ITILFND 무료 덤프문제 온라인 액세스

Which one of the following is NOT part of the service design stage of the service lifecycle?

• A.Producing quality, secure and resilient designs for new or improved services
• B.Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
• C.Designing and maintaining all necessary service transition packages
• D.Measuring the effectiveness and efficiency of service design and the supporting processes

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

• A.Measure
• B.Implement
• C.Perform
• D.Do

Which is an objective of the design coordination process?

• A.To ensure that all changes are assessed for their impact on service designs
• B.TO document the initial structure and relationship between services and customers
• C.To ensure service design packages are handed over to service transition
• D.TO handover new service level requirements to the service level management process

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

• A.Return on investment (ROI), value on investment (VOI), quality
• B.Strategic, tactical and operational
• C.Technology, process and service
• D.Critical success factors (CSFs), key performance indicators (KPIs), activities

Which of the following activities are performed by a service desk?
1 . Logging details of incidents and service requests
2 . Providing first-line investigation and diagnosis
3 . Restoring service
4 . Implementing all standard changes

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