EXIN ITIL Foundation - ITIL-F무료 덤프문제 풀어보기

A. The Deming Cycle

B. The service lifecycle

C. The continual service improvement approach

D. The seven-step improvement process

A. Monitoring services

B. Defining roles and responsibilities

C. Recording configuration items

D. Performance analysis

A. Perform

B. Implement

C. Measure

D. Do

A. Event management, incident management, change management, and access management

B. Event management, incident management, problem management, request fulfilment, and access management

C. Incident management, problem management, service desk, request fulfilment, and event management

D. Incident management, service desk, request fulfilment, access management, and event management

A. The configuration management system is part of the known error database

B. The service knowledge management system is part of the configuration management system.

C. The configuration management system is part of the configuration management database.

D. The configuration management system is part of the service knowledge management system.

A. To assess impact and probability

B. To review remediation planning

C. To assess impact and urgency

D. To review transition planning

A. Service operation

B. Service transition

C. Service design

D. Continual service improvement

A. Separate procedures.

B. Less documentation

C. Longer timescales

D. Less urgency

A. Availability management

B. Service level management

C. Change management

D. Continual service improvement

A. Two - the process owner and the process enactor

B. Only one - the process architect

C. As many as necessary to complete the activity

D. Only one - the process owner

A. Business relationship management

B. Availability management

C. Service level management

D. Change management

A. The desk is co-located within or physically close to the user community it serves

B. The desk provides 24 hour global support

C. There is a single desk in one location serving the whole organization

D. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

A. To provide information to users about what services are available and how to request them

B. To provide a channel for users to request and receive standard services

C. To source and deliver the components of standard services that have been requested

D. To update the service catalogue with services that may be requested through the service desk

A. Local

B. Centralized

C. Virtual

D. Outsourced