ITIL Foundation Certification - IT Service Management 認定 ITIL-Foundation 試験問題:

1. Which document shows a detailed analysis of business impact and benefits?

A) A business case
B) A service level agreement
C) A return on investment
D) Service level requirements

2. Which one of the following is an objective of release and deployment management?

A) To define and agree release and deployment plans with customers and stakeholders
B) To ensure that the overall business risk of change is optimized
C) To standardize methods and procedures used for efficient and prompt handling of all changes
D) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

3. Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A) Design coordination
B) Capacity management
C) Availability management
D) Release management

4. What does the continual service improvement (CSI) approach enable a business to achieve?

A) It helps the business in making decisions on improvement initiatives.
B) It keeps the communication going within the business.
C) It helps the stakeholders understand their customers.
D) It dictates the way the business interacts with external suppliers.

5. Which process will regularly analyze incident data to identify discernible trends?

A) Service level management
B) Event management
C) Change management
D) Problem management

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