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試験コード：EX0-101
試験名称：ITIL Foundation V 3.0 & ITIL Foundation

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1.Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager
without a change advisory board (CAB) meeting
Answer: A

2.Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
Answer: A

3.At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A

4.Which process is involved in monitoring an IT service and detecting when the performance drops below
acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Answer: B

5.Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A