ISEB-ITILF 무료 덤프문제 온라인 액세스

Where should the following information be stored?
1.The experience of staff
2.Records of user behaviour
3.Supplier's abilities and requirements
4.User skill levels

• A.The forward schedule of change
• B.The service portfolio
• C.A configuration management database (CMDB)
• D.The service knowledge management system (SKMS)

Which of the following statements BEST describes the aims of release and deployment management?

• A.To ensure that all changes can be tracked, tested and verified if appropriate
• B.To record and manage deviations, risks and issues related to the new or changed service
• C.To build, test and deliver the capability to provide the services specified by service design
• D.To ensure that each release package specified by service design consists of a set of related assets and service components

Which of the following should be done when closing an incident?
1.Check the incident categorization and correct it if necessary
2.Check that the user is satisfied with the outcome

• A.1 only
• B.2 only
• C.Neither of the above
• D.Both of the above

Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

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

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

• A.Event management, incident management, problem management, request fulfillment, and access management
• B.Event management, incident management, change management, and access management
• C.Incident management, problem management, service desk, request fulfillment, and event management
• D.Incident management, service desk, request fulfillment, access management, and event management