ITIL®4FoundationExamFullPreparation_ITIL.epub - (EPUB全文下载)

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Question Booklet 
Multiple Choice 
Examination Duration:
1
hour
 
 
Instructions 
 
1. You should attempt all 40 questions. Each question is worth one mark.
2. There is only one correct answer per question.
3. You need to answer 26 questions correctly to pass the exam.
4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen).
5. You have 1 hour to complete this exam.
6. This is a ‘closed book’ exam. No material other than the exam paper is allowed.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
The ITIL® 4 Foundation Examination 
 
 
1) What is the effect of increased automation on the 'service desk' practice? 
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams  
 
2)  Which term describes the functionality offered by a service? 
A. Cost
B. Utility
C. Warranty
D. Risk  
 
3)  Which is the purpose of the 'monitoring and event management' practice? 
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible  
 
4)  What should all 'continual improvement' decisions be based on? 
A. Details of how services are measured
B. Accurate and carefully analyzed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment      
 
5)  How do all value chain activities transform inputs to outputs? 
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation  
 
6)  How does customer engagement contribute to the 'service level management' practice? 
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions 
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4  
 
7)  What is the starting point for optimization? 
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive ............

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