ITIL_V3_最新题库
ITILV3 中文试题一
16.什么是服务运营目标的最佳描述？ a) 在服务管理生命周期中，决定 IT 如何与供应商合作 b) 主动预防所有 IT 服务的所有中断 c) 设计和建立满足业务需求的流程 d) 为业务用户和客户交付及管理议定级别的 IT 服务 答案：D
25.下列哪一项是术语“服务管理”的最佳定义？ a) 用于以服务的形式为客户提供价值的一套特定的组织能力 b) 一组相互关联、相互作用或是相互独立的组件，为共同的目的而形成的统一整体并 共同运营 c) 组织内执行特定活动的功能管理 d) 执行特定活动的角色所组成的组织部门 答案：A
26.下列哪项是为客户创建价值的两个主要元素： a) 投资价值（VOI），投资回报（ROT） b) 客户及用户满意度 c) 理解服务需求及功效 d) 功用及功效 答案：D
31.服务生命周期的哪个阶段更加关注定义政策和目标？ a) 服务设计 b) 服务转换 c) 服务战略 d) 服务运营 答案：C
32.下列哪一项最好的描述了服务请求？ a) 用户对信息、建议或标准变更的请求 b) 客户想要而且准备为此而付费的所有事情 c) 由用户通过基于 web 的自助窗口输入所有请求和需要 d) 具有低风险而且无需通过变更顾问委员会（CAB）会议，可以由变更经理批准的所 有变更请求（RPC） 答案：A
33. 考虑下面列表： 1. 变更权限 2. 变更经理 3. 变更顾问委员会（CAB） 这些可以很好地被描述下列哪一项？ a) 工作描述 b) 职能 c) 团队 d) 角色、人员或小组 答案：D
ITIL_v3考试题库
QUESTION 1 Which of the following models would be most useful in helping to define an organizational structure?A.Service ModelB.Continual Service Improvement (CSI) ModelC.RACI ModelD.Plan, Do, Check, Act (PDCA) ModelAnswer: CQUESTION 2 Which of the following BEST describes a Service Desk?A.A process within Service Operation providing a single point of contactB.A dedicated number of staff answering questions from usersC.A dedicated number of staff handling Incidents and service requestsD.A dedicated number of staff handling service requestsAnswer: CQUESTION 3 Governance is concerned with:A.Measuring and improving the efficiency and effectiveness of processesB.Ensuring that agreed Service Level Requirements are metC.Ensuring that processes and procedures are correctly followedD.Reducing the total cost of providing servicesAnswer: CQUESTION 4 Which of these activities would you expect to be performed by a Service Desk? 1. Logging details of Incidents and service requests 2. Providing first line investigation and diagnosis 3.Restoring service 4. Diagnosing the root cause of problemsA.2, 3 and 4 onlyB.1, 2 and 4 onlyC.All of the other alternatives apply.D.1, 2 and 3 onlyAnswer: DQUESTION 5 Which of the following statements is CORRECT?A.Service Transition contains guidance on transferring services from strategy into the design phase of the Service LifecycleB.Service Design provides guidance for the development of services and service management processesC.Continual Service Improvement contains guidance on supporting IT operations through models such as shared servicesD.Service Operation ensures that organizations are in a position to handle the costs and risks associated with their service portfoliosAnswer: BQUESTION 6 Which of the following delivery strategies is described as, "Formal arrangements between two or more organizations to work together to design, develop, transition, maintain, operate and/or support IT services"?A.InsourcingB.MultisourcingC.Knowledge Process OutsourcingD.Application Service ProvisionAnswer: BQUESTION 7 How is the Service Catalogue used to add value to the service provider organization?A.Providing a central source of information on the IT services deliveredB.Showing the business impact of a changeC.Displaying the relationships between configuration itemsD.To predict the root cause of issues in the IT infrastructureAnswer: AQUESTION 8 The Service Catalogue can be BEST described as:A.A document used by Service Operations to identify activities that they must performB.A list of all business requirements that have not yet become servicesC.The part of the Service Portfolio that is visible to customersD.A list of all Service Level AgreementsAnswer: CQUESTION 9 What is the Service V Model used for?A.The day to day management of servicesB.Monitoring and measuring services as part of Continual Service Improvement (CSI)C.Identifying different levels of validation and testing that can be carried outD.Managing the five aspects of Service DesignAnswer: CQUESTION 10 Which of the following are valid examples of business value measures?1. Customer retention2. Time to market3. Service Architecture4. Market shareA.All of the alternatives applyB.1, 2 and 4 onlyC.1 and 2 onlyD.2 and 4 onlyAnswer: BQUESTION 11 Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?A.Service Design, Service Transition and Service OperationB.Service OperationC.Service Transition and Service OperationD.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service ImprovementAnswer: DQUESTION 12 The three subprocesses of Capacity Management are:A.Business Capacity Management, Service Capacity Management and Component Capacity ManagementB.Business Capacity Management, Technology Capacity Management and Component Capacity ManagementC.Supplier Capacity Management, Service Capacity Management and Technology Capacity ManagementD.Supplier Capacity Management, Service Capacity Management and Component Capacity ManagementAnswer: AQUESTION 13 Which of the following statements is INCORRECTLY assigned to its book?A.contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITIONB.ensures that organization are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGYC.provides guidance for the development of services and service management processes: SERVICE DESIGND.contains guidance on supporting operations through new models and architectures, such as shares services: CONTINUAL SERVICE IMPROVEMENTAnswer: DQUESTION 14 How many numbered steps are in the continual service improvement (CSI) process?A.11B.4C.7D.6Answer: CQUESTION 15 Which process is responsible for recording the current details, status, interfaces and dependencies of all the services that are being run or being prepared to run in the live environment?A.service level managementB.service catalogue managementC.demand managementD.service transitionAnswer: BQUESTION 16 Which of the following is NOT a function?A.Technical ManagementB.Incident ManagementC.Service DeskD.Application ManagementAnswer: BQUESTION 17 Which of the following is NOT a responsibility of the Service design manager?A.Design and maintain all necessary service transition packagesB.take the overall service strategies and ensure they are reflected in the service design process and the service designs that are producedC.measuring the effectiveness and efficiency of service design and the supporting processesD.produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organizationAnswer: AQUESTION 18 Exhibit:Order the following continual service improvement (CSI) implementation steps into the CORRECT sequence in alignment with the plan, do check, act (PDCA) model. Please refer to the exhibit.A.2-3-4-1B.1-3-2-4C.3-4-2-1D.3-1-2-4Answer: DQUESTION 19 Which of the following is a valid role in the RACI Authority Matrix?A.ControlledB.ConfigurationC.ConsultedplexAnswer: CQUESTION 20 What does a service always have to deliver to its customers?A.infrastructureB.applicationsC.resourcesD.valueAnswer: DQUESTION 21 The two main parts of the service catalogue are:A.the business service catalogue and the technical service catalogueB.service levels and service costsC.the service portfolio and retired servicesD.service attributes and service capabilitiesAnswer: AQUESTION 22 RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?A.consultedB.ReliablermedD.accountableAnswer: BQUESTION 23 Which of the following is the CORRECT description of the Seven R's of Change Management?A.A set of questions that should be asked to help understand the impact of ChangesB.A definition of the roles and responsibilities required for Change ManagementC.A set of questions that should be asked when reviewing the success of recent changeD.A seven step process for releasing Changes into productionAnswer: AQUESTION 24 IT operations management have been asked by a customer to carry out non-standard activity that will cause them to miss an agreed service level target. How should they respond?A.they should escalate this decision to service strategyB.accept the request as they must support customer business outcomesC.make a decision based on balancing stability and responsivenessD.refuse the request because they must operate the service to meet the agreed service levelsAnswer: CQUESTION 25 The left-hand side of the service V model represents requirements and specifications. What does the right-hand side of the service V model represent?A.Performance and capacity requirements of services and IT infrastructureB.The business value that can be expected from a given serviceC.Validation and TestingD.roles and responsibilities for an effective service management implementationAnswer: CQUESTION 26 Which of the following processes are performed by the service desk? 1. capacity management 2. request management 3. demand management 4. incident managementA.2 and 4 onlyB.all of the alternatives applyC.2 onlyD.2, 3 and 4 onlyAnswer: AQUESTION 27 Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?A.internal departmentsB.customersC.the facilities managerD.suppliers, manufacturers and vendorsAnswer: DQUESTION 28 Which of the following are the MAIN objectives of incident management? 1. to automatically detect service affecting events 2. to restore normal service operation as quickly as possible 3. to minimize the adverse impacts on business operationsA.all of the alternatives applyB.1 and 2 onlyC.2 and 3 onlyD.1 and 3 onlyAnswer: CQUESTION 29 One organization provides and manages an entire business or function for another organization. This is known as:A.business process outsourcingB.business function outsourcingC.business process managementD.knowledge process outsourcingAnswer: AQUESTION 30 The ITIL CORE publications are structured around the service lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?A.it consists of five publicationsB.it provides guidance to specific industry sectors and types of organizationC.it is also structured around the service lifecycleD.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000Answer: BQUESTION 31 Exhibit:Which of the following areas would technology help support during the service operation phase of the lifecycle? Please refer to the exhibit.A.2, 3 and 4 onlyB.All of the alternatives applyC.1, 2 and 3 onlyD.1, 3 and 4 onlyAnswer: BQUESTION 32 Exhibit:Which of the following questions does guidance in service strategy help answer? Please refer to the exhibit.A.2 onlyB.3 onlyC.1 onlyD.all of the alternatives applyAnswer: DQUESTION 33 Which of the following is a sub-process of capacity management?ponent capacity managementB.process capacity managementC.technology capacity managementD.capability capacity managementAnswer: AQUESTION 34 Which of the following is a good metric for measuring the effectiveness of Service Level management?A.Customer satisfaction scoreB.number of services deployed within agreed termsC.average number of daily incidents managed by each service agentD.number of services in the service portfolioAnswer: AQUESTION 35 Which process is responsible for recording relationships between service components?A.service portfolio managementB.service asset and configuration managementC.incident managementD.service level managementAnswer: CQUESTION 36 Exhibit:Which of the following should be supported by technology? Please refer to the exhibit.A.1, 3 and 4 onlyB.1, 2 and 3 onlyC.2, 3 and 4 onlyD.all of the alternatives applyAnswer: DQUESTION 37 Which of the following activities is carried out in the "where do we want to be" step of the continual service improvement model?A.aligning the business and IT strategiesB.defining measurable targetsC.implementing service and process improvementsD.creating a baselineAnswer: BQUESTION 38 The ITIL CORE publications are structures around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?A.