ISEB-ITILV3F 무료 덤프문제 온라인 액세스

Which of these is the correct set of steps for the Continual Service Improvement Model?

• A.Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
• B.What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
  Did we get there?; How do we keep the momentum going?
• C.Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
• D.Devise a strategy; Design the solution; Transition into production; Operate the solution;
  Continually Improve

Which of the following is a responsibility of Supplier Management?

• A.Development, negotiation and agreement of Organisational Level Agreements
• B.Development, negotiation and agreement of contracts
• C.Development, negotiation and agreement of the Service Portfolio
• D.Development, negotiation and agreement of Service Level Agreements

The Definitive Media Library and Definitive Spares are the responsibility of:

• A.Access Management
• B.Service Asset and Configuration Management
• C.Request Fulfilment
• D.Facilities Management

Which of the following would NOT be a task carried out by the Request Fulfilment process?

• A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
• B.Provision of information to users and customers about the availability of services and the procedure for obtaining them
• C.Provision of information used to compare actual performance against design standards
• D.Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists

Which of the following statements about Incident reporting and logging is CORRECT?

• A.Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
• B.Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
• C.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
• D.All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity