ISEB ITIL Foundation Certificate in IT Service Management 認定 ISEB-ITILV3F 試験問題:

1. Which of the following statements about Incident reporting and logging is CORRECT?

A) All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
B) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
C) Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
D) Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

2. Which of these would fall outside the scope of a typical service Change Management process?

A) A change to a contract with a supplier
B) A firmware upgrade to a server that is only used for IT Service Continuity purposes
C) A change to a business process that depends on IT Services
D) An urgent need to replace a CPU to restore a service during an incident

3. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider

A) 1 and 2 only
B) 1 and 3 only
C) 2 and 3 only
D) All of the above

4. Which of the following defines the level of protection in Information Security Management?

A) The Business
B) The ISO27001 Standard
C) The Service Level Manager
D) The IT Executive

5. Which of these statements about Assets, Resources and Capabilities is MOST accurate?

A) Resources and Capabilities are both types of Asset
B) Capabilities and Resources are both ways of using Assets
C) Resources are types of Asset and Capabilities are ways of using Assets
D) Capabilities are types of Asset and Resources are ways of using Assets

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