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質問 1：
What three elements make up the Service Portfolio?
A. Service pipeline, configuration management system and service catalogue
B. Service pipeline, service catalogue and retired services
C. Customer portfolio, service catalogue and retired services
D. Customer portfolio, configuration management system and service catalogue
正解：B
質問 2：
When should a change request be submitted to resolve a problem?
A. As soon as the analysis of cost, risks and benefits justifies the change
B. As soon as a workaround for the problem has been identified
C. As soon as a solution for the problem has been identified
D. As soon as the analysis of the frequency and impact of incidents justifies the change
正解：A
質問 3：
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. A customer
B. A configuration item (CI)
C. An IT asset
D. A user
正解：A
質問 4：
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. An incident
C. A configuration item (CI)
D. An IT asset
正解：C
質問 5：
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view
正解：D
質問 6：
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C. An organization should always use a single technique to ensure metrics are consistent
D. An organization should always develop competencies in methodologies and techniques that will meet their needs
正解：D
質問 7：
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by incident management and contains solutions to be implemented by problem management
D. It is maintained by problem management and is used by the service desk to help resolve incidents
正解：D
What three elements make up the Service Portfolio?
A. Service pipeline, configuration management system and service catalogue
B. Service pipeline, service catalogue and retired services
C. Customer portfolio, service catalogue and retired services
D. Customer portfolio, configuration management system and service catalogue
正解：B
質問 2：
When should a change request be submitted to resolve a problem?
A. As soon as the analysis of cost, risks and benefits justifies the change
B. As soon as a workaround for the problem has been identified
C. As soon as a solution for the problem has been identified
D. As soon as the analysis of the frequency and impact of incidents justifies the change
正解：A
質問 3：
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. A customer
B. A configuration item (CI)
C. An IT asset
D. A user
正解：A
質問 4：
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. An incident
C. A configuration item (CI)
D. An IT asset
正解：C
質問 5：
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view
正解：D
質問 6：
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C. An organization should always use a single technique to ensure metrics are consistent
D. An organization should always develop competencies in methodologies and techniques that will meet their needs
正解：D
質問 7：
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by incident management and contains solutions to be implemented by problem management
D. It is maintained by problem management and is used by the service desk to help resolve incidents
正解：D
中*忍 -
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