최신 ITILF 무료덤프 - BCS ITIL® Foundation

A. External customers

B. Internal customers

C. Strategic customers

D. Valued customers

A. Financial management

B. Service level management

C. Risk management

D. Demand management

A. Recording and monitoring environmental conditions in the data centre

B. Recording service desk staff absence

C. Intrusion detection

D. Monitoring the status of configuration items

A. An ordinary change

B. A standard change

C. A retrospective change

D. A normal change

A. Proprietary knowledge has been tested in a wide range of environments

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

A. To detect changes of state that have significance for management of an IT service

B. To provided a channel for users to receive standard services that they are expecting

C. To maintain user satisfaction with the quality of IT services

D. To minimize the impact of incidents due to service failures that cannot be prevented

A. The service owner

B. The change advisory board (CAB)

C. The continual service improvement manager

D. The change management process owner

A. The design of market spaces

B. The design of the service portfolio, including the service catalogue

C. The design of the technology architectures

D. The design of new or changed services

A. Service catalogue management

B. Service level management

C. Demand management

D. Service transition

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

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. Review of all capacity supplier agreements and underpinning contracts with supplier management

A. Prioritizing conflicts for service transition resources

B. Detailed planning of the build and test of individual changes

C. Coordinating the efforts required to manage multiple simultaneous transitions

D. Maintaining policies, standards and models for service transition activities and processes

A. Stakeholders

B. Regulators

C. Employers

D. Accreditors

A. An agreement between an IT service provider and another part of the same organization that assists with the provision of services

B. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise

C. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached

D. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties

A. Option 2 only

B. Both of the above

C. Neither of the above

D. Option 1 only

A. An issue reported by a user

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

C. The cause of one or more incidents

D. The cause of two or more incidents

A. Ensure that all service transitions are properly authorized

B. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

C. Provide overall planning for service transitions and co-ordinate the resources they require

D. To define testing scripts to ensure service transitions are unlikely to ever fail

A. 1, 2 and 3 only

B. All of the above

C. 1, 2 and 4 only

D. 2, 3 and 4 only

A. Service operation

B. Service design

C. Continual service improvement

D. Service transition

A. All incidents reported to the service desk

B. All the accumulated knowledge of the service provider

C. The results specific to the clauses in a service level agreement (SLA)

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