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000B.It is also structured around the Service LifecycleC.It consists of five publicationsD.It provides guidance to specific industry sectors and types of organizationAnswer: DQUESTION 39 A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:A.high utility and low warrantyB.low utility and high warrantyC.low utility and low warrantyD.high utility and high warrantyAnswer: AQUESTION 40 . With which of the following processes is Problem Management least likely to interface on a regular basis?A.IT Financial ManagementB.Change ManagementC.Incident ManagementD.Availability ManagementAnswer: AQUESTION 41 . Which of the following places Problem Management activities in the correct order:A.Identify and record, classify, investigate and diagnose, raise an RFC, review the changeB.Investigate and diagnose, raise an RFC, classify, identify and recordC.Identify and record, investigate and diagnose, raise an RFC, classify, review the changeD.Review a change, classify, identify and record, investigate and diagnose, raise another RFCAnswer: AQUESTION 42 .Which of the following activities may, exceptionally, be omitted for an urgent change:1. Recording that the change has been made2. Testing the change3.Holding a CAB meeting4. Establishing a back-out planA.All of themB.2 and 4C.2 and 3D.3 and 4Answer: CQUESTION 43 . Why is Service Management so important to IT service providers?A.The success of many businesses depends upon the quality of their ITB.It's the only way to manage IT in the Internet ageC.It's contained within the IT Infrastructure LibraryD.It's the first non-proprietary initiative for the management of IT systemsAnswer: AQUESTION 44 . Which of the following is NOT the responsibility of the Release Management process?A.The physical aspects of software controlB.Ensuring that the accuracy of CMDB entries concerning software CIs is maintainedC.Helping to determine the software release policyD.Distributing softwareAnswer: BQUESTION 45 . A service-based (rather than a customer-based) SLA:A.Covers all services for a particular customerB.Covers a set of similar services, for a single customerC.Covers all servicesD.Covers a single service, for all of the customers of that serviceAnswer: DQUESTION 46 . Possible problems with Change Management include:A.Greater ability to absorb a large volume of changeB.Increased visibility and communication of changesck of ownership of impacted servicesD.Better alignment of IT services to actual business needsAnswer: CQUESTION 47 . Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk StaffA.1 and 3B.All three of themC.Only 1D.1 and 2Answer: AQUESTION 48 . Who must always authorize a Request for Change before the change is built and tested?A.The Configuration ManagerB.The Change InitiatorC.The Change ManagerD.Release ManagementAnswer: CQUESTION 49 . Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?A.Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occursB.Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solvingC.Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importanceD.Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase themAnswer: CQUESTION 50 . Which one of the following is NOT the responsibility of a Service Level Manager?A.Analyzing and reviewing agreed service levelsB.Maintaining the service catalogueC.Negotiating requests for serviceD.Assessing the full impact of proposed changes to servicesAnswer: DQUESTION 51 . Which of the following statements is INCORRECT?A.Urgent and non-urgent changes follow the same Change Management processB.High risk, urgent changes should be considered by the CAB Emergency CommitteeC.Urgent changes need not necessarily be reviewed, unless there is time to do soD.The justification for urgent changes should always be based on sound business reasonsAnswer: CQUESTION 52 . In Availability Management, Confidentiality and Integrity are elements of:A.ReliabilityB.ServiceabilityC.SecurityD.MaintainabilityAnswer: CQUESTION 53 . At what point should capacity requirements of a proposed system be first considered?A.Leave it until the system is implemented and see if the system works O.K.B.As early as possibleC.When the Development Manager has completed testing and passes the system to Operations for operational testingD.Just before the system goes liveAnswer: BQUESTION 54 . Which of the following is NOT a valid attribute of a hardware CI?A.A supplier's part numberB.The cost of the itemC.A manufacturer's serial numberD.The number of items heldAnswer: DQUESTION 55 . Which of the following activities are NOT part of IT Accounting?A.Calculation of the costs of IT servicesC.Identification of costs by customer, service or activityD.Performing cost-benefit analyses to support decision makingAnswer: BQUESTION 56 . The major difference between a CMDB and an asset register is that CMDB holds information on:A.DocumentationB.SoftwareC.The IT environmentD.RelationshipsAnswer: DQUESTION 57 .Which of the following is least likely to be a direct benefit of implementing a formal Incident Management processA.Improved user satisfactionB.Incident volume reductionC.Elimination of lost incidentsD.Less disruption to both IT support staff and usersAnswer: BQUESTION 58 . Which of the following definitions best describes the IT Infrastructure Library (ITIL)?A.A documented framework of proven best practices in Service ManagementB.A prescriptive process for managing Service Improvement ProjectsC.A methodology for supporting and delivering IT servicesD.A quality standard in managing customer relationshipsAnswer: AQUESTION 59 . The stages in the Incident Management process are:A.Logging, allocation, classification, initial support, communication, resolutionB.Logging, initial support, detection, recording, classification, investigation, recovery and closureC.Detection, classification, investigation, recording, recovery, resolution and closureD.Detection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closureAnswer: DQUESTION 60 . Which of the following terms or phrases are associated with resilience?1. Redundancy2. Fault tolerance3. On-site spares4. DuplexingA.2, 3 and 4B.All of themC.1 and 4D.1, 2 and 4QUESTION 61 . If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organization's senior managers?A.Progress reportingB.Leading the recovery teamsC.Co-ordinating and directing activities, arbitrating and allocating resourcesD.Executing recovery instructionsAnswer: CQUESTION 62 . Capacity Management is responsible for ensuring the capacity of the IT Infrastructure matches the evolvingdemands of the business in the most cost effective and timely manner. Which of the following is NOT part of this responsibility?A.Monitoring performance and throughput of individual IT componentsB.Tuning systems to make most effective use of IT resourcesC.Purchasing resources for the IT InfrastructureD.Influencing customer behaviour to optimise the use of IT resourcesAnswer: CQUESTION 63 . Which of the following are NOT operational costs?A.StaffB.ConsultancyC.A mainframe purchaseD.Accommodation rentalAnswer: CQUESTION 64 . Which of the following statements is FALSE?A.If the root cause and a temporary work-around have been identified for a problem it becomes a known errorB.All known errors need to be resolved to user satisfactionC.A known error can be kept open when a work-around is being usedD.Incidentsare not the only source of known errorsAnswer: BQUESTION 65 . The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:A.Initial testing, Education and Awareness and Assurancecation and Awareness, Review and Auditanization and Implementation Planning and Risk Reduction MeasuresD.Business Impact Analysis, Risk Assessment and Business Continuity StrategyAnswer: DQUESTION 66 . Which of these statements reflect the activities of IT Financial Management?1. IT Financial Management may calculate the prices to be charged for IT services2. IT Financial Management ensures that the IT department charges those who benefit from ITA.Only 1B.Only 2C.NeitherD.1 and 2Answer: AQUESTION 67 . During the release planning stage you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?A.Full ReleaseB.Package ReleaseC.EmergencyD.Delta ReleaseAnswer: BQUESTION 68 . Typically the decision on what should be the lowest level of CI recorded is influenced mostly by:A.The reliability of the CIsB.The level at which components will be independently changedC.The suitability of the available software to hold the informationD.The availability of spares for CIsAnswer: BQUESTION 69 . As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?A.The Forward Schedule of Change, produced by Change ManagementB.A Service Catalogue plus an understanding of the business criticality of each of the servicesC.A list of Services and Operational Level AgreementsD.A report produced by Incident Management detailing the incidents affecting IT Services over the last monthAnswer: BQUESTION 70 . An overhead would normally be regarded as which of the following?A.A discounted chargeB.The market priceC.An indirect costD.A direct costAnswer: CQUESTION 71 . Consider the following activities:1. The analysis of raw data2. The identification of trends3. The definition of Service Management processes4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?A.All of themB.2 and 3C.None of themD.1, 2 and 4Answer: DQUESTION 72 . The CMDB:A.Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24B.Is updated by Configuration Management staff at the end of each working dayC.Holds information that will be useful to the majority of IT Service Management processesD.Must be verified for accuracy monthly with trend reports on errors distributed to management quarterlyAnswer: CQUESTION 73 . Which of the following is NOT a valid method of tuning?A.Balancing disc trafficB.Making more efficient use of processing capacityC.Installing a new serverD.Balancing workloadsAnswer: CQUESTION 74 . For an organization implementing the ITIL IT Service Management processes which of the following statements is most accurate?A.The full benefits will only be realized if all IT staff are fully qualified in IT Service Management.B.The full benefits will only be realized if Incident & Problem Management processes are implemented first.C.The full benefits will only be realized if the business requirements are first ascertained and then the processes are implemented in an integrated way.D.The full benefits will only be realized if regular reviews are undertaken with customers.Answer: CQUESTION 75 . Which of the following would NOT be a performance measurement for the Service Level Management function?A.Whatpercentage of services are covered by SLAs?B.Are service review meetings held on time and correctly minute?C.Are customer perceptions of service improving?D.How many services are included within the CMDB?Answer: DQUESTION 76 . Which of the following is NOT an element of Availability Management?A.VerificationB.SecurityC.ReliabilityD.MaintainabilityAnswer: AQUESTION 77 . Which of the following statements is TRUE?A.Physical copies of all CIs are stored in the DSLB.Release Management is responsible for managing the organization's rights and obligations regarding softwareC.The DSL contains source code onlyD.A change may only be developed from non-definitive versions of software in the case of an urgent release Answer: BQUESTION 78 . Which of the following metrics would you most associate with the Service Desk?A.The number of high priority incidents occurringB.The support team which resolves the greatest number of problemsC.The number of problems solved in a dayD.The mean time between failureAnswer: AQUESTION 79 .Potential benefits from managing IT Service Continuity are:1. Lower insurance premiums2. Fulfillment of mandatory or regulatory requirements3. Reduced business disruption in the event of a disaster4. Better management of risk and the consequent reduction of the impact of failureA.2 and 4B.2, 3 and 4C.All of themD.1, 2 and 4Answer: C。
ITIL认证考试(习题卷3)
ITIL认证考试(习题卷3)第1部分：单项选择题，共100题，每题只有一个正确答案,多选或少选均不得分。
1.[单选题]有关问题和已知错误的信息可为“事件（Incident）管理”提供哪些支持?A)启动快速有效的事件诊断B)不再需要定期进行客户更新C)事件解决期间不再需要协作D)启动对已知错误的重新评估答案:A解析:2.[单选题]下列哪一项是事件的最佳定义:A)任何检测到的或可识别的事情，它对 IT 基础架构的管理是具有意义的B)对一项 IT 服务非计划的中断或者一项服务质量的降低C)一个或多个影响了某一服务的故障的未知原因D)降低或消除故障或问题的原因答案:A解析:3.[单选题]为什么有些服务请求无需额外批准即可满足？A)确保支出得到适当核算B)确保满足信息安全要求C)简化履行工作流程D)设置用户对履行时间的期望答案:C解析:略4.[单选题]服务提供可包括商品、资源获取和服务操作。
哪个是服务操作的示例？A)移动电话使用户能够远程工作B)密码允许用户连接到C)许可证允许用户安装软件产品D)服务台代理为用户提供支持答案:D解析:略5.[单选题]Which stakeholders co-create value in a service relationship?A)Investor and consumerB)Investor and supplierC)Consumer and providerD)Provider and supplier答案:C解析:6.[单选题]关于已知错误数据库 （KEDB） 的哪个陈述是正确的？A)它由服务台维护，并更新每个新事件的详细信息B)它是配置管理数据库 （CMDB） 的一部分，包含解决方法C)它由问题管理维护，并由服务台使用以帮助解决事件D)它由事件管理维护，并包含由问题管理实施的解决方案答案:C解析:略7.[单选题]哪项指导原则建议协调服务管理的各个方面？A)从您现在的位置开始B)通过反馈以迭代方式取得进展C)全面思考和工作D)保持简单实用答案:C解析:略8.[单选题]只有获得修改基础架构的授权，配置管理数据库的数据才能被修改。
ITILV3中文试题二
答案：D
