Which is NOT a component of the service value system?
A. Governance
B. Practices
C. The four dimensions of service management
D. The guiding principles
正解:C
質問 2:
What should a release policy include?
A. The naming convention and expected frequency of each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
D. The process owner and process manager for each type of release
正解:A
質問 3:
What are the three phases of 'problem management'?
A. Problem analysis, error identification, incident resolution
B. Incident management, problem management, change control
C. Problem identification, problem control, error control
D. Problem logging, problem classification, problem resolution
正解:C
質問 4:
What is the CORRECT definition of service management?
A. The capability of supplier to deliver services to providers in exchange for money
B. A set of specialized organizational capabilities for delivering value to customers in the form of services
C. A set of specialized assets for transitioning services into the live operational environment
D. The capability of service providers to minimize their costs without reducing the value of the services
正解:B
質問 5:
How should the workflow for a new service request be designed?
A. Use different workflows for each type of service request
B. Use a single workflow for all types of service request
C. Avoid workflows for simple service requests
D. Leverage existing workflows whenever possible
正解:D
Asaoka -
ITILFND_V4の内容は問題数も増えた感じで内容も充実しているし、解答があるのは非常に良い。解説もまとまってる。