최신ISEB The Foundation Examination - ITIL® - ISEB-ITILF무료샘플문제

A. Planning how to recover the cost of a change

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

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

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

A. All of the above

B. 1 and 3 only

C. 1, 3 and 4 only

D. 1, 2 and 3 only

A. Request fulfillment

B. IT operations management

C. Technical management

D. Applications management

A. No: a known error record should be created with the next release of the service

B. No: the Known Error should be created before the problem is logged

C. No: a known error record is created when the original incident is raised

D. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

A. To ensure the impact of changes are understood

B. To deliver and manage IT services at agreed levels to business users

C. To ensure that changes are recorded and evaluated

D. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

A. Providing physical security for staff at data centers and other buildings

B. Managing the rights to use a service or group of services

C. Managing access to the service desk

D. Managing access to computer rooms and other secure locations

A. Knowledge management

B. Release and deployment management

C. Service level management

D. Service asset and configuration management

A. 2 and 4 only

B. All of the above

C. 3 and 4 only

D. 1, 2 and 3 only

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

B. To provide information to users about what services are available and how to request them

C. To update the service catalogue with services that may be requested through the service desk

D. To source and deliver the components of standard services that have been requested

A. The continual service improvement manager

B. The service owner

C. The change advisory board (CAB)

D. The change management process owner

A. IT services and components

B. IT services and business processes

C. Components and business processes

D. IT services, components and business processes

A. A change request

B. A change

C. A change advisory board

D. A change model