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質問 1：
Which of the following sentences BEST describes a Standard Change?
A. A pre-authorised Change that has an accepted and established procedure
B. A Change that is made as the result of an audit
C. A Change that correctly follows the required Change process
D. A Change to the service provider's established policies and guidelines
正解：A
質問 2：
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A database that contains definitions of all media Configuration Items (CIs)
B. A secure library where definitive authorised versions of all software and back-ups are stored and protected
C. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
D. A secure location where definitive hardware spares are held
正解：C
質問 3：
Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 1 and 3 only
B. All of the above
C. 1 only
D. 1 and 2 only
正解：B
質問 4：
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
A. Continual Service Improvement
B. Service Design B.
Service Strategy C.
Service Operation
正解：B
質問 5：
In which document will the customers' initial service targets be documented before the Service
Level Agreement (SLA) is produced?
A. Service Level Requirements (SLR)
B. Operational Level Agreement (OLA)
C. Service Catalogue
D. Configuration Management Database (CMDB)
正解：A
質問 6：
What is the BEST description of a Major Incident?
A. An Incident which has a high priority or high impact on the business
B. An Incident that is so complex that it requires root cause analysis before a workaround can be found
C. An Incident logged by a senior manager
D. An Incident which requires a large number of people to resolve
正解：A
質問 7：
The group that reviews Changes that must be installed faster than the normal Change process is called the:
A. Urgent Change Authority (UCA)
B. Emergency Change Advisory Board (ECAB)
C. Urgent Change Board (UCB)
D. Technical Management (TM)
正解：B
質問 8：
Reliability is a measure of:
A. A measure of how quickly a service or component can be restored to normal working
B. The availability of a service or component
C. How long a service or component can perform its function without failing
D. The level of risk that could impact a service or process
正解：C
質問 9：
Which of the following would NOT be a task carried out by the Request Fulfilment process?
A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B. Provision of information to users and customers about the availability of services and the procedure for obtaining them
C. Provision of information used to compare actual performance against design standards
D. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
正解：C
Which of the following sentences BEST describes a Standard Change?
A. A pre-authorised Change that has an accepted and established procedure
B. A Change that is made as the result of an audit
C. A Change that correctly follows the required Change process
D. A Change to the service provider's established policies and guidelines
正解：A
質問 2：
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A database that contains definitions of all media Configuration Items (CIs)
B. A secure library where definitive authorised versions of all software and back-ups are stored and protected
C. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
D. A secure location where definitive hardware spares are held
正解：C
質問 3：
Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 1 and 3 only
B. All of the above
C. 1 only
D. 1 and 2 only
正解：B
質問 4：
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
A. Continual Service Improvement
B. Service Design B.
Service Strategy C.
Service Operation
正解：B
質問 5：
In which document will the customers' initial service targets be documented before the Service
Level Agreement (SLA) is produced?
A. Service Level Requirements (SLR)
B. Operational Level Agreement (OLA)
C. Service Catalogue
D. Configuration Management Database (CMDB)
正解：A
質問 6：
What is the BEST description of a Major Incident?
A. An Incident which has a high priority or high impact on the business
B. An Incident that is so complex that it requires root cause analysis before a workaround can be found
C. An Incident logged by a senior manager
D. An Incident which requires a large number of people to resolve
正解：A
質問 7：
The group that reviews Changes that must be installed faster than the normal Change process is called the:
A. Urgent Change Authority (UCA)
B. Emergency Change Advisory Board (ECAB)
C. Urgent Change Board (UCB)
D. Technical Management (TM)
正解：B
質問 8：
Reliability is a measure of:
A. A measure of how quickly a service or component can be restored to normal working
B. The availability of a service or component
C. How long a service or component can perform its function without failing
D. The level of risk that could impact a service or process
正解：C
質問 9：
Which of the following would NOT be a task carried out by the Request Fulfilment process?
A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B. Provision of information to users and customers about the availability of services and the procedure for obtaining them
C. Provision of information used to compare actual performance against design standards
D. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
正解：C
Yoshioka -
間違いの選択肢についてもキチンと解説されているので、深く理解&幅広く習得できるISEB-ITILV3Fがいいだと思う。