최신 BCS Certification ITILF 무료샘플문제:
1. Which describes a proactive trigger for problem management?
A) Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B) Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
C) Trending of historical incident records to identify one or more underlying causes
D) Suspicion or detection of a cause of one or more incidents by the service desk
2. Which of the following is the BEST description of a service-based service level agreement (SLA)?
A) An SLA for a service with no customers
B) The SLA covers one service, for all the customers of that service
C) An SLA that covers all customers for all services
D) The SLA covers an individual customer group for all services they use
3. Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
A) External Consultants
B) Suppliers
C) External Customers
D) Operations
4. Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers
A) All of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only
5. Which is a reason why incident management interfaces with service level management?
A) To ensure that the status of faulty configuration items (CI) is recorded
B) To ensure that incident workarounds are acceptable to the customers
C) To ensure that incident resolution times are aligned with business needs
D) To ensure that problem records are circulated to all customers
질문과 대답:
| 질문 # 1 정답: C | 질문 # 2 정답: B | 질문 # 3 정답: B | 질문 # 4 정답: A | 질문 # 5 정답: C |
1151 개 고객 리뷰
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