ITIL-F 무료 덤프문제 온라인 액세스

Which one of the following is the BEST description of a service level agreement (SLA)?

• A.An agreement between a service provider and an external supplier
• B.The part of a contract that specifies the responsibilities of each party
• C.An agreement between the service provider and their customer
• D.An agreement between the service provider and an internal organization

What is the CORRECT definition of service management?

• A.A group of people that manages services to fulfil the needs of users and customers
• B.A set of specialised assets for transitioning services into the live operational environment
• C.A group of events that meet the demand from customers for services that they receive
• D.A set of specialised organisational capabilities for delivering value to customers in the form of services

Which process is responsible for the availability, confidentiality and integrity of data?

• A.Service catalogue management
• B.Change management
• C.Information security management
• D.Service asset and configuration management

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

• A.Change proposal
• B.Change policy
• C.Service request
• D.Risk register

With which process is problem management likely to share categorization and impact coding systems?

• A.Incident management
• B.Capacity management
• C.Service asset and configuration management
• D.IT service continuity management