최신EXIN ITIL Foundation (V4) - ITIL무료샘플문제

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

A. An output can be enabled by one or more outcomes

B. An outcome is a tangible or intangible activity

C. Outcomes are how the service performs

D. An outcome can be enabled by more than one output

A. Deployment management

B. Release management

C. Change enablement

D. IT asset management

A. A scheduled major hardware and software implementation

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

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

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

A. a role

B. a team

C. an organization

D. a supplier

A. Asking customers open questions to establish their requirements

B. Asking customers to provide numerical targets that meet their needs

C. Using operational data to provide detailed service reports

D. Measuring the performance over the first six months, and basing a solution on the results

A. The chance authority will ensure changes are authorized after they are deployed

B. A change authority is assigned each time a standard change is requested

C. Assignment of the change authority is based on the charge type and model

D. Emergency changes are authorized by the technician making the change

A. Review service management practices and remove any unnecessary complexity

B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

C. Conduct a review of existing service management practices and decide what to keep and what to discard

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

A. By using a combination of practices

B. By using a single functional team

C. By determining service demand

D. By implementing process automation

A. A configuration item (CI)

B. A customer

C. An IT asset

D. A user

A. Change model

B. Normal change

C. Emergency change

D. Standard change

A. Organizations and people

B. Partners and suppliers

C. Information and technology

D. Value streams and processes

A. To support the agreed quality of a service handling all agreed, user-initiated service requests

B. To set clear business-based targets for service levels

C. To ensure that the organization's suppliers and their performance are managed appropriately

D. To establish and nurture the links between the organization and its stakeholders

A. Identifying the cause unplanned interruptions to service.

B. handing compliments and complaints from user to identify improvements.

C. Prioritizing and creating business cases for improvement initiatives.

D. Improving relationships with and between stakeholders.