최신BCS ITIL® Foundation - ITILF무료샘플문제

A. Administrator

B. User

C. Customer

D. Supplier

A. A service level agreement (SLA)

B. A service description

C. A request for change (RFC)

D. The service portfolio

A. It supports the creation of a portfolio of quantified services

B. It ensures IT services are continuously aligned to business requirements

C. It reduces the duration and frequency of service outages

D. It defines the control of service assets and configurations

A. Availability management

B. Change management

C. Service level management

D. Business relationship management

A. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

A. An organization supplying services to only external customers.

B. The customer of an IT Service provider who defines and agrees the service targets.

C. The implementation and management of quality IT services that meet business needs.

D. The resources that are utilized to provide value to customers through services.

A. To identify whether the user is entitled to log an incident for this particular service

B. To ensure service levels are met and breaches of agreements are avoided

C. To establish trends for use in problem management and other IT service management (ITSM) activities

D. To enable the incident management database to be partitioned for greater efficiency

A. The availability of a service or component

B. How quickly a service or component can be restored to normal working order

C. How long a service or configuration item (CI) can perform its function without failing

D. The level of risk that affects a service or process