ITIL-F 試験問題を無料オンラインアクセス

Which one of the following statements about incident reporting and logging is CORRECT?

• A.Incidents reported by technical staff must also be logged as problems
• B.All calls to the service desk must be logged as incidents
• C.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
• D.Incidents can only be reported by users

Which is an objective of event management?

• A.To maintain user satisfaction with the quality of IT services
• B.To detect changes of state that have significance for management of an IT service
• C.To provided a channel for users to receive standard services that they are expecting
• D.To minimize the impact of incidents due to service failures that cannot be prevented

What BEST describes the value of service strategy to the business?

• A.It supports the creation of a portfolio of quantified services
• B.It reduces the effort spent on managing test and pilot environments
• C.It provides quick and effective access to standard services
• D.It improves the control of service assets and configurations

Which service lifecycle stage provides the following values to the business?

• A.Service operation
• B.Service design
• C.Service strategy
• D.Service transition

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

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