問題1
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
正確答案: A
問題2
Which one of the following activities is NOT part of the Deming Cycle?
Which one of the following activities is NOT part of the Deming Cycle?
正確答案: A
問題3
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
正確答案: D
問題4
What BEST describes the value of service operation to the business?
What BEST describes the value of service operation to the business?
正確答案: A
問題5
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
正確答案: A
問題6
Which process is responsible for providing the rights to use an IT service?
Which process is responsible for providing the rights to use an IT service?
正確答案: C
問題7
Which one of the following is the BEST definition of an event?
Which one of the following is the BEST definition of an event?
正確答案: D
問題8
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
正確答案: B
問題9
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
正確答案: C
問題10
What do customer perceptions and business outcomes help to define?
What do customer perceptions and business outcomes help to define?
正確答案: D
問題11
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
正確答案: B