ITILFNDv4 試験問題を無料オンラインアクセス

Which competencies are required by the 'service level management' practice?

• A.Incident analysis and prioritization
• B.Balanced scorecard reviews and maturity assessment
• C.Business analysis and commercial management
• D.Problem investigation and resolution

What impact does automation have on a service desk?

• A.Ability to work from multiple locations, geographically dispersed
• B.Increased phone contact and a reduced ability to focus on user experience
• C.Ability to work from a single centralized location
• D.Less low level work and a greater ability to focus on user experience

What is a service?

• A.A tangible or intangible deliverable of an activity
• B.A possible event that could cause harm or loss, or make it more difficult to achieve objectives
• C.Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
• D.A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Which statement about the 'change enablement' practice is CORRECT?

• A.Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
• B.Service requests are usually normal changes that can be implemented quickly without authorization
• C.Emergency changes are changes that must be fully tested and fully documented prior to implementation
• D.Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which statement about value streams is CORRECT?

• A.Each value stream must be designed for a specific scenario
• B.Each value stream must include suppliers or partners
• C.Each value stream must include all 34 ITIL practices
• D.Each value stream must include all six value chain activities