最新的ISEB ITIL Foundation Certificate in IT Service Management - ISEB-ITILV3F免費考試真題

A. The team of people responsible for implementing a release

B. A function described within service transition

C. A measurement of cost

D. The portion of a service or IT infrastructure that is normally released together

A. Incident Management

B. Service Desk

C. Application Management

D. Technical Management

A. 1 and 3 only

B. 1 and 2 only

C. 2 and 3 only

D. All of the above

A. Request for Change

B. New Known Errors

C. Incident Records

D. Problem Resolution

A. The Service Level Manager

B. The Service Owner

C. The Service Continuity Manager

D. The Business Relationship Manager

A. An agreement that covers one service for a single customer

B. An agreement with an individual customer group, covering all the services that they use

C. An agreement that covers one service for all users of that service

D. An agreement that covers service specific issues in a multi-level SLA structure

A. No, the workaround must be found before a Known Error is created

B. No, a Known Error can only be raised after the permanent resolution has been implemented

C. Yes

D. No, a Known Error must be raised at the same time as a problem

A. Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

B. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

C. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

A. Service Design

B. Service Transition

C. Service Strategy D.
Service Operation

A. 1 and 3 only

B. 1 and 2 only

C. 2 and 3 only

D. None of the above

A. Supplier Management

B. Service Desk

C. Request Fulfilment

D. Demand Management

A. An unplanned interruption or reduction in the quality of an IT Service

B. An unplanned disruption of service unless there is a backup to that service

C. Any disruption to service whether planned or unplanned

D. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

A. Resources are types of Asset and Capabilities are ways of using Assets

B. Capabilities are types of Asset and Resources are ways of using Assets

C. Resources and Capabilities are both types of Asset

D. Capabilities and Resources are both ways of using Assets

A. Information

B. Wisdom

C. Knowledge

D. Data