ITILFND 試験問題を無料オンラインアクセス

Which of the following is an enabler of best practice?

• A.Academic research
• B.Standards
• C.Internal experience
• D.Technology

How is a service delivered between departments of same organization classified?

• A.Mission Critical service
• B.Organizational service.
• C.External Service
• D.Internal Service

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

When can a known error record be raised?
1 . At any time it would be useful to do so
2 . After a workaround has been found

• A.Both of the above
• B.Neither of the above
• C.2 only
• D.1 only

What do customer perceptions and business outcomes help to define?

• A.Governance
• B.Key performance indicators (KPIs)
• C.The value of a service
• D.Total cost of ownership (TCO)