EXIN ITIL Foundation (syllabus 2011) - EX0-001무료 덤프문제 풀어보기

A. The IT service continuity management

B. The supplier management

C. The service level management

D. The service catalogue management

A. To plan the resources required to manage a release

B. To provide good-quality knowledge and information about services

C. To ensure that a service managed and operated accordance with constraints specified during design

D. To design and develop capabilities for service management

A. A Business Case

B. A Problem model

C. A Service Improvement Plan (SIP)

D. A Request for Change (RFC)

A. 2, 3 and 4 only

B. 1, 3 and 4 only

C. 1, 2 and 3 only

D. 1, 2 and 4 only

A. Service strategy

B. Service transition planning and support

C. Service level management

D. Change management

A. Inclusion of items in the SLA that cannot be effectively measured

B. Measurements that match the customer's perception of the service

C. Involving customers in drafting Service Level Requirements

D. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

A. Information security management

B. Service asset and configuration management

C. Change management

D. Service catalogue management

A. The RACI Model

B. A Release Package

C. A Request Model

D. The Plan, Do, Check, Act (PDCA) cycle

A. Provides the rights for users to be able to use a service or group of services

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

C. To prevent problems and resulting Incidents from happening

D. To detect security events and make sense of them

A. A secure library where definitive authorized versions of all software and back-ups are stored and protected

B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

C. A database that contains definitions of all media CIs

D. A secure location where definitive hardware spares are held