ISEB-ITILV3F 試験問題を無料オンラインアクセス

Which process is responsible for recording relationships between service components?

• A.Incident Management
• B.Service Asset and Configuration Management
• C.Service Portfolio Management
• D.Service Level Management

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

• A.All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
• B.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
• C.Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
• D.Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

Reliability is a measure of:

• A.How long a service or component can perform its function without failing
• B.A measure of how quickly a service or component can be restored to normal working
• C.The level of risk that could impact a service or process
• D.The availability of a service or component

Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

• A.1, 2 and 4 only
• B.1, 2 and 3 only
• C.2, 3 and 4 only
• D.1, 3 and 4 only

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

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