EXIN ITILFNDv4 問題集

質問 1：
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It ensures that service requests follow the normal change management process
C. It optimizes financial exposure
D. It ensures that all changes are authorized by the change advisory board (CAB)
正解：D

質問 2：
Which is an example of improving service utility using service management automation?
A. Pre-determined routing of a service request
B. Monitoring service availability
C. Reducing the time to compile service data
D. Faster resource allocation
正解：D

質問 3：
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A normal change
B. A standard change
C. An emergency change
D. An internal change
正解：B

質問 4：
Which is the correct combination of items that makes up an IT service?
A. Information technology, people and processes
B. Information technology, networks and people
C. People, processes and customers
D. Customers, providers and documents
正解：A

質問 5：
Which is an important principle of communication in service operation?
A. It is stored in the configuration management system
B. Information should always be communicated
C. It has an intended purpose or a resultant action
D. Meetings are always the best method of communication
正解：C

質問 6：
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Retail customer view
C. Supporting services view
D. Wholesale customer view
正解：C

質問 7：
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
B. An organization should always use a single technique to ensure metrics are consistent
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
正解：C

質問 8：
Which process works with incident management to ensure that security breaches are detected and logged?
A. Service level management
B. Access management
C. Continual service improvement
D. Change management
正解：B