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ITIL ITIL-4-Foundation測試:ITIL 4 Foundation Exam和最新的ITIL認證培訓
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ITIL 4基礎認證對於想在IT服務管理領域建立職業生涯的人來說至關重要。它是一項全球公認的認證,表明候選人掌握IT服務管理框架和最佳實踐的知識和技能。該認證有助於專業人士在就業市場中獲得競爭優勢,並增加事業發展機會。ITIL 4基礎認證也是ITIL 4管理專業和ITIL 4戰略領袖等更高級別ITIL認證的先決條件。
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最新的 ITIL 4 ITIL-4-Foundation 免費考試真題 (Q352-Q357):
問題 #352
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
- A. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
- B. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- C. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
- D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
答案:D
解題說明:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-level-management/
問題 #353
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Value streams and processes
- B. Partners and suppliers
- C. Organizations and people
- D. Information and technology
答案:A
解題說明:
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
問題 #354
Which activity is NOT recommended by the start where you are' guiding principle?
- A. Using source data to avoid any unintentional data distortion found in reports
- B. Applying risk management when considering to introduce new processes
- C. Involving people who are not familiar with a service when observing and assessing its activities
- D. Discarding existing processes before assessing their usefulness
答案:D
解題說明:
Explanation
Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch - because it preserves value that you already have - but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.
Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
問題 #355
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 3 and 4
- B. 1 and 4
- C. 1 and 2
- D. 2 and 3
答案:B
解題說明:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/
問題 #356
Which statement about the known error database (KEDB) is CORRECT?
- A. It is maintained by incident management and contains solutions to be implemented by problem management
- B. It is maintained by the service desk and updated with the details of each new incident
- C. It is a part of the configuration management database (CMDB) and contains workarounds
- D. It is maintained by problem management and is used by the service desk to help resolve incidents
答案:D
問題 #357
......
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