Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解:B
質問 2:
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
A. Service configuration
B. Service transition
C. Service design
D. Service operation
正解:C
質問 3:
Which is a supplier category?
A. Customer
B. Technical
C. Commodity
D. Resource
正解:D
質問 4:
What should a service always deliver to customers?
A. Value
B. Resources
C. Applications
D. Infrastructure
正解:A
質問 5:
Which is the BEST definition of a supplier?
A. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
B. It is a third party responsible for supplying goods or services that are required to deliver IT services
C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
D. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
正解:A
質問 6:
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
A. Strategic, tactical and operational
B. Return on investment (ROI), value on investment (VOI), quality
C. Critical success factors (CSFs), key performance indicators (KPIs), activities
D. Technology, process and service
正解:D
中山** -
三日前ITIL-Fの本番試験を受けたんですが、感覚がよく、問題集にある問題がたくさん出てきました。