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最新的 ISEB Certification ITILF2011 免費考試真題:

1. The BEST description of the purpose of Service Operation is?

A) To deliver and support IT Services at agreed levels to business users and customers
B) To design and build processes that will meet business needs
C) To decide how IT will engage with suppliers during the Service Management Lifecycle
D) To proactively prevent all outages to IT Services

2. Remediation planning is BEST described in which of the following ways?

A) Planning how to advise the change requestor of a failed change
B) Planning how to compensate a user for a failed change
C) Planning how to recover the cost of a change
D) Planning the steps required to be taken if a change is unsuccessful

3. Which Function would provide staff to monitor events in an Operations Bridge?

A) Service Desk
B) Applications Management
C) IT Operations Management
D) Technical Management

4. Which of the following statements is INCORRECT?

A) The SKMS can include user skill levels
B) The SKMS is part of the Configuration Management System (CMS)
C) The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
D) The SKMS can include data on the performance of the organization

5. Which is the correct definition of a customer facing service?

A) A service not directly used by the business
B) One which directly supports the business processes of customers
C) A service that cannot be allowed to fail
D) One which is not covered by a service level agreement

問題與答案：