ISEB-ITILV3F 무료 덤프문제 온라인 액세스

A single release unit, or a structured set of release units can be defined within:

• A.The Plan, Do, Check, Act (PDCA) cycle
• B.A Release Package
• C.A Request Model
• D.The RACI Model

IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

• A.Refuse the request because they must operate the service to meet the agreed service levels
• B.Accept the request as they must support customer business outcomes
• C.They should escalate this decision to Service Strategy
• D.Make a decision based on balancing stability and responsiveness

Which of the following is NOT a FUNCTION?

• A.Incident Management
• B.Technical Management
• C.Application Management
• D.Service Desk

The difference between service metrics and technology metrics is BEST described as?

• A.Service metrics measure the end to end service; Technology metrics measure individual components
• B.Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
• C.Service metrics measure processes and functions; Technology metrics measure server and network availability
• D.Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

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