最新的Peoplecert ITIL認證 ITIL-4-MSF考試題庫

問題1

Which types of incidents do NOT usually require on individual review upon resolution?

A. New types of incidents

B. Incidents not resolved in time

C. Major Incidents

D. Recurring incidents

正確答案: D

說明：（僅 VCESoft 成員可見）

問題2

The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?

A. Identify the scope of the value stream analysis

B. Do the service value stream walk

C. Reflect on the value stream map

D. Map the activities and the information flows

正確答案: D

說明：（僅 VCESoft 成員可見）

問題3

What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

A. Incident classification

B. Incident detection

C. Incident diagnosis

D. Incident resolution

正確答案: A

說明：（僅 VCESoft 成員可見）

問題4

What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

A. Submit a change request to resolve the problem

B. Create a known error

C. Understand which configuration items may have errors

D. Look for a way to solve the problem

正確答案: C

說明：（僅 VCESoft 成員可見）

問題5

What is used to minimize the negative impact of an event?

A. An event correlation

B. A rule set

C. A monitoring action plan

D. A health model

正確答案: C

說明：（僅 VCESoft 成員可見）

問題6

A recurring issue has an identified root cause and documented workaround. What is it called?

A. Known error

B. Monitoring event

C. Standard change

D. Service request

正確答案: A

說明：（僅 VCESoft 成員可見）

問題7

Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?

A. Level 3

B. Level 4

C. Level 5

D. Level 2

正確答案: A

說明：（僅 VCESoft 成員可見）

問題8

Which third party contribution to problem management should NOT be documented in a problem model?

A. How the third party helps to develop the problem management practice

B. How the third party identifies and logs problems

C. How the third party documents workarounds for problems

D. How the third party helps to investigate specific types of problem

正確答案: A

說明：（僅 VCESoft 成員可見）

問題9

Which of the following is NOT an area to consider for creating a common language in the multi- vendor environment?

A. Rules for data exchange

B. Processes

C. Software tools

D. Salary agreements

正確答案: D

說明：（僅 VCESoft 成員可見）

問題10

How is service configuration management system used for incident handling and resolution?

A. It supports Incident classification

B. It helps to detect incidents

C. It supports collection of user's feedback

D. It helps to manage modem records

正確答案: A

說明：（僅 VCESoft 成員可見）

問題11

Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?

A. Reporting tools

B. Workflow management tools

C. Survey tools

D. Work prioritization tools

正確答案: B

說明：（僅 VCESoft 成員可見）

問題12

How should an organization BEST assess how well problem management is contributing to the organization's success?

A. By engaging independent consultants to assess and report on the practice

B. By using the ITIL maturity model described in the practice guide

C. By documenting the organization's service value system

D. By measuring and reporting the key performance indicators defined in the practice guide

正確答案: D

說明：（僅 VCESoft 成員可見）

問題13

A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?

A. Workaround applied

B. Known error

C. Change implemented

D. Problem resolved

正確答案: A

說明：（僅 VCESoft 成員可見）

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