Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
A. Password resets
B. Changes and Releases
C. Incidents and Problems
D. Service level requests
正解:B
質問 2:
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
A. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
B. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
C. Service Catalogue and Service Portfolio are different names for the same thing
D. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
正解:B
質問 3:
A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
正解:A
質問 4:
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解:D
質問 5:
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
A. The utility of a service
B. The warranty of a service
C. Return on investment
D. The economic value of a service
正解:A
質問 6:
Which of the following questions does the guidance in service strategy help to answer?
1.What services should we offer and to whom?
2.How do we differentiate ourselves from competing alternatives?
3.How do we create value for our customers?
A. All of the above
B. 2 only
C. 1 only
D. 3onfy
正解:A
質問 7:
Which of the following are reasons why ITIL is successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解:B
久保** -
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