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最新的 ISEB Certification ISEB-ITILV3F 免費考試真題:

1. What is the BEST description of an Operational Level Agreement (OLA)?

A) A document that describes business services to operational staff
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) An agreement between the service provider and an external organization
D) An agreement between the service provider and another part of the same organization

2. Major Incidents require:

A) Less documentation
B) Longer timescales
C) Less urgency
D) Separate procedures

3. Which of these is the correct set of steps for the Continual Service Improvement Model?

A) Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
B) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?

4. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only

5. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider

A) 1 and 3 only
B) 1 and 2 only
C) 2 and 3 only
D) All of the above

問題與答案：

問題 #1 答案： D

問題 #2 答案： D

問題 #3 答案： D

問題 #4 答案： D

問題 #5 答案： D