ISEB-ITILV3F 試験問題を無料オンラインアクセス

Which of the following statements is CORRECT?

• A.The Configuration Management System is part of the Service Knowledge Management system
• B.The Service Knowledge Management System is part of the Configuration Management
  System
• C.The Configuration Management System is part of the Known Error Data Base
• D.The Configuration Management System is part of the Configuration Management Database

The difference between service metrics and technology metrics is BEST described as?

• A.Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
• B.Service metrics measure processes and functions; Technology metrics measure server and network availability
• C.Service metrics measure the end to end service; Technology metrics measure individual components
• D.Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?

• A.The Facilities Management function
• B.Customers
• C.Internal departments
• D.Suppliers, manufacturers and vendors

Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies

• A.1 and 3 only
• B.1 and 2 only
• C.2 and 3 only
• D.None of the above

Hierarchic escalation is best described as?

• A.Passing an Incident to people with a greater level of technical skill
• B.Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
• C.Notifying more senior levels of management about an Incident
• D.Failing to meet the Incident resolution times specified in a Service Level Agreement