itil 자격증 샘플 문제

Question #22

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

• A. Service management
• B. Continual improvement
• C. A service
• D. An IT asset

 

Correct Answer: C 

this is a definition of service "A means of delivering value to customers by facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks"

 

Question #23

Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

• A. Immediate escalation
• B. Specialist teams
• C. A separate process
• D. Third party support

 

Correct Answer: C 

5.2.5 Incident Management There are usually separate processes for managing major incidents, and for managing information security incidents.

 

Question #24
What are the ITIL guiding principles used for?

• A. To help an organization make good decisions
• B. To direct and control an organization
• C. To identify activities that an organization must perform in order to deliver a valuable service
• D. To ensure that an organization's performance continually meets stakeholders' expectations

 

Correct Answer: A 

4.3 The ITIL guiding principles The guiding principles defined here embody the core messages of ITIL and of service management in general, supporting successful actions and good decisions of all types and at all levels.