EXIN ITIL Foundation 認定 ITIL-F 試験問題:

1. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and change management
B) Supplier management and service level management
C) Supplier management and availability management
D) Availability management and service level management

2. Which statement about services is CORRECT?

A) External services are provided to business units in the same organisation
B) External services are delivered to external customers
C) Internal services are provided by suppliers to the internal IT department
D) Internal services are delivered to external customers

3. Which of the following is best definition of IT service management?

A) The implementation and management of quality IT services that meet business needs
B) Technical implementation of supporting IT infrastructure components
C) An internal service provider that is embedded within a business unit
D) A complete set of all the documentation required to deliver world class services to customers

4. Which statement about the known error database (KEDB. is CORRECT?

A) It is maintained by the service desk and updated with the details of each new incident
B) It is a part of the configuration management database (CMDB. and contains workarounds
C) It is maintained by problem management and is used by the service desk to help resolve incidents
D) It is maintained by incident management and contains solutions to be implemented by problem Management

5. What term describes assurance that a product or service will meet its agreed requirements?

A) Underpinning contract
B) Service level agreement
C) Utility
D) Warranty

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