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質問 1：
Which of the following is NOT a source of best practice?
A. Standards
B. Academic research
C. Internal experience
D. Technology
正解：D
質問 2：
Which processes ensure the targets in the underpinning contracts are appropriate?
A. Service level management and availability management
B. Configuration management and service portfolio management
C. Supplier management and service level management
D. Design coordination and service level management
正解：C
質問 3：
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
A. The change schedule
B. The service portfolio
C. The service knowledge management system (SKMS)
D. A configuration management database (CMDB)
正解：C
質問 4：
Which function or process would provide staff to monitor events in an operations bridge?
A. Technical management
B. Applications management
C. IT operations management
D. Request fulfilment
正解：C
質問 5：
Which of the following CANNOT be provided by a tool?
A. Data
B. Knowledge
C. Information
D. Wisdom
正解：D
質問 6：
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
A. Performance, process, products, problems
B. People, products, perspective, partners
C. People, process, products, partners
D. People, process, partners, performance
正解：C
質問 7：
What BEST describes the value of service design to the business?
A. It improves the control of service assets and configurations
B. It reduces total cost of ownership (TCO) of services
C. It supports the creation of a portfolio of quantified services
D. It provides quick and effective access to standard services
正解：B
Which of the following is NOT a source of best practice?
A. Standards
B. Academic research
C. Internal experience
D. Technology
正解：D
質問 2：
Which processes ensure the targets in the underpinning contracts are appropriate?
A. Service level management and availability management
B. Configuration management and service portfolio management
C. Supplier management and service level management
D. Design coordination and service level management
正解：C
質問 3：
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
A. The change schedule
B. The service portfolio
C. The service knowledge management system (SKMS)
D. A configuration management database (CMDB)
正解：C
質問 4：
Which function or process would provide staff to monitor events in an operations bridge?
A. Technical management
B. Applications management
C. IT operations management
D. Request fulfilment
正解：C
質問 5：
Which of the following CANNOT be provided by a tool?
A. Data
B. Knowledge
C. Information
D. Wisdom
正解：D
質問 6：
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
A. Performance, process, products, problems
B. People, products, perspective, partners
C. People, process, products, partners
D. People, process, partners, performance
正解：C
質問 7：
What BEST describes the value of service design to the business?
A. It improves the control of service assets and configurations
B. It reduces total cost of ownership (TCO) of services
C. It supports the creation of a portfolio of quantified services
D. It provides quick and effective access to standard services
正解：B
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