最新的BCS Certification認證 ITILF考試題庫

問題1

Which statements about best practice is MOST correct?

A. Internal experience is the only source of best practice because it is developed within the service provider

B. Suppliers are a source of best practice and they will improve the services delivered by a service Provider

C. Customers are a source of best practice and will advise service providers how it should be implemented

D. ITIL is a source of best practice and is validated across a wide set of environments and situations

正確答案: D

問題2

Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

A. Corporate, customer, service

B. Corporate, customer, technology

C. Technology, customer, user

D. Service, user, IT

正確答案: A

問題3

Which of the following is the correct definition of an outcome?

A. The result of carrying out an activity, following a process or delivering an IT service

B. All the accumulated knowledge of the service provider

C. All incidents reported to the service desk

D. The results specific to the clauses in a service level agreement (SLA)

正確答案: A

問題4

Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services specified by service design

B. To ensure that all changes can be tracked, tested and verified if appropriate

C. To ensure that each release package specified by service design consists of a set of related assets and service components

D. To record and manage deviations, risks and issues related to the new or changed service

正確答案: A

問題5

Remediation planning is BEST described in which of the following ways?

A. Planning how to compensate a user for a failed change

B. Planning how to advise the change requestor of a failed change

C. Planning how to recover the cost of a change

D. Planning the steps required to be taken if a change is unsuccessful

正確答案: D

問題6

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A. Stakeholders

B. Employers

C. Regulators

D. Accreditors

正確答案: A

問題7

Which of the following types of service should be included in the scope of service portfolio management?
1 . Those planned to be delivered
2 . Those being delivered
3 . Those that have been withdrawn from service

A. 1 and 2 only

B. 2 and 3 only

C. All of the above

D. 1 and 3 only

正確答案: C

問題8

Which describes an interface of incident management with service level management?

A. Creating a problem record

B. Incident workarounds

C. Incident response times

D. The status of faulty Cis

正確答案: C

問題9

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A. Service level management

B. Service portfolio management

C. Request fulfilment

D. Demand management

正確答案: C

問題10

Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

A. 1 and 2 only

B. 2 and 3 only

C. All of the above

D. 1 and 3 only

正確答案: C

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