최신 ITILF 무료덤프 - BCS ITIL® Foundation

A. Understanding PBA is the only way to enable accurate service level reporting

B. Demand for the services delivered by service providers are directly influenced by PBA

C. PBA are based on organizational roles and responsibilities

D. IT service providers CANNOT schedule changes until they understand PBA

A. Service desk

B. Service portfolio management

C. Request fulfilment

D. IT finance

A. Information security management

B. Service catalogue management

C. Service asset and configuration management

D. Change management

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 level management

B. Service operation

C. Service design

D. Service strategy

A. Service operation

B. Service design

C. Service strategy

D. Continual service improvement

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. A process is a team or group of people and the tools they use to perform one or more activities

B. A process is a structured set of activities designed to accomplish a specific objective

C. A function is a set of specialised organisational capabilities

D. A function is a set of responsibilities allocated to a service manager

A. Restoring normal service operation as quickly as possible

B. Preventing problems and resulting incidents from happening

C. Minimizing the impact of incidents that cannot be prevented

D. Eliminating recurring incidents

A. Incident management

B. Service asset and configuration management

C. Capacity management

D. IT service continuity management

A. Less documentation

B. Separate procedures

C. Less urgency

D. Longer timescales

A. Roles and responsibilities across all the service transition processes.

B. Roles and responsibilities for updating the configuration management database (CMDB.

C. How request for changes (RFCs) are approved for software releases in the IT production environment.

D. Criteria and authorization to exit early life support and handover to the service operation function.

A. Development or purchase of tools and deployment of the tools

B. Development or purchase of tools and deployment of the process

C. Training tool administrators how to manage tools and monitoring tool performance in operational environment

D. Testing the tool and training process managers on using the process

A. Option 2 only

B. Both of the above

C. Neither of the above

D. Option 1 only

A. Resources are types of service asset and capabilities are not

B. Capabilities are types of service asset and resources are not

C. Neither capabilities nor resources are types of service asset

D. Resources and capabilities are both types of service asset

A. It does not react to a specific trigger

B. It provides generic technical skills and resources

C. It is performance driven and measurable

D. It requires a specific tool

A. Administrator

B. User

C. Customer

D. Supplier

A. No: a known error record should be created with the next release of the service

B. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

C. No: the Known Error should be created before the problem is logged

D. No: a known error record is created when the original incident is raised

A. It provides quick and effective access to standard services

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

C. It improves the control of service assets and configurations

D. It reduces total cost of ownership (TCO) of services

A. Customer satisfaction

B. The end-to-end service

C. Processes

D. Components