What should a service always deliver to customers?
A. Value
B. Resources
C. Applications
D. Infrastructure
正解:A
質問 2:
Which one of the following is the BEST definition of the term 'service management'?
A. Units of organizations with roles to perform certain activities
B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
C. A set of specialized organizational capabilities for providing value to customers in the form of services
D. The management of functions within an organization to perform certain activities
正解:C
質問 3:
Which one of the following is NOT an aim of the change management process?
A. To ensure that changes are recorded and evaluated
B. To deliver and manage IT services at agreed levels to business users
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To ensure the impact of changes are understood
正解:B
質問 4:
What are the categories of event described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
正解:C
質問 5:
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. All of the above
B. 1, 2 and 3 only
C. 1, 3 and 4 only
D. 2, 3 and 4 only
正解:A
Wakui -
過去問題集の自動採点はかなり重宝しますし、しっかり自分で教科書の中身を押さえれば、とても有用なBH0-012参考書になります。読み易く、飽きずに楽しく学べています。ISEBの問題集は買うの2回目になります