最新的Exin Certification認證 ITIL考試題庫

問題1

Which processes are responsible for the regular review of underpinning contracts?

A. Availability management and service level management

B. Supplier management and service level management

C. Supplier management and change management

D. Supplier management and availability management

正確答案: B

問題2

Which practice has a purpose that includes managing authentication and non-repudation?

A. IT Asset Management

B. Information security management

C. Service Configuration management

D. Change enablement

正確答案: B

說明：（僅 VCESoft 成員可見）

問題3

Identify the missing word in the following sentence.
A user is [?] that uses services.

A. a role

B. a supplier

C. a team

D. an organization

正確答案: A

問題4

Which practice is most likely to benefit from the use of chatbots?

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

正確答案: B

問題5

Which value chain activity ensures that ongoing service activity meets user expectations?

A. Engage

B. Obtain/build

C. Deliver and support

D. Plan

正確答案: C

問題6

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

A. Service level management

B. Service desk

C. Change enablement

D. Monitoring and event management

正確答案: A

說明：（僅 VCESoft 成員可見）

問題7

Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

A. Retire, Test, Operate, Deploy, Ideation, Develop, Design

B. None of the above

C. Ideation, Test, Develop, Deploy, Design, Operate, Retire

D. Ideation, Design, Develop, Deploy, Test, Operate, Retire

正確答案: D

問題8

Which is considered by the 'partners and suppliers' dimension?

A. Defining controls and procedures

B. Using artificial intelligence

C. Using formal roles and responsibilities

D. Working with an integrator to manage relationships

正確答案: D

問題9

Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A. measured

B. defined

C. rewarded

D. managed

正確答案: D

說明：（僅 VCESoft 成員可見）

問題10

What is the purpose of service level management?

A. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

B. To ensure that all current and planned IT services are delivered to agreed achievable targets.

C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

D. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

正確答案: B

問題11

Which phase of problem management includes analysing incidents to look for patterns and trends?

A. Problem identification

B. Problem control

C. Post-implementation review

D. Error control

正確答案: A

問題12

Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

A. Discard

B. Re-use

C. Improve

D. Consider

正確答案: D

問題13

Which is the BEST example of an emergency change?

A. The implementation of a planned new release of a software application

B. The implementation of a security patch to a critical software application

C. A scheduled major hardware and software implementation

D. A low-risk computer upgrade implemented as a service request

正確答案: B

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