80. IT 持续性管理的生命周期阶段是? a) 初始；需求和战略；实施；日常运营
b) 战略；设计；转换；运营；持续改进 c) 计划；执行；检查；行动 d) 战略；需求；规划；沟通；调用；测试 答案：A
20. 下列哪一项通常应该包含在支撑某一 IT 服务的合同中？ 1. 市场信息 2. 合同描述和范围 3. 职责和依赖性 a) 只有 1 和 2 b) 只有 1 和 3 c) 只有 2 和 3 d) 以上各项都不是 答案：C
21. 下列哪项是服务持续改进模型正确的步骤集合？ a) 制定战略；设计解决方案；转换到生产环境；运营解决方案；持续改进 b) 我们希望处于什么地位？我们如何达到目的？我们如何检查我们到达了？我们如 何保持发展的势头？ c) 识别需要的业务结果；计划怎样达到结果；实施计划；检查计划正确实施；改进解 决方案 d) 远景是什么？我们现在处于什么地位？我们希望处于什么地位？我们如何达到目 的？我们达到目的了吗？我们如何保持发展的势头？ 答案：D
c) 总体拥有成本（TCO） d) 关键性能指标（KPI） 答案：A
12. 技术指标测量下列哪项？ a) 组件 b) 流程 c) 端到端的服务 d) 客户满意度 答案：A
13. 下列哪一个不是变更管理流程的目标？ a) 确保更好地了解变更的影响 b) 确保使用标准化的方法和程序高效率和快速地处理变更 c) 确保对服务资产和配置项（CIs）的所有变更都记录在配置管理系统（CMS）中 d) 按约定的级别为业务用户交付和管理 IT 服务 答案：D
9. 下列哪些项不是每个流程都会定义的部分？ a) 角色 b) 输入和输出 c) 职能 d) 指标 答案：C
ITIL_V3题库大全
2010-3-3Title : ITIL Foundation v.3 CertificationVersion :Exam : EXIN EX0-101QUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreement Answer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customers in the form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following is NOT a characteristic of a process?A. It is measurableB. Delivers specific resultsC. Responds to specific eventsD. A method of structuring an organizationAnswer: DQUESTION 12Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 13Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 14What are the publications that provide guidance specific to industry sectors and organization typesknown as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 15Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a release Answer: BQUESTION 16What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customersAnswer: DQUESTION 17Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a major disruption or disasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and building are protected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved forimplementationAnswer: DQUESTION 18What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-day basisD. A document that describes business services to operational staffAnswer: AQUESTION 19Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released together Answer: DQUESTION 20The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or notAnswer: BQUESTION 21In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impacted any usersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurring IncidentsD. Incident Management has found a workaround but needs some assistance in implementing itAnswer: CQUESTION 22Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 23Implementation of ITIL Service Management requires preparing and planning the effective and efficientuse of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 24What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 25Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 26The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance ofservicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT services Answer: DQUESTION 27Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level Management Answer: AQUESTION 28Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future developmentB. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thing Answer: CQUESTION 29Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 30Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 31Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release and Deployment ManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset and Configuration ManagementD. Service Asset and Configuration Management, Release and Deployment Management, Request FulfilmentAnswer: AQUESTION 32Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration Management SystemC. The Configuration Management System is part of the Service Knowledge Management systemD. The Configuration Management System is part of the Configuration Management DatabaseAnswer: CQUESTION 33Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AQUESTION 34Which of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who know when a service has been disruptedB. Incidents can be reported by anyone who detects a disruption or potentialdisruption to normal service. This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activityD. Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not servicesAnswer: BQUESTION 35What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before a workaround can be foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 36Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 37Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 38Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD. Failing to meet the Incident resolution times specified in a Service LevelAgreementAnswer: AQUESTION 39Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meetingAnswer: AQUESTION 40Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 41Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to request themB. To update the Service Catalogue with services that may be requested through the Service DeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 42Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 43Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 44Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 45Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 46Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 47The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 48Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 49Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 50Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 51What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 52Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-ups are stored and protectedAnswer: BQUESTION 53In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 54Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 55Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 56Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 57Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 58Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 59Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 60Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 61The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the businessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 62Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 63Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 64IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 65A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 66Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for a particular type of change.D. The Change Manager who provides formal authorisation for each change Answer: CQUESTION 67Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 68Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changed serviceAnswer: AQUESTION 69Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in the delivery of service to customersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technical expertise and overall management of the IT InfrastructureAnswer: DQUESTION 70Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 71Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 72A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 73A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 74The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 75When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to Service TransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 76Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually ImproveB. Where do we want to be? How do we get there?; How do we check we arrived? How do we keep the momentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?Answer: DQUESTION 77Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 78A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 79What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 80What is the objective of Access Management?A. To provide security staff for Data Centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To manage access to the Service DeskD. To manage the right to use a service or group of servicesAnswer: DQUESTION 81Identity and Rights are two major concepts involved in which one of the following processes?A. Access ManagementB. Facilities ManagementC. Event ManagementD. Demand ManagementAnswer: AQUESTION 82Which of these is the BEST description of a release unit?A. The portion of a service or IT infrastructure that is normally released togetherB. The smallest part of a service or IT infrastructure that can be independently changedC. The portion of a service or IT infrastructure that is changed by a particular releaseD. A metric for measuring the effectiveness of the Release and Deployment。
计算机三级信息安全技术试题及答案
计算机三级信息安全技术试题及答案计算机三级信息安全技术试题及答案平时的练习是我们考试获取好成绩的前提，同时练习也是需要有选择性地做的，以下是店铺为大家整理的计算机三级信息安全技术试题及答案，欢迎大家一起来学习!计算机三级信息安全技术试题及答案篇1一、判断题1.网络边界保护中主要采用防火墙系统，为了保证其有效发挥作用，应当避免在内网和外网之间存在不经过防火墙控制的其他通信连接。
正确2.网络边统，在内网和外网之间存在不经过防火墙控制的其他通信连接，不会影响到防火墙的有效保护作用。
错误3. 防火墙虽然是网络层重要的安全机制，但是它对于计算机病毒缺乏保护能力。
正确4. 我国刑法中有关计算机犯罪的规定，定义了3种新的犯罪类型。
错误5. 信息技术基础设施库(ITIL)，是由英国发布的关于IT服务管理最佳实践的建议和指导方针，旨在解决IT服务质量不佳的情况。
正确6.美国国家标准技术协会NIST发布的《SP 800-30》中详细阐述了IT系统风险管理内容。
正确7.防火墙在静态包过滤技术的基础上，通过会话状态检测技术将数据包的过滤处理效率大幅提高。
正确8. 通常在风险评估的实践中，综合利用基线评估和详细评估的优点，将二者结合起来。
正确9. 脆弱性分析技术，也被通俗地称为漏洞扫描技术。
该技术是检测远程或本地系统安全脆弱性的一种安全技术。
正确二、填空题1. 在数据库设计中，对数据库的概念、逻辑和物理结构的改变称为(重新组织);其中改变概念或逻辑结构又称为(重新构造);改变物理结构称为(重新格式化)。
2. 在数据库设计中，各类数据描述的集合，包括数据项、数据结构、数据流、数据存储、数据加工过程等的描述，通常称为(数据字典)。
3. 系统规划的.阶段性成果是(系统的总体规划报告);需求分析的阶段成果是(系统需求说明书);物理设计的结果是(物理数据库结构说明书)。
4. 从软件的规划，研制，实现，投入运行和维护，直到它被新的所取代，这一过程成为(软件生存)周期。
ITIL认证考试(习题卷3)
ITIL认证考试(习题卷3)说明：答案和解析在试卷最后第1部分：单项选择题，共260题，每题只有一个正确答案,多选或少选均不得分。
1.[单选题]通过 IT 服务、CI 或监控工具创建的通知，通常可以识别哪些内容？A)事件B)问题C)事件D)请求2.[单选题]下面哪项服务管理维度涉及治理、管理和沟通？A)组织和人员B)信息和技术C)合作伙伴与供应商D)价值流和流程3.[单选题]Which function is responsible for the management of a data centre?A)Technical managementB)Service deskC)Application managementD)Facilities management4.[单选题]下面哪项是服务提供方需要与之协作的最重要利益相关者群体?A)供应商B)客户C)关系经理D)开发人员5.[单选题]下面哪项应视为“合作伙伴与供应商”维度的一部分?A)组织间关系中涉及的整合和正式程度B)实现约定目标所需的活动、工作流、控制和程序C)在服务供应和消费过程中创建、管理和使用的信息D)组织团队与单独成员需具备的技能和能力6.[单选题]哪个描述“变更授权”？A)用于确定谁将评估更改的模型B)批准更改的人员C)用于帮助变革的工具D)管理变革中人员方面的方法7.[单选题]Which one of the following can help determine the level of impact of a problem? 以下哪一项有助于确定问题的影响程度?B)Configuration management system (CMS) 配置管理系统(CMS )C)Statement of requirements (SOR) 需求声明( SOR )D)Standard operating procedures (SOP) 标准作业程序( SOP )8.[单选题]下面哪项指导原则建议先收集数据，再决定哪些内容可重复使用？A)专注于价值B)基于当前情况开始C)保持简单实用D)利用反馈迭代式进展9.[单选题]服务组合由哪三个要素构成？A)客户组合、服务目录和退役服务B)客户组合、配置管理系统和服务目录C)服务管道、服务目录和已停用的服务D)服务管道、配置管理系统和服务目录10.[单选题]哪种做法的目的是通过处理所有商定的用户发起的服务请求来支持服务质量？A)变更控制B)信息技术资产管理C)服务台D)服务请求管理11.[单选题]Which one of the following do technology metrics measure?下列哪项是 技术测量指标?A)Components 组件B)Processes 进程C)The end-to-end service 终端-到-终端 服务D)Customer satisfaction 客户满意度12.[单选题]Which benefit is MOST aligned with the guiding principle 'progress iteratively with Feedback'?A)Service providers are able to respond more quickly to customer needsB)Bottlenecks in the service provider's workflow are identified.C)The complexities of the service provider's IT systems are identified.D)The service provider gains a better understanding of the customer experience.13.[单选题]为什么服务台人员需要检测反复出现的难点？A)为了协助确定问题B)为了将事件升级至合适的支持团队C)为了确保有效处理服务请求D)为了联络相关变更授权人14.[单选题]Which usually requires a team of representatives from many stakeholder groups?A)Fulfilling a service requestB)Authorizing an emergency changeC)Logging a new problemD)Investigating a major incident15.[单选题]对活动实施自动化之前，首先必须要做什么?A)检查活动是否已优化C)确保已成功实施 DevOpsD)确保解决方案已不再需要人为干预16.[单选题]服务消费者可通过下面哪种方式协助降低风险?A)提供符合需求的服务B)确保正确配置服务提供方的资源C)充分了解其自身对服务的需求D)代表服务提供方管理详细的风险级别17.[单选题]“改进”价值链活动的目的包含下面哪一项?A)确保在所有价值链活动中对实践进行持续改进B)确保服务持续满足对质量、成本和投入市场时间的期望C)确保对整个组织的服务改进方向达成共识D)确保持续参与并与所有利益相关者保持良好关系18.[单选题]下面哪项通常与配合服务消费者需求的服务级别相关?A)服务管理B)功效（Warranty）C)成本D)功用（Utility）19.[单选题]下面哪项 ITIL 概念涵盖了治理内容？A)七项指导原则B)服务管理的四个维度C)服务价值链D)服务价值系统20.[单选题]What is defined as a change of state that has significance for the management of an IT Service?A)EventB)IncidentC)ProblemD)Known error21.[单选题]“服务台”的做法的目的是什么？A)通过尽快恢复正常服务操作，将事件的负面影响降至最低B)成为服务提供商与其所有用户的入口点和单一联系点C)通过处理所有预定义的、用户发起的服务请求来支持商定的服务质量D)在战略和战术层面建立和培养组织与其利益相关者之间的联系22.[单选题]“服务级别管理”实践的目的包含下面哪一项?A)最大限度地增加服务和产品变更的成功次数B)确保提供有关服务配置的准确信息C)就服务级别设定明确的业务目标D)确保对供应商及其绩效进行适当管理23.[单选题]Which are elements of the service value system?A)Service provision, service consumption, service relationship managementB)Governance, service value chain, practicesC)Outcomes, utility, warranty24.[单选题]应用“通过反馈迭代推进”的指导原则，这是什么结果？A)更早发现故障并做出响应的能力B)做法和服务标准化C)了解客户对价值的感知D)了解当前状态并确定可以重用的内容25.[单选题]Which service transition process provides guidance about converting data into information?A)Change evaluationD18912E1457D5D1DDCBD40AB3BF70D5DB)Knowledge managementC)Service validation and testingD)Service asset and configuration management26.[单选题]哪种实践需要了解复杂系统并具有创造性和分析能力的人？A)变更支持B)服务水平管理C)服务请求管理D)问题管理27.[单选题]什么被定义为一个或多个事件的原因或潜在原因？A)变更B)事件C)已知错误D)问题28.[单选题]只有获得修改基础架构的授权，配置管理数据库的数据才能被修改。
