ITILFND 무료 덤프문제 온라인 액세스

Which of the following are basic concepts used in access management?

• A.Personnel, electronic, network, emergency, identity
• B.Rights, access, identity, directory services, service/service components
• C.Normal, temporary, emergency, personal, group
• D.Physical, personnel, network, emergency, service

Which is a supplier category?

• A.Commodity
• B.Technical
• C.Resource
• D.Customer

What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

• A.Centralized Service desk
• B.Local service desk
• C.Specialized service desk
• D.Virtual Service desk

What are underpinning contracts used to document?

• A.Metrics and critical success factors (CSFs) for internal support teams
• B.The provision of goods and services by third party suppliers
• C.Service levels that have been agreed between the internal service provider and their customer
• D.The provision of IT services or business services by a service provider

Which tool helps with defining accountability and responsibility within processes?

• A.A project charter
• B.A RACI model
• C.A CSI register
• D.A communications plan