ITILFNDv5考試證照 - ITILFNDv5考試資料

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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Objectives
Topic 1: ITIL Service Value System (SVS)	- Service Value Chain - Continual Improvement - Guiding Principles - Governance
Topic 2: The Four Dimensions of Service Management	- Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology
Topic 3: Key Concepts of Service Management	- Products and Services - Organizations, Service Providers, Service Consumers - Value and Value Co-Creation
Topic 4: ITIL Management Practices	- Technical Management Practices Overview - Service Management Practices Overview - General Management Practices Overview

>> ITILFNDv5考試證照 <<

高通過率的ITILFNDv5考試證照 & Peoplecert ITILFNDv5考試資料：ITIL Foundation (Version 5)最新發布

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最新的 Peoplecert Certification ITILFNDv5 免費考試真題 (Q97-Q102):

問題 #97
Which statement BEST describes service quality?

A. The assurance that a service will meet agreed requirements and is fit for use
B. The totality of characteristics of a service that determine its ability to satisfy stated needs
C. A documented agreement between a service provider and a customer
D. The functionality provided by a product or service to meet a particular need

答案：B

解題說明：
Service quality is the totality of characteristics of a service that determine its ability to satisfy stated needs, reflecting how well the service meets expectations and requirements from the consumer's perspective.

問題 #98
How do value chain activities support an organization's purpose?

A. By documenting all the regulatory requirements
B. By defining the organization's governance and compliance framework
C. By prescribing specific tools and technologies for service management
D. By translating the organization's purpose into activities that create value

答案：D

解題說明：
Value chain activities support an organization's purpose by translating that purpose into activities that create value, so option A is correct. Purpose explains why the organization exists and what it seeks to provide for consumers and other stakeholders. The value chain then expresses how the organization acts at a high level across the lifecycle of products and services to make that purpose real. Activities such as discover, design, build, transition, operate, deliver, support, and acquire work together to turn intent into outcomes. Governance and compliance frameworks are important, but they are not the main role of value chain activities. Likewise, the value chain does not prescribe specific tools. ITIL positions the value chain as the central operational expression of the value system, helping organizations convert strategic intent into coordinated value-creating action.

問題 #99
What BEST describes an event?

A. The addition or removal of anything that could have a direct or indirect effect on services
B. A request from a user for a normal service action
C. Any change of state that has significance for the management of a service
D. A sudden unplanned event causing great damage

答案：C

解題說明：
An event is best described as any change of state that has significance for the management of a service, so option C is correct. In ITIL, events are not automatically negative. They may indicate normal operations, warnings, thresholds being crossed, or conditions that require attention. Event management helps organizations observe and respond appropriately to what is happening in live systems. A user request is a service request, not an event. A sudden damaging occurrence may be an incident or disaster, depending on context. The addition or removal of something affecting services relates more to a change or configuration item context. By defining events broadly as significant state changes, ITIL enables organizations to monitor services proactively and respond before issues become major service interruptions.

問題 #100
Which two practices interact the MOST with the service desk practice?

A. Change enablement and incident management
B. Deployment management and change enablement
C. Incident management and service request management
D. Service request management and deployment management

答案：C

問題 #101
Which type of service relationship typically focuses on support and efficiency through standardized services?

A. Collaborative relationship
B. Basic relationship
C. Partner relationship
D. Cooperative relationship

答案：B

解題說明：
A basic relationship is the correct answer because in ITIL 5 it usually involves a more standardized form of interaction between provider and consumer. The focus is on delivering agreed services efficiently, reliably, and with clear expectations, rather than on deep joint planning or shared governance. In a basic relationship, the service provider typically defines much of the service structure, and the consumer uses the service according to agreed terms.
This model works well when services are repeatable, predictable, and designed for scale. By contrast, cooperative and collaborative relationships involve greater interaction, shared decision- making, and more active coordination between the organizations. Therefore, when the goal is support and efficiency through standardized services, the relationship type that best matches that ITIL description is the basic relationship.

問題 #102
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