ITILF2011 무료 덤프문제 온라인 액세스

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

• A.Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services
• B.Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
• 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

Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements
2.Designing the service so it can meet the targets
3.Ensuring all needed contracts and agreements are in place

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

Which one of the following are the two primary elements that create value for customers?

• A.Value on investment (VOI) and return on investment (ROI)
• B.Resources and capabilities
• C.Customer and user satisfaction
• D.Service requirements and warranty

Which of the following is the BEST definition of an Incident?

• A.An unplanned interruption to an IT service or reduction in the quality of an IT service
• B.A change of state which has significance for the management of a Configuration Item or IT Service
• C.A warning that a threshold has been reached, something has changed, or a failure has occurred
• D.Loss of ability to operate to specification, or to deliver the required output

Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

• A.Business management
• B.Service desk manager
• C.IT management
• D.The change manager