ITIL试题
I T I L试题(总4页) -CAL-FENGHAI.-(YICAI)-Company One1-CAL-本页仅作为文档封面，使用请直接删除1.判断题（每题2分）1.ITIL是有关IT服务管理的国际标准。
（）2.ITSM的核心思想包括以客户为中心、服务可计量及提供高质量与低成本的服务。
（）3.事件管理的目的为找到故障的根本原因并予以解决。
（）4.ITIL V2中提出了职能化管理的IT服务管理方法论。
（）5.配置管理与IT资产管理都是基于同一个配置管理数据库，是用不同的视角来衡量同一个事物。
（）2.单选题（每题2分）1.下列哪个不是ITIL V3的核心内容？2.A.服务优化B.服务转换C.服务设计D.服务战略3.对于事件，最好的定义是？A.服务的意外中断除非没有服务备份B.IT服务意外中断或质量下降C.无论计划的或意外的任何服务中断4.问题管理的根本目的是：A.找到问题的根本原因，并给出解决方案B.快速处理故障C.为事件管理流程提供必要的管理信息5.根据ITIL思想，关闭事件单的动作应由下列哪个角色执行？6.A.服务台（运维1线）B.运维二线C.事件经理7.事件优先级由以下哪些因素决定？A．影响度和紧急度B．事件处理的技术难度C．事件处理人的技术水平8.问题管理的两个主要特点是？A.技术的和服务B.资源和主动的c.主动的和响应的9.“重大事件”的最好说明是？10.A.事件很复杂，在找到规避措施之前需要根本原因分析B.需要大量人员参与解决的事件C.有高优先级或对业务有重大影响的事件11.规避措施的详细情况应记录于？A.服务级别协议（SLA）B.问题记录C.可用性管理信息系统12.下列对“变更”的描述，相对准确的是？A．任何引起IT生产环境变化的动作B．对于IT硬件的更换C．对于软件的升级与发布13.配置管理的主要活动包括：1.识别和确认配置项2.记录和报告配置项的状态和变更请求3.检验配置项的正确性和完整性等活动A．1和2B．2和3C．1、2、314.根据ITIL理论，事件在关闭前是否需要做满意度调查？15.A．需要，由服务台人员负责完成B．不需要C．需要，由事件最终处理人负责完成16.对于事件管理的根本目的，以下描述中最准确的是？A．尽快恢复客户的服务，将服务中断或服务质量下降的影响减小到最低B．找到故障的根本原因并予以解决C．为IT服务提供管理信息17.ITIL是由哪个国家颁布并出版的？18.A．中国B．法国C．英国19.下列对服务的描述，最准确的是哪一项？A．为客户提供价值和便利的一种手段，并且不需要客户付出额外的风险B．为客户提供产品的一种手段C．无形的产品20.ITSM的管理模式为：A．职能化管理B．流程化管理C．功能化管理21.ITIL V2与ITIL V3最大的区别为？22.A．相对于ITIL V2的流程化管理理念，ITIL V3提出了服务生命周期的概念B．ITIL V3比ITIL V2更加细化C．I TIL V3建立了与其他管理体系的接口23.下列哪一项不是ITIL V2服务支持模块的内容：A．容量管理B．事件管理C．配置管理24.ITIL V3是哪一年发布的？25.A．2007B．2001C．198826.服务台是一种:A．职能B．流程C．职称27.离岸外包服务台属于：A．本地服务台B．集中式服务台C．虚拟服务台。
2023年ITIL信息技术服务管理考试真题
2023年ITIL信息技术服务管理考试真题第一节：基础概念ITIL（Information Technology Infrastructure Library）是一种广泛应用于信息技术服务管理领域的框架，旨在帮助组织提供高质量的IT服务。
以下是2023年ITIL信息技术服务管理考试的真题，请根据题目要求选择正确的答案。
1. ITIL框架提供了一个（）的方法论，用于组织和管理IT服务。
A. 系统性B. 随意C. 临时性D. 模糊性2. ITIL核心指南包括多个服务生命周期阶段，以下不是ITIL服务生命周期阶段的是：A. 服务战略B. 服务设计C. 服务管理D. 服务过渡3. ITIL框架中，（）是所有ITIL过程的核心。
A. 变更管理B. 问题管理C. 服务过程D. 配置管理4. ITIL框架强调（）范畴的服务管理。
A. 单一组织B. 多个企业C. 只有IT领域D. 信息技术和业务的融合第二节：应用技巧答题技巧是成功应对考试的关键。
以下是一些建议，帮助你在2023年ITIL信息技术服务管理考试中取得好成绩：1. 充分理解ITIL核心概念和术语。
重点掌握ITIL服务生命周期的各个阶段和核心过程的知识。
2. 阅读题目并仔细分析每个选项的含义。
排除掉显然错误的选项，然后在剩下的选项之间进行选择。
3. 注意每个选项中的关键词，这些词通常可以帮助你找到正确答案。
4. 注意题目中可能出现的关键限定词，如“首要的”、“最佳的”、“最适合的”等。
这些词可以指导你选择最符合题意的选项。
5. 在考试中合理分配时间。
如果某个题目占用了太多时间，可以先跳过去，待其他题目完成后再回头解答。
第三节：习题练习以下是几道2023年ITIL信息技术服务管理考试的习题，请根据题目要求选择正确的答案。
1. ITIL框架主要关注的是：A. 提高业务流程效率B. 优化IT基础设施C. 管理IT人员D. 控制IT成本2. 以下哪项不属于ITIL服务过程中的一部分：A. 事件管理B. 变更管理C. 供应商管理D. 容量管理3. ITIL服务设计阶段的目标是：A. 确定服务需求B. 优化服务交付C. 管理服务问题D. 改进服务水平第四节：总结ITIL信息技术服务管理考试是检验候选人在IT服务管理领域知识和技能的重要考试。
ITIL V3 Foundation考试真题
examExam ITV3F.EN Exam number 2016.3EXIN International B.V.Examination Institute for Information Science Janssoenborch, Hoog Catharijne Godebaldkwartier 365, 3511 DT Utrecht P.O. Box 19147, 3501 DC Utrecht The NetherlandsTelephone +31 30 234 48 25 Fax +31 30 231 59 86 E-mail info@exin.nlInternet ITIL ® V3 Foundation edition 2010content2 introduction3 questionsAt the end of the exam all papers should be handed in. It is not allowed to take home exammaterials.IntroductionThis is the exam ITIL®V3 Foundation.This exam consists of 40 multiple-choice questions. Each multiple-choice question has a number of possible answers, of which only one is the correct answer.The maximum number of points that can be obtained for this exam is 40. Each correct answer is worth one point. If you obtain 26 points or more you will pass.The time allowed for this exam is 60 minutes.No rights may be derived from this information.Good luck!© OGC’s Official Accreditor: - The APM Group Limited 2010ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.The Swirl logo™ is a Trade Mark of the Office of Government Commerce.This document must not be reproduced without express permission from The APM Group Ltd.ITV3F.EN 2016.32/131 of 40Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?A.An agreement with an individual customer group, covering all the services that they useB.An agreement that covers one service for a single customerC. An agreement that covers service specific issues in a multi-level SLA structureD.An agreement that covers one service for all customers of that service2 of 40Which of the following would a Major Problem Review examine?1. Things that were done correctly2. Those things that were done incorrectly3. How to prevent recurrence4. What could be done better in the futureA.1 onlyB.2 and 3 onlyC. 1, 2 and 4 onlyD.All of the above3 of 40"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services".These specialized organizational capabilities include which of the following?A.Applications and InfrastructureB.Functions and ProcessesC. Service Pipeline and Service CatalogueD.Markets and CustomersITV3F.EN 2016.33/134 of 40Which of these activities would commonly be performed by a Service Desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Diagnosing the root cause of problemsA.All of the aboveB.1, 2 and 3 onlyC. 2 and 4 onlyD.3 and 4 only5 of 40Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A.Service Asset and Configuration ManagementB.Event ManagementC. Service Catalogue ManagementD.Performance Management6 of 40Which of the following provides the PRIMARY source of guidance on what needs to be protected by Information Security Management?A.IT ManagementB.Service Desk ManagerC. Business ManagementD.The Change manager7 of 40Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?A.The ECAB considers every high priority Request for ChangeB.Amongst the duties of the ECAB is the review of completed emergency changesC. The ECAB will be used for emergency changes where there may not be time to call a full CABD.The ECAB will be chaired by the IT DirectorITV3F.EN 2016.34/138 of 40Where would you expect incident resolution targets to be documented?A.A Service Level Agreement(SLA)B.A Request for Change(RFC)C. The Service PortfolioD.A Service Description9 of 40What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A.What is the Return On Investment (ROI)?B.How much did it cost?C. How do we keep the momentum going?D.What is the Value On Investment (VOI)?10 of 40Which of the following statements about communication within Service Operation are CORRECT?1. All communication must have an intended purpose or resultant action2. Communication should not take place without a clear audienceA.1 onlyB.2 onlyC. Both of the aboveD.None of the aboveITV3F.EN 2016.35/1311 of 40Which of the following is the CORRECT definition of a Release Unit?A.A measurement of costB.A function described within Service TransitionC. The team of people responsible for implementing a releaseD.The portion of a service or IT infrastructure that is normally released together12 of 40Which of the following statements correctly states the relationship between urgency, priority and impact?A.Impact, priority and urgency are independent of each otherB.Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD.Priority should be based on impact and urgency13 of 40Which of the following is NOT a characteristic of a process?A.It is measurableB.It delivers specific resultsC. It responds to specific eventsD.It structures an organization14 of 40Which process or function is responsible for monitoring activities and events in the IT Infrastructure?A.Service Level ManagementB.IT Operations ManagementC. Capacity ManagementD.Incident ManagementITV3F.EN 2016.36/1315 of 40Which process is responsible for managing relationships with vendors?A.Change ManagementB.Service Portfolio ManagementC. Supplier ManagementD.Continual Service Improvement16 of 40Which of the following BEST describes the goal of Access Management?A.To provide a channel for users to request and receive standard servicesB.Provides the rights for users to be able to use a service or group of servicesC. To prevent Problems and resulting Incidents from happeningD.To detect security events and make sense of them17 of 40What body exists to support the authorisation of changes and to assist Change Management in the assessment and prioritization of changes?A.The Change Authorisation BoardB.The Change Advisory BoardC. The Change I mplementerD.The Change Manager18 of 40Which of the following should be considered when designing measurement systems, methods and metrics?1. The services2. The architectures3. The configuration items4. The processesA.1, 2 and 3 onlyB.1, 3 and 4 onlyC. 2,3 and 4 onlyD.All of the aboveITV3F.EN 2016.37/1319 of 40Match the following activities with the Deming Cycle stages1. Monitor, Measure and Review2. Continual Improvement3. Implement Initiatives4. Plan for ImprovementA.1 Plan, 2 Do, 3 Check, 4 ActB.3 Plan, 2 Do, 4 Check, 1 ActC. 4 Plan, 3 Do, 1 Check, 2 ActD.2 Plan, 3 Do, 4 Check, 1 Act20 of 40Which of the following is NOT a purpose of Service Transition?A.To ensure that a service can be managed, operated and supportedB.To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD.To plan and manage the capacity and resource requirements to manage a release21 of 40The BEST description of an Incident is:A.An unplanned disruption of service unless there is a backup to that serviceB.An unplanned interruption to service or a reduction in the quality of serviceC. Any disruption to service whether planned or unplannedD.Any disruption to service that is reported to the Service Desk, regardless of whether theservice is impacted or not22 of 40What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?A.Configuration BaselineB.Project BaselineC. Change BaselineD.Asset BaselineITV3F.EN 2016.38/1323 of 40Which statement should NOT be part of the value proposition for Service Design?A.Reduced Total Cost of OwnershipB.Improved quality of serviceC. Improved Service alignment with business goalsD.Better balance of technical skills to support live services24 of 40Which of the following statements about the Service Owner is INCORRECT?A.Carries out the day-to-day monitoring and operation of the service they ownB.Contributes to continual improvement affecting the service they ownC. Is a stakeholder in all of the IT processes which support the service they ownD.Is accountable for a specific service within an organization25 of 40Which of the following statements BEST describes the aims of Release and Deployment Management?A.To build, test and deliver the capability to provide the services specified by Service DesignB.To ensure that each Release package specified by Service Design consists of a set of relatedassets and service componentsC. To ensure that all changes can be tracked, tested and verified if appropriateD.To record and manage deviations, risks and issues related to the new or changed service26 of 40What are Request Models used for?A.Assessing changes to understand their potential impactB.Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches such aslocal or remoteD.Defining how common types of service requests should be processedITV3F.EN 2016.39/1327 of 40Which of the following are objectives of Service Level Management?1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA.1, 2 and 3 onlyB.1 and 2 onlyC. 1, 2 and 4 onlyD.All of the above28 of 40What are the two major processes in Problem Management?A.Technical and ServiceB.Resource and ProactiveC. Reactive and TechnicalD.Proactive and Reactive29 of 40Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?A.People, Products, Partners, ProfitB.People, Process, Products, PartnersC. Potential, Preparation, Performance, ProfitD.People, Potential, Products, PerformanceITV3F.EN 2016.310/1330 of 40Which of the following areas would technology help to support during the Service Lifecycle?1. Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process DesignA.2, 3 and 4 onlyB.1, 3 and 4 onlyC. 