최신 ITIL 무료덤프 - EXIN ITIL V3 Foundation

A. It defines the control of service assets and configurations

B. It supports the creation of a portfolio of quantified services

C. It ensures IT services are continuously aligned to business requirements

D. It reduces the duration and frequency of service outages

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

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

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

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

A. How dowe get there?

B. Where are we now?

C. Did we get there?

D. Where do we want to be?

A. Service operation

B. Service strategy

C. Continual service improvement

D. Service transition

A. To ensure that the workplace is a safe environment for its employees and customers

B. To ensure that the organization can continue to operatein the event of a major disruption or disaster

C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damageor loss

D. To ensure only the change requests with mitigated risks are approved for implementation

A. To plan and manage entries in the service catalogue

B. To negotiate service levels for newservices

C. To ensure that service changes create the expected business value

D. To minimize the impact of service outages on day-to-day business activities

A. The Service Level Manager

B. The Information Security Manager

C. The Configuration Manager

D. The Change Manager

A. A Service Improvement Plan (SIP)

B. A Business Case

C. A Request for Change (RFC)

D. A Problem model

A. The service owner

B. The customer

C. The IT director

D. The process owner

A. Technical Management

B. IT Operations Management

C. Applications Management

D. Service Desk

A. All of the above

B. 3 only

C. 1 only

D. 2 only

A. Critical to the success ofthe business mission

B. Simple and well understood

C. Carried out by Service Operations

D. Carried out by lots of people

A. A change that correctly follows the required change process

B. A change that is made as the result of an audit

C. A pre-authorized change that hasan accepted and established procedure

D. A change to the service provider's established policies and guidelines

A. The prediction of the future demand requirements for an activity, process or IT service

B. The result of carrying out an activity, following a process, or delivering an IT service

C. The design and development of the activities that make up a process or IT service

D. The inputs that trigger an action for an activity, process or IT service

A. One which directly supports the business processes of customers

B. A service that cannot be allowed to fail

C. A service not directly used by the business

D. One which is not covered by a service level agreement

A. An agreement with an individual customer group, covering all the services that they use

B. An agreement that covers one service for all customers of that service

C. An agreement that covers one service for a single customer

D. An agreement that covers service specific issues in a multi-level SLA structure