ITILFNDv5套裝 - ITILFNDv5考題寶典

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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Objectives
ITIL Management Practices	- Service Management Practices Overview - Technical Management Practices Overview - General Management Practices Overview
ITIL Service Value System (SVS)	- Service Value Chain - Governance - Continual Improvement - Guiding Principles
Key Concepts of Service Management	- Products and Services - Organizations, Service Providers, Service Consumers - Value and Value Co-Creation
The Four Dimensions of Service Management	- Information and Technology - Partners and Suppliers - Organizations and People - Value Streams and Processes

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ITILFNDv5考題寶典 - 最新ITILFNDv5試題

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最新的 Peoplecert Certification ITILFNDv5 免費考試真題 (Q132-Q137):

問題 #132
Which is a key requirement for successful service level agreements (SLAs)?

A. They should avoid ambiguous targets such as those relating to user experience
B. They should be written using language and terms which all parties will understand
C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D. They should be based on system-based metrics which are useful to the service provider

答案：B

解題說明：
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined `service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an `agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.

問題 #133
What is the role of a governing body in an organization?

A. It is responsible for day-to-day operations
B. It is accountable for performance and compliance at the highest level
C. It focuses exclusively on financial reporting
D. It manages the technical details of digital products directly

答案：B

解題說明：
The governing body is accountable at the highest level for the organization's performance and compliance, so option A is correct. In ITIL, governance ensures that the organization is directed and controlled in a way that aligns with stakeholder expectations, legal and regulatory obligations, and strategic objectives. The governing body does not usually perform day-to-day operations or manage technical product details directly. Instead, it evaluates the environment and stakeholder needs, directs priorities and policies, and monitors performance and conformance. Financial reporting may be one concern, but governance is much broader and includes value creation, risk, compliance, ethics, and strategic oversight. This high-level accountability is essential because it connects leadership intent with responsible management and assures stakeholders that the organization is being guided appropriately.

問題 #134
Which of the following BEST describes an outcome in a service relationship?

A. A specific task completed by the service provider as part of service delivery
B. A tangible or intangible deliverable created during a service activity
C. A result achieved by a stakeholder through the use of at least one output
D. A software product provided to the consumer by the service provider

答案：C

解題說明：
An outcome in a service relationship is a result achieved by a stakeholder through the use of one or more outputs, representing the value realized from the service rather than the deliverables themselves.

問題 #135
What is a digital product?

A. Actions performed by a service provider or jointly by a service provider and consumer
B. A combination of an organization's resources based on digital technology and designed to offer value to consumers
C. A formal description of one or more services designed to address consumer needs
D. The access to the service provider's resources and their use according to the agreed terms and conditions

答案：B

解題說明：
A digital product is a combination of an organization's resources based on digital technology and designed to offer value to consumers, so option C is correct. ITIL treats products as structured configurations of resources that can include software, infrastructure, data, interfaces, knowledge, and supporting capabilities. These products form the basis for digital services and help enable outcomes for consumers.

問題 #136
Which will help solve incidents more quickly?

A. Escalating all incidents to support teams
B. Detailed procedural steps for incident investigation
C. Target resolution times
D. Collaboration between teams

答案：D

問題 #137
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