ISEB The Foundation Examination - ITIL® 認定 ISEB-ITILF 試験問題:

1. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) Operational level agreements (OLAs)
B) Third-party contracts
C) Service level agreements (SLAs)
D) The service portfolio

2. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To design and build processes that will meet business needs
C) To deliver and manage IT services at agreed levels to business users and customers
D) To decide how IT will engage with suppliers during the service lifecycle

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

4. Remediation planning is BEST described in which of the following ways?

A) Planning the steps required to be taken if a change is unsuccessful
B) Planning how to recover the cost of a change
C) Planning how to compensate a user for a failed change
D) Planning how to advise the change requestor of a failed change

5. Which of the following is the correct definition of an outcome?

A) The results specific to the clauses in a service level agreement (SLA)
B) All the accumulated knowledge of the service provider
C) All incidents reported to the service desk
D) The result of carrying out an activity, following a process or delivering an IT service

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