1, 2 and 3 onlyD.All of the above31 of 40In which of the following should details of a workaround be documented?A.The Service Level Agreement (SLA)B.The problem recordC. The Availability Management Information SystemD.The IT service continuity plan32 of 40Service Transition contains detailed descriptions of which processes?A.Change Management, Service Asset and Configuration Management, Release and DeploymentManagementB.Change Management, Capacity Management Event Management, Service RequestManagementC. Service Level Management, Service Portfolio Management, Service Asset and ConfigurationManagementD.Service Asset and Configuration Management, Release and Deployment Management, RequestFulfilment33 of 40Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?A.Service level requestsB.Changes and ReleasesC. Password resetsD.Incidents and ProblemsITV3F.EN 2016.311/1334 of 40How many people should be accountable for a process as defined in the RACI model?A.As many as necessary to complete the activityB.Only one - the process ownerC. Two - the process owner and the process enactorD.Only one - the process architect35 of 40The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?A.Knowledge ManagementB.Availability ManagementC. Service Asset and Configuration ManagementD.Change Management36 of 40Which Service Design process makes the most use of data supplied by Demand Management?A.Service Catalogue ManagementB.Service Level ManagementC. IT Service Continuity ManagementD.Capacity Management37 of 40Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?A.Technology, Customer, UserB.Corporate, Customer, ServiceC. Corporate, Customer, TechnologyD.Service, User, IT38 of 40Customer perceptions and business outcomes help to define what?A.The value of a serviceB.Customer satisfactionC. Total cost of ownershipD.Key performance indicatorsITV3F.EN 2016.312/1339 of 40What is IT Governance concerned with?A.Measuring and improving the efficiency and effectiveness of IT processesB.Ensuring that IT processes support the organization's strategies and objectivesC. Reducing the total cost of providing services to the businessD.Ensuring that targets documented in Service Level Agreements (SLAs) are met40 of 40Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?A.Service OperationB.Service TransitionC. Continual Service I mprovementD.Service StrategyITV3F.EN 2016.313/13。
itil考试部分参考答案
itil考试部分参考答案ITIL考试部分参考答案ITIL（Information Technology Infrastructure Library）是一种全球通用的IT服务管理框架，旨在帮助组织提供高质量的IT服务。
ITIL考试是IT服务管理领域的重要认证之一，对于IT从业人员来说具有重要的意义。
本文将为大家提供ITIL考试中常见问题的参考答案，帮助考生更好地准备考试。
一、ITIL基础知识部分1. ITIL框架的核心内容是什么？答：ITIL框架的核心内容包括服务战略、服务设计、服务过渡、服务运营和持续服务改进五个阶段。
每个阶段都有特定的过程和最佳实践指南，用于帮助组织建立和管理高效的IT服务。
2. ITIL中的服务生命周期是什么？答：ITIL中的服务生命周期是指从服务策划、设计、过渡、运营到改进的全过程。
它强调了服务的全面生命周期管理，帮助组织实现持续的服务提供和改进。
3. ITIL中的服务水平管理是什么？答：服务水平管理是指通过制定和管理服务水平协议（SLA）来确保IT服务与业务需求相匹配。
它涉及到定义、测量和监控服务水平目标，以及与客户进行沟通和协商。
4. ITIL中的问题管理是什么？答：问题管理是指通过识别、记录、分类、调查和解决问题来减少IT服务中的故障和中断。
问题管理旨在防止问题的重复出现，并最大程度地减少对业务的影响。
5. ITIL中的变更管理是什么？答：变更管理是指通过评估、授权和控制变更来确保IT服务的稳定性和可靠性。
变更管理旨在最小化变更对业务的影响，并确保变更的有效实施。
二、ITIL实践部分1. ITIL中的事件管理是什么？答：事件管理是指对IT服务中的事件进行识别、记录、分类和处理的过程。
事件管理旨在通过快速响应和解决事件，最大程度地减少对业务的影响。
2. ITIL中的配置管理是什么？答：配置管理是指对IT服务中的配置项进行识别、记录、控制和审核的过程。
配置管理旨在确保配置项的准确性和可靠性，并提供对配置项的全面控制。
ITIL_V3服务管理与认证考试详_简介
ITIL V3服务管理与认证考试详解作者介绍：刘通，1998年毕业于哈尔滨工程大学计算机及应用专业，获得计算机技术学士学位；2004年毕业于英国龙比亚大学，获得软件技术硕士学位。
自1998年以来，作者先后就职于苏州明基电脑公司和北京亿阳集团，担当软件工程师、系统架构师、项目经理等职。
2005年英国留学回国后，加入了美国IBM深圳分公司，担当技术服务经理和IT系统架构师职务至今。
作者有多年的ERP及移动电信软件的设计开发经验。
自从加入美国IBM公司以来，一直从事IBM服务器、数据库、存储软件和系统安全的维护和管理工作。
服务是IBM目前最关注的经济增长点之一，IBM一直以来都是ITIL服务管理的倡导者和执行者。
作者在执行服务管理的同时，也一直在IBM内部推广ITIL服务管理理念。
为了便于与广大读者进行交流，本书作者提供个人电子邮箱地址和QQ号，分别是：电子邮箱：QQ号：1413162593前言你想未出校门就具备现在企业(如IBM、HP、联想、中国移动、招商银行、华为等)所要求的IT服务管理理念和必要的IT服务管理意识吗？你想刚步入公司，就能够准确把握企业的战略方向和自己在公司IT服务管理中的定位吗?你想从事IT服务行业多年以后，好好回顾一下你对服务管理的认识和归纳一下IT服务管理理念吗？你想尽快了解ITIL服务管理知识并顺利通过ITIL认证考试吗？本书的目标读者可以是做IT服务外包和企业内部运营维护的IT技术支持和运维服务人员，也可以是IT服务经理和高层主管，更可以作为给在校大学生进行服务管理培训课程的指导丛书。
读者只需对企业IT服务运维和管理有初步认识即可，通过本书的学习，读者会拓展必要的IT服务管理意识，深入的理解ITIL服务管理理论在企业管理中的具体运用，IT服务战略和企业商业战略的内在关系和如何通过有效的IT服务管理来为企业创造商业价值。
目前IBM和HP这样的大公司正在推动ITIL在服务领域的实施。
ITIL 考试v3
Exam : ITIL Ex0101Title : Update : DemoITIL Foundation v.31.Which of the following statements is CORRECT?1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation2. All of the phases of the lifecycle are concerned with the value of IT servicesA: 1 onlyB: 2 onlyC: Both of the aboveD: Neither of the aboveCorrect Answers: B2.Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA: Both of the aboveB: 1 onlyC: Neither of the aboveD: 2 onlyCorrect Answers: B3.Which of the following is NOT one of the five individual aspects of Service Design?A: The design of the Service Portfolio, including the Service CatalogueB: The design of new or changed servicesC: The design of Market SpacesD: The design of the technology architecture and management systemsCorrect Answers: C4.Which of the following is NOT the responsibility of the Service Catalogue Manager?A: Ensuring that information in the Service Catalogue is accurateB: Ensuring that information within the Service Pipeline is accurateC: Ensuring that information in the Service Catalogue is consistent with information in the Service PortfolioD: Ensuring that all operational services are recorded in the Service CatalogueCorrect Answers: B5.Which of the following statements is CORRECT?A: The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)B: The Service Knowledge Management System (SKMS) is part of the CMSC: The KEDB and the CMS form part of the larger SKMSD: The CMS is part of the Configuration Management Data Base (CMDB)Correct Answers: C6.Which of the following questions does Service Strategy help answer with its guidance?1. How do we prioritize investments across a portfolio?2. What services to offer and to whom?3. What are the Patterns of Business Activity (PBA)?A: 1 onlyB: 2 onlyC: 3 onlyD: All of the aboveCorrect Answers: D7.Which of the following is NOT a characteristic of a process?A: It is measurableB: Delivers specific resultsC: Responds to specific eventsD: A method of structuring an organisationCorrect Answers: D8.Which of the following statements about processes is INCORRECT?A: A process may define policies, standards and guidelinesB: The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"C: The objective of any IT process should be expressed in terms of business benefits and goalsD: The output from a process has to conform to operational norms derived from business objectives Correct Answers: B9.What is a RACI model used for?A: Performance analysisB: Recording Configuration ItemsC: Monitoring servicesD: Defining roles and responsibilitiesCorrect Answers: D10.The group that authorizes changes that must be installed faster than the normal process is called the?A: CAB Emergency Committee (CAB/EC)B: Emergency CAB (ECAB)C: Urgent Change Board (UCB)D: Urgent Change Authority (UCA)Correct Answers: B11.Contracts relating to an outsourced Data Centre would be managed by?A: T echnical ManagementB: Service DeskC: IT Operations ControlD: Facilities ManagementCorrect Answers: D12.Which Service Design process makes the most use of data supplied by Demand Management?A: Service Catalogue ManagementB: Service Level ManagementC: IT Service Continuity ManagementD: Capacity ManagementCorrect Answers: D13.Which of the following CANNOT be stored and managed by a tool?A: KnowledgeB: InformationC: WisdomD: DataCorrect Answers: C14.The BEST description of the purpose of Service Operation is?A: T o decide how IT will engage with suppliers during the Service Management LifecycleB: T o proactively prevent all outages to IT ServicesC: T o design and build processes that will meet business needsD: T o deliver and support IT Services at agreed levels to business users and customersCorrect Answers: D15.In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?A: Service StrategyB: Service DesignC: Service TransitionD: Service OperationCorrect Answers: B16.Which of the following sentences BEST describes a Standard Change?A: A change to the service provider's established policies and guidelinesB: A change that correctly follows the required change processC: A preauthorised change that has an accepted and established procedureD: A change that is made as the result of an auditCorrect Answers: C17.Which process is responsible for discussing reports with customers showing whether services have met their targets?A: Continual Service ImprovementB: Business Relationship ManagementC: Service Level ManagementD: Availability ManagementCorrect Answers: C18.What are the three Service Provider business models?A: Internal Service provider, Outsourced 3rd party and Offshore partyB: Internal Service Operations provider, External Service Operations provider, Shared Service Unit C: Internal Service provider, External Service provider, Outsourced 3rd PartyD: Internal Service provider, External Service provider, Shared Service ProviderCorrect Answers: D19.Which is the correct combination of Service Management terms across the Lifecycle?A: 1B, 2C, 3D, 4AB: 1C, 2D, 3A, 4BC: 1C, 2B, 3A, 4DD: 1A, 2B, 3C, 4DCorrect Answers: C20.Application Management plays a role in all applications. One of the key decisions to which they contribute is?A: Where the vendor of an application is locatedB: Whether to buy an application or build itC: Who the vendor of the storage devices will beD: Should application development be outsourcedCorrect Answers: B21.How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?A: There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual ImprovementB: Each stage should be carried out once in the order PlanDoCheckActC: The entire cycle should be repeated multiple times to implement Continual ImprovementD: There should be a single Plan, then the DoCheckAct cycle should be repeated multiple times to implement Continual ImprovementCorrect Answers: C22.Which is the first step in the 7 Step Improvement Process?A: Prepare for actionB: Define what you should measureC: Where are we now?D: Identify gaps in Service Level Agreement (SLA) achievementCorrect Answers: B23.Which of the following is NOT a valid objective of Request Fulfilment?A: T o provide information to users about what services are available and how to request themB: T o update the Service Catalogue with services that may be requested through the Service DeskC: T o provide a channel for users to request and receive standard servicesD: T o source and deliver the components of standard services that have been requestedCorrect Answers: B24.What is the definition of an Alert?A: An audit report that indicates areas where IT is not performing according to agreed proceduresB: A type of IncidentC: An error message to the user of an applicationD: A warning that a threshold has been reached or that something has changedCorrect Answers: D25.In many organisations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:A: Only manage Incidents effectively through the 1st lineB: Manage Incidents effectively through 1st, 2nd and 3rd lineC: Only manage Incidents effectively through 1st and 2nd lineD: Only manage Incidents effectively at the 3rd lineCorrect Answers: B26.Which of the following is NOT part of the Service Design phase of the Service Lifecycle?A: Produce and maintain all necessary Service Transition packagesB: Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisationC: T ake the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are producedD: Measuring the effectiveness and efficiency of Service Design and the supporting processesCorrect Answers: A27.Which process is responsible for frequently occurring changes where risk and cost are low?A: Access managementB: Incident ManagementC: Release and Deployment ManagementD: Request fulfilmentCorrect Answers: D28.Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?A: Extreme focus on responsivenessB: Extreme focus on costC: Vendor focusedD: Extreme internal focusCorrect Answers: D29.Which of these statements about Service Desk staff is CORRECT?A: The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salariesB: Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trainedC: The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory rolesD: Service Desk staff should be recruited from people who have high levels of technical skill to minimise the cost of training themCorrect Answers: C30.Effective release and deployment management enables the service provider to add value to the business by?A: Delivering change, faster and at optimum cost and minimized riskB: Ensuring that all assets are accounted forC: Verifying the accuracy of all items in the configuration management databaseD: Ensures that the fastest servers are purchasedCorrect Answers: A was founded in 2006. 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itil-foundation-v3考试题库
EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual ServiceImprovement (CSI)?Return On Investment (ROI), Value On Investment (VOI), qualityA.Strategic, tactical and operationalB.CCritical Success Factors (CSFs), Key Performance Indicators (KPIs), activities.Technology, process and serviceD.Answer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?To prevent Problems and their resultant IncidentsA.To manage Problems throughout their lifecycleB.CTo restore service to a user.To eliminate recurring IncidentsD.Answer: CQUESTION 3Availability Management is responsible for availability of the:Services and ComponentsA.BServices and Business Processes.CComponents and Business Processes.Services, Components and Business ProcessesD.Answer: AQUESTION 4Contracts are used to define:AThe provision of IT services or business services by a Service Provider.The provision of goods and services by SuppliersB.Service Levels that have been agreed between the Service Provider and their Customer C.Metrics and Critical Success Factors (CSFs) in an external agreementD.Answer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?Requirement to always call the Service Desk for service requestsA.Web front-endB.CMenu-driven range of self help and service requests.A direct interface into the back-end process-handling softwareD.Answer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?The Service ProviderA.BThe Service Level Manager.CThe Customer.The Finance departmentD.Answer: AQUESTION 7Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA1 only.2 and3 onlyB.C1, 2 and 4 only.DAll of the above.Answer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?As many as necessary to complete the activityA.BOnly one - the process owner.C.Two - the process owner and the process enactorD.Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A.Service reporting intervals must be defined and agreed with the customers B.Reporting intervals should be set by the Service ProviderC.Reports should be produced weeklyD.Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A .A set of specialised organizational capabilities for providing value to customers in the form ofservicesB .A group of interacting, interrelated, or independent components that form a unified whole,operatingtogether for a common purposeC.The management of functions within an organization to perform certain activitiesD.Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA.1 and 3 onlyB.All of the aboveC.2 and 4 onlyD.1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionBoth of the aboveA.1 onlyB.Neither of the aboveC.2 onlyD.Answer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?The Service Strategy and Service Transition booksA.The ITIL Complementary GuidanceB.The Service Support and Service Delivery booksC.Pocket GuidesD.Answer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?To ensure that a service can be managed, operated and supportedA.To provide training and certification in project managementB.To provide quality knowledge of Change, Release and Deployment Management C.To plan and manage the capacity and resource requirements to manage a release D.Answer: BQUESTION 15What is the BEST description of the purpose of Service Operation?To decide how IT will engage with suppliers during the Service Management Lifecycle A.To proactively prevent all outages to IT ServicesB.To design and build processes that will meet business needsC.DTo deliver and manage IT Services at agreed levels to business users and customers.Answer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A .To ensure that the organization can continue to operate in the event of a major disruption ordisasterB.To ensure that the workplace is a safe environment for its employees and customersC .To ensure that the organization assets, such as information, facilities and building areprotected fromthreats, damage or lossD.To ensure only the change requests with mitigated risks are approved for implementationAnswer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A.An agreement between the service provider and another part of the same organizationB.An agreement between the service provider and an external organizationC.A document that describes to a customer how services will be operated on a day-to-day basisD.A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A.A measurement of costB.A function described within Service TransitionC.The team of people responsible for implementing a releaseD.The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A.An unplanned disruption of service unless there is a backup to that service B.An unplanned interruption or reduction in the quality of an IT ServiceC.Any disruption to service whether planned or unplannedD .Any disruption to service that is reported to the Service Desk, regardless of whether theservice isimpacted or not Answer: BQUESTION 20In which of the following situations should a Problem Record be created?A .An event indicates that a redundant network segment has failed but it has not impacted anyusersB.An Incident is passed to second-level supportC .A Technical Management team identifies a permanent resolution to a number of recurringIncidentsD.Incident Management has found a workaround but needs some assistance in implementing itAnswer: CQUESTION 21Which of the following BEST describes a Problem?A.A Known Error for which the cause and resolution are not yet knownB.The cause of two or more IncidentsC.A serious Incident which has a critical impact to the businessD.The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A.People, Process, Partners, SuppliersB.People, Process, Products, TechnologyC.People, Process, Products, PartnersD.People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A.What is the Return On Investment (ROI)?B.How much did it cost?C.How do we keep the momentum going?D.What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A.Processes and functionsB.Maturity and costC.The end to end serviceD.Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A.To carry out the Service Operations activities needed to support current IT services B.To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC.To create and populate a Service CatalogueD.To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A.Supplier Management and Service Level ManagementB.Supplier Management and Demand ManagementC.Demand Management and Service Level ManagementD.Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A .The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are beingconsidered for future developmentB .The Service Catalogue has information about all services; the Service Portfolio only hasinformationabout services which are being considered for future developmentC .The Service Portfolio has information about all services; the Service Catalogue only hasinformationabout services which are live, or being prepared for deploymentD.Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A.Service Level ManagementB.IT Operations ManagementC.Capacity ManagementD.Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A.Job descriptionsB.FunctionsC.TeamsD.Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A .Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB .Change Management, Capacity Management Event Management, Service RequestManagementC .Service Level Management, Service Portfolio Management, Service Asset and Configuration ManagementD .Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A.The Configuration Management System is part of the Known Error Data BaseB .The Service Knowledge Management System is part of the Configuration ManagementSystemC .The Configuration Management System is part of the Service Knowledge ManagementsystemD.The Configuration Management System is part of the Configuration Management DatabaseAnswer: CQUESTION 32Major Incidents require:A.Separate proceduresB.Less urgencyC.Longer timescalesD.Less documentationAnswer: AQUESTION 33Which of the following statements about Incident reporting and logging is CORRECT?A .Incidents can only be reported by users, since they are the only people who know when aservice hasbeen disruptedB .Incidents can be reported by anyone who detects a disruption or potential disruption tonormal service.This includes technical staffC .All calls to the Service Desk must be logged as Incidents to assist in reporting Service DeskactivityD .Incidents reported by technical staff must be logged as Problems because technical staffmanageinfrastructure devices not services Answer: BQUESTION 34What is the BEST description of a Major Incident?A .An Incident that is so complex that it requires root cause analysis before a workaround canbe foundB.An Incident which requires a large number of people to resolveC.An Incident logged by a senior managerD.An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA.1 onlyB.Both of the aboveC.2 onlyD.Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A.Impact, priority and urgency are independent of each otherB.Urgency should be based on impact and priorityC.Impact should be based on urgency and priorityD.Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A.Notifying more senior levels of management about an IncidentB.Passing an Incident to people with a greater level of technical skillC .Using more senior specialists than necessary to resolve an Incident to maintain customersatisfactionD.Failing to meet the Incident resolution times specified in a Service Level AgreementAnswer: AQUESTION 38Which of the following BEST describes a Service Request?A.A request from a User for information, advice or for a Standard ChangeB.Anything that the customer wants and is prepared to pay forC.Any request or demand that is entered by a user via a Self-Help web-based interfaceD .Any Request for Change (RFC) that is low risk and can be approved by the Change Managerwithout aChange Advisory Board (CAB) meetingAnswer: AQUESTION 39Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A.Service StrategyB.Service TransitionC.Service OperationD.Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A.To provide information to users about what services are available and how to request themB .To update the Service Catalogue with services that may be requested through the ServiceDeskC.To provide a channel for users to request and receive standard servicesD.To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A.Request FulfilmentB.Service Portfolio ManagementC.Service DeskD.IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA1, 2 and 4 only.2, 3 and 4 onlyB.1, 3 and 4 onlyC.D1, 2 and 3 only.Answer: AQUESTION 43Which Functions are included in IT Operations Management?ANetwork Management and Application Management.Technical Management and Change ManagementB.IT Operations Control and Facilities ManagementC.DFacilities Management and Release Management.Answer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?AWisdom - Information - Data - Knowledge.Data - Information - Knowledge - WisdomB.Knowledge - Wisdom - Information - DataC.DInformation - Data - Knowledge - Wisdom.Answer: BQUESTION 45Which of the following CANNOT be provided by a tool?AKnowledge.InformationB.WisdomC.DData.Answer: CQUESTION 46The BEST processes to automate are those that are:ACarried out by Service Operations.Carried out by lots of peopleB.Critical to the success of the business missionC.DSimple and well understood.Answer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA2, 3 and 4 only.1, 3 and 4 onlyB.C1, 2 and 3 only.All of the aboveD.Answer: CQUESTION 48Which of the following are the two primary elements that create value for customers?Value on Investment (VOI), Return on Investment (ROI)A.BCustomer and User satisfaction.CUnderstanding Service Requirements and Warranty.Utility and WarrantyD.Answer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?AMeasurement, methods and metrics.Service Design PackageB.Service Portfolio DesignC.Process definitionsD.Answer: BQUESTION 50What is the Service Pipeline?A.All services that are at a conceptual or development stageB.All services except those that have been retiredC.All services that are contained within the Service Level Agreement (SLA) D.All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A.A secure location where definitive hardware spares are heldB .A secure library where definitive authorised versions of all media Configuration Items (CIs)are storedand protectedC.A database that contains definitions of all media CIsD .A secure library where definitive authorised versions of all software and back-ups are storedandprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to: A.IT Infrastructure and ApplicationsB.Services, technology and toolsC.Goods provided by third parties to support the IT ServicesD.All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A.Service Design: Design the processesB.Service Strategy: Develop the offeringsC.Service Transition: Plan and prepare for deploymentD.Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?Service Catalogue ManagementA.BService Level Management.CIT Service Continuity Management.Capacity ManagementD.Answer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate in1, 2 and 3 onlyA.1 and2 onlyB.1, 2 and 4 onlyC.DAll of the above.Answer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?Continual Service ImprovementA.Business Relationship ManagementB.Service Level ManagementC.Availability ManagementD.Answer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA 1 onlyBAll of the above.1 and2 onlyC.1 and 3 onlyD.Answer: BQUESTION 58Reliability is a measure of:The availability of a service or componentA.BThe level of risk that could impact a service or process.How long a service or component can perform its function without failingC.DA measure of how quickly a service or component can be restored to normal working.Answer: CQUESTION 59Which process is responsible for managing relationships with vendors?Change ManagementA.Service Portfolio ManagementB.Supplier ManagementC.Continual Service ImprovementD.Answer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business1 and2 onlyA.1 onlyB.All of the aboveC.D1 and 3 only.Answer: CQUESTION 61Data used to support the capacity management process should be stored in:A configuration management database (CMDB)A.A capacity database (CDB)B.A configuration management system (CMS)C.A capacity management information system (CMIS)D.Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?Capacity ManagementA.Incident ManagementB.Service Level ManagementC.Financial ManagementD.Answer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessment1, 2 and 4 onlyA.1, 2 and 3 onlyB.2, 3 and 4 onlyC.1, 3 and 4 onlyD.Answer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints procedures1,2 and 3 onlyA.B All of the aboveC.1 and2 onlyD.1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A.The Change Advisory BoardB.A person that provides formal authorisation for a particular type of change.C .A role, person or a group of people that provides formal authorisation for a particular type ofchange.D.The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA.A change to a contract with a supplierB.A firmware upgrade to a server that is only used for IT Service Continuity purposesC.An urgent need to replace a CPU to restore a service during an incidentD.A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A .To build, test and deliver the capability to provide the services specified by Service Designand that willaccomplish the stakeholders requirements and deliver the intended objectivesB .To ensure that each Release package specified by Service Design consists of a set of relatedassets andservice components that are compatible with each otherC .To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD.To record and manage deviations, risks and issues related to the new or changed serviceAnswer: AQUESTION 68Which of the following BEST describes Technical Management?A A Function responsible for Facilities Management and building control systemsB .A Function that provides hardware repair services for technology involved in the delivery ofservice tocustomersC.Senior managers responsible for all staff within the technical support FunctionD .A Function that includes the groups, departments or teams that provide technical expertiseand overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A.Technical ManagementB.Service DeskC.IT Operations ControlD.Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A.Resources are types of Service Asset and Capabilities are notB.Resources and Capabilities are both types of Service AssetC.Capabilities are types of Service Asset and Resources are notD.Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A.Something that won't happenB.Something that will happenC.Something that has happenedD.Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A.The part of a contract that specifies responsibilities of each partyB.An agreement between the Service Provider and an internal organizationC.An agreement between a Service Provider and an external supplierD.An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A.A Service Level PackageB.A Service Transition PackageC.A Service Design PackageD.A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A.At the same time as the service is designedB.After the service has been designed, before the service is handed over to Service Transition C.As part of Service TransitionD.Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A .Devise a strategy; Design the solution; Transition into production; Operate the solution;ContinuallyImproveB .Where do we want to be?; How do we get there?; How do we check we arrived?; How do wekeep themomentum going?C .Identify the required business outcomes; Plan how to achieve the outcomes; Implement theplan; Checkthe plan has been properly implemented; Improve the solutionD .What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?。
itilfoundationv3考试题库(供参考)
EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within ServiceOperation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customers in the formof servicesB. A group of interacting, interrelated, or independent components that form a unified whole,operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a release Answer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customers Answer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a major disruption ordisasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and building areprotected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved for implementation Answer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-daybasisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether theservice isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impacted anyusersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurringIncidentsD. Incident Management has found a workaround but needs some assistance in implementingitAnswer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or being preparedfordeployment; the Service Portfolio only has information about services which are beingconsidered for futuredevelopmentB. The Service Catalogue has information about all services; the Service Portfolio only hasinformationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only hasinformationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB. Change Management, Capacity Management Event Management, Service RequestManagementC. Service Level Management, Service Portfolio Management, Service Asset andConfigurationManagementD. Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration ManagementSystemC. The Configuration Management System is part of the Service Knowledge ManagementsystemD. The Configuration Management System is part of the Configuration Management Database Answer: CQUESTION 32Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AWhich of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who know when aservice hasbeen disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruption tonormal service.This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reporting Service DeskactivityD. Incidents reported by technical staff must be logged as Problems because technical staffmanageinfrastructure devices not servicesAnswer: BQUESTION 34What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before a workaround canbe foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customersatisfactionD. Failing to meet the Incident resolution times specified in a Service Level Agreement Answer: AQUESTION 38Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the ChangeManager without aChange Advisory Board (CAB) meetingAnswer: AEvent Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to request themB. To update the Service Catalogue with services that may be requested through the ServiceDeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 43Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 45Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 48Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 50What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media Configuration Items (CIs)are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-ups are storedandprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 58Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 59Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the businessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 61Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for a particular type ofchange.D. The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by Service Designand that willaccomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a set ofrelated assets andservice components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changed service Answer: AQUESTION 68Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in the delivery ofservice tocustomersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technical expertiseand overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to Service TransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate the solution;ContinuallyImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do wekeep themomentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement theplan; Checkthe plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?Answer: DQUESTION 76Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 77A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 78What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches suchas local orremoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 79What is the objective of Access Management?A. To provide security staff for Data Centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To manage access to the Service DeskD. To manage the right to use a service or group of servicesAnswer: DQUESTION 80Identity and Rights are two major concepts involved in which one of the following processes?A. Access ManagementB. Facilities ManagementC. Event ManagementD. Demand ManagementAnswer: AQUESTION 81Which of these is the BEST description of a release unit?A. The portion of a service or IT infrastructure that is normally released togetherB. The smallest part of a service or IT infrastructure that can be independently changedC. The portion of a service or IT infrastructure that is changed by a particular releaseD. A metric for measuring the effectiveness of the Release and Deployment ManagementprocessAnswer: AQUESTION 82Which of these is a reason for categorizing incidents?A. To establish trends for use in Problem Management and other IT Service Management(ITSM) activitiesB. To ensure that the correct priority is assigned to the incidentC. To enable the incident management database to be partitioned for greater efficiencyD. To identify whether the user is entitled to log an incident for this particular serviceAnswer: AQUESTION 83Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A. Service Asset and Configuration ManagementB. Event ManagementC. Service Level ManagementD. Performance ManagementAnswer: BQUESTION 84Which of the following might be used to manage an Incident?1. Incident Model2. Known Error RecordA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: CQUESTION 85Which process is responsible for low risk, frequently occurring, low cost changes?A. Demand Management。
