the known error status

정답: D

문제8

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

문제9

Which is the FIRST thing to consider when focusing on value?

A. Ensuring value is co-created by improvement initiatives.

B. Identifying the service customer who will receive value

C. Defining customer experience and user experience

D. Understanding what is valuable to the service consumer

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제10

Which practice involves the management of vulnerabilities that were not identified before the service went live?

A. Service level management

B. Change control

C. Problem management

D. Service request management

정답: C

문제11

A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

A. Incident management

B. Change enablement

C. Service level management

D. Service request management

정답: D

문제12

Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

B. Organizational agility

C. Organizational silos

D. Interfaces among practices

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제13

Which component is focused on the activities needed by an organization to help it co-create value?

A. Service value chain

B. Guiding principle

C. Continual improvement

D. Practices

정답: A

문제14

Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

A. change

B. configuration item

C. risk

D. problem

정답: A

문제15

Which is intended to help an organization adopt and adapt ITIL guidance?

A. The guiding principles

B. Practices

C. The service value chain

D. The four dimensions of service

정답: A

문제16

Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?

A. Change enablement

B. Continual improvement

C. Service request management

D. incident management

정답: B

최신 ITIL-4-Foundation 무료덤프 - ITIL 4 Foundation

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