756 お客様のコメント
質問 1：
How is a service delivered between departments of same organization classified?
A. Internal Service
B. Organizational service.
C. Mission Critical service
D. External Service
正解：A
質問 2：
Which statement about services is CORRECT?
A. External services are provided to business units in the same organisation
B. Internal services are delivered to external customers
C. Internal services are provided by suppliers to the internal IT department
D. External services are delivered to external customers
正解：C
質問 3：
Which of the following are objectives of service level management?
1 : Defining, documenting and agreeing the level of IT services to be provided
2 : Monitoring, measuring and reporting the actual level of services provided
3 : Monitoring and improving customer satisfaction
4 : Identifying possible future markets that the service provider could operate in
A. All of the above
B. 1, 2 and 3 only
C. 1, 2 and 4 only
D. 1 and 2 only
正解：B
質問 4：
Which one of the following is the purpose of service level management?
A. To ensure that sufficient capacity is provided to deliver the agreed performance of services
B. To create and populate a service catalogue
C. To ensure that an agreed level of IT service is provided for all current IT services
D. To carry out the service operations activities needed to support current IT services
正解：C
質問 5：
Which describes a proactive trigger for problem management?
A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
C. Trending of historical incident records to identify one or more underlying causes
D. Suspicion or detection of a cause of one or more incidents by the service desk
正解：C
質問 6：
What is the BEST definition of a definitive media library?
A. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected
B. It is a set of tools and databases that is used to manage knowledge, information and data
C. It is a secure library in which the latest versions of authorized software items are stored and protected
D. It is a structured document with definitive information regarding all live IT services, including those available for deployment
正解：A
How is a service delivered between departments of same organization classified?
A. Internal Service
B. Organizational service.
C. Mission Critical service
D. External Service
正解：A
質問 2：
Which statement about services is CORRECT?
A. External services are provided to business units in the same organisation
B. Internal services are delivered to external customers
C. Internal services are provided by suppliers to the internal IT department
D. External services are delivered to external customers
正解：C
質問 3：
Which of the following are objectives of service level management?
1 : Defining, documenting and agreeing the level of IT services to be provided
2 : Monitoring, measuring and reporting the actual level of services provided
3 : Monitoring and improving customer satisfaction
4 : Identifying possible future markets that the service provider could operate in
A. All of the above
B. 1, 2 and 3 only
C. 1, 2 and 4 only
D. 1 and 2 only
正解：B
質問 4：
Which one of the following is the purpose of service level management?
A. To ensure that sufficient capacity is provided to deliver the agreed performance of services
B. To create and populate a service catalogue
C. To ensure that an agreed level of IT service is provided for all current IT services
D. To carry out the service operations activities needed to support current IT services
正解：C
質問 5：
Which describes a proactive trigger for problem management?
A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
C. Trending of historical incident records to identify one or more underlying causes
D. Suspicion or detection of a cause of one or more incidents by the service desk
正解：C
質問 6：
What is the BEST definition of a definitive media library?
A. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected
B. It is a set of tools and databases that is used to manage knowledge, information and data
C. It is a secure library in which the latest versions of authorized software items are stored and protected
D. It is a structured document with definitive information regarding all live IT services, including those available for deployment
正解：A
Okakura -
ITIL-F模試が2回分あるためほとんどの出題範囲をカバーしている。至れり尽くせりのITIL-F一冊だなって思いました。