BCS ITILF 問題集

質問 1：
Which is an objective of the design coordination process?
A. TO handover new service level requirements to the service level management process
B. To ensure that all changes are assessed for their impact on service designs
C. TO document the initial structure and relationship between services and customers
D. To ensure service design packages are handed over to service transition
正解：D

質問 2：
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Defining measurable targets
B. Reviewing measurements and metrics
C. Implementing service and process improvements
D. Creating a baseline
正解：A

質問 3：
What is the BEST description of the CSI register?
A. It is a record of all authorised changes and their planned implementation dates
B. It is a record of proposed improvement opportunities and the benefits that will be achieved
C. It is a record of completed improvements and the relevant customer satisfaction metric
D. It is a record of new services to be approved by a customer, including proposed implementation dates
正解：B

質問 4：
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
A. People, process, partners, performance
B. People, process, products, partners
C. Performance, process, products, problems
D. People, products, perspective, partners
正解：B

質問 5：
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
A. Project baseline
B. Configuration baseline
C. Asset baseline
D. Change baseline
正解：B

質問 6：
. Which is the CORRECT description of an outcome?
A. The prediction of the future demand requirements for an activity, process or IT service
B. The inputs that trigger an action for an activity, process or IT service
C. The design and development of the activities that make up a process or IT service
D. The result of carrying out an activity, following a process, or delivering an IT service
正解：D

質問 7：
What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?
A. Local service desk
B. Virtual Service desk
C. Centralized Service desk
D. Specialized service desk
正解：B

質問 8：
Which of the following service desk organizational structures are described in service operation?
1 . Local service desk
2 . Virtual service desk
3 . IT help desk
4 . Follow the sun
A. 2, 3 and 4 only
B. 1, 2 and 3 only
C. 1, 3 and 4 only
D. 1, 2 and 4 only
正解：D

質問 9：
Which of the following BEST describes service strategies' value to the business?
A. Reduction in the duration and frequency of service outages
B. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
C. Reduction in unplanned costs through optimized handling of service outages
D. Allows higher volumes of successful change
正解：B