ITILF2011 試験問題を無料オンラインアクセス

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created

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

Which is the first step in the 7 Step Improvement Process?

• A.Identify gaps in Service Level Agreement (SLA) achievement
• B.Define what you should measure
• C.Prepare for action
• D.Where are we now?

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

• A.A service transition package (STP)
• B.A service design package (SDP)
• C.A service charter
• D.A service option

Which of the following statements describes the objectives of service asset and configuration management?
1.To identify, control, report and verify service assets and configuration items (CIs)
2.To account for, manage and protect the integrity of service assets and configuration items
3.To establish and maintain an accurate and complete configuration management system
4.To document all security controls together with their operation and maintenance

• A.1 and 2 only
• B.1, 2, and 3 only
• C.1, 3 and 4 only
• D.All of the above

Customer perceptions and business outcomes help to define what?

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