ITILF 무료 덤프문제 온라인 액세스

Which areas are NOT measured by process KPIs?
1 . Technology
2 . Performance
3 . Value
4 . Compliance

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

Which statement about stakeholders is TRUE?

• A.External customers are those who work for the same organization as the IT service provider
• B.Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
• C.Internal customers are always charged for the IT services they receive from the IT service provider organization
• D.Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

Which of the following is service transition planning and support NOT responsible for?

• A.Maintaining policies, standards and models for service transition activities and processes
• B.Coordinating the efforts required to manage multiple simultaneous transitions
• C.Prioritizing conflicts for service transition resources
• D.Detailed planning of the build and test of individual changes

Which is the correct definition of a customer facing service?

• A.One which is not covered by a service level agreement
• B.A service not directly used by the business
• C.One which directly supports the business processes of customers
• D.A service that cannot be allowed to fail

Which process is responsible for managing relationships with vendors?

• A.Service portfolio management
• B.Change management
• C.Supplier management
• D.Continual service improvement