itilfoundationv3考试试题库完整
EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customersin the form of servicesB. A group of interacting, interrelated, or independent components that form a unifiedwhole, operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a releaseAnswer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customersAnswer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a majordisruption or disasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and buildingare protected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved forimplementationAnswer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-daybasisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whetherthe service isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impactedany usersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number ofrecurring IncidentsD. Incident Management has found a workaround but needs some assistance in implementingitAnswer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performanceof servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or beingprepared fordeployment; the Service Portfolio only has information about services which are beingconsidered for futuredevelopmentB. The Service Catalogue has information about all services; the Service Portfolio onlyhas informationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue onlyhas informationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset andConfigurationManagementD. Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration ManagementSystemC. The Configuration Management System is part of the Service Knowledge ManagementsystemD. The Configuration Management System is part of the Configuration Management DatabaseAnswer: CQUESTION 32Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AQUESTION 33Which of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who knowwhen a service hasbeen disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruptionto normal service.This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reportingService Desk activityD. Incidents reported by technical staff must be logged as Problems because technicalstaff manageinfrastructure devices not servicesAnswer: BQUESTION 34What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before aworkaround can be foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintaincustomer satisfactionD. Failing to meet the Incident resolution times specified in a Service Level AgreementAnswer: AQUESTION 38Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the Change Managerwithout aChange Advisory Board (CAB) meetingAnswer: AQUESTION 39Event Management, Problem Management, Access Management and Request Fulfilment are part ofwhich stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to requestthemB. To update the Service Catalogue with services that may be requested through theService DeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 43Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 45Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 48Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 50What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media ConfigurationItems (CIs) are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-upsare stored andprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 58Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 59Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of thebusinessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 61Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for aparticular type of change.D. The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by ServiceDesign and that willaccomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a setof related assets andservice components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changedserviceAnswer: AQUESTION 68Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in thedelivery of service tocustomersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technicalexpertise and overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to ServiceTransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate thesolution; ContinuallyImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How dowe keep themomentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implementthe plan; Checkthe plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?Answer: DQUESTION 76Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 77A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 78What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches suchas local orremoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 79What is the objective of Access Management?A. To provide security staff for Data Centers and other buildings。
ITIL_Foundation_v3
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?A. Service OperationB. Service TransitionC. Continual Service ImprovementD. Service StrategyQUESTION 2Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyQUESTION 3Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?A. Service DesignB. Service TransitionC. Service StrategyD. Service OperationQUESTION 4Which of the following statements is CORRECT?A. Process owners are more important to service management than service ownersB. Service owners are more important to service management than process ownersC. Service owners are as important to service management as process ownersD. Process owners and service owners are not required within the same organization QUESTION 5Which of the following might be used to manage an Incident?1. Incident Model2. Known Error RecordA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveQUESTION 6Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?A. The Change Management Process OwnerB. The Change Advisory Board (CAB)C. The Service OwnerD. The Continual Service Improvement ManagerA Service Design Package should be produced for which of the following?1. A new IT service2. A major change to an IT service3. An Emergency Change to an IT service4. An IT service retirementA. 1, 2 and 3 onlyB. 1, 2 and 4 onlyC. 1, 3 and 4 onlyD. All of the aboveQUESTION 8Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future developmentB. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingQUESTION 9Which model delivers a view of the services, assets and infrastructure?A. Incident ModelB. Problem ModelC. Configuration ModelD. Change ModelQUESTION 10What type of improvement should be achieved by using the Deming Cycle?A. Rapid, one-off improvementB. Return on investment within 12 monthsC. Quick winsD. Steady, ongoing improvementQUESTION 11Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataQUESTION 12Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetWhich of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementQUESTION 14Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?A. Service TransitionB. Risk ManagementC. IT Service Continuity ManagementD. Availability ManagementQUESTION 15A consultant has made two recommendations to you in a report:1. To include legal terminology in your Service Level Agreements (SLAs)2. It is not necessary to be able to measure all the targets in an SLAWhich of the recommendations conform to Service Level Management good practice?A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveQUESTION 16Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementQUESTION 17The Supplier Management process includes:1. Service Design activities, to ensure that contracts will be able to support the service requirements2. Service Operation activities, to monitor and report supplier achievements3. Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the businessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyQUESTION 18Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?A. CategorizationB. LoggingC. PrioritizationD. ClosureWhich process is responsible for low risk, frequently occurring, low cost changes?A. Demand ManagementB. Incident ManagementC. Release and Deployment ManagementD. Request FulfilmentQUESTION 20Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development'?A. Service DesignB. Service StrategyC. Service OperationD. Continual Service ImprovementQUESTION 21A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleQUESTION 22One of the five major aspects of Service Design is the design of service solutions:Which of the following does this include?A. Only capabilities needed and agreedB. Only resources and capabilities neededC. Only requirements needed and agreedD. Requirements, resources and capabilities needed and agreedQUESTION 23The positive effect that customers perceive a service can have on their business outcomes is referred to as what?A. The utility of a serviceB. The warranty of a serviceC. The economic value of a serviceD. Return on investmentQUESTION 24Which of the following is NOT a benefit of using public frameworks and standards?A. Knowledge of public frameworks is more likely to be widely distributed.B. They are always free ensuring they can be implemented quickly.C. They are validated across a wide range of environments making them more robustD. They make collaboration between organizations easier by giving a common language QUESTION 25Access Management is closely related to which other processes?A. Availability Management onlyB. Information Security Management and 3rd line supportC. Information Security Management and Availability ManagementD. Information Security Management onlyWhich processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementQUESTION 27Which process lists "Understanding patterns of business activity" as a major role?A. Demand ManagementB. Supplier ManagementC. Service DeskD. Request FulfillmentQUESTION 28Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (COB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)QUESTION 29Which of the following is the BEST description of a Service-based Service Level Agreement (SLJI.)?A. An agreement with an individual customer group, covering all the services that they useB. An agreement that covers one service for a single customerC. An agreement that covers service specific issues in a multi-level SLA structureD. An agreement that covers one service for all users of that serviceQUESTION 30What are the categories of event described in the ITIL Service Operation book?A. Informational, Scheduled, NormalB. Scheduled, Unscheduled, EmergencyC. Informational, Warning, ExceptionD. Warning, Reactive, ProactiveQUESTION 31Which of the following is NOT one of the five individual aspects of Service Design?A. The design of the Service Portfolio, including the Service CatalogueB. The design of new or changed servicesC. The design of Market SpacesD. The design of the technology architecture and management systemsQUESTION 32Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsThe BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or notQUESTION 34Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?A. Service Level ManagementB. Problem ManagementC. Change ManagementD. Event ManagementQUESTION 35Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveQUESTION 36In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?A. Baseline assessmentsB. Service and process improvementsC. Taking measurements and recording metricsD. Setting measurement targetsQUESTION 37Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyQUESTION 38Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release and Deployment ManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset and Configuration ManagementD. Service Asset and Configuration Management, Release and Deployment Management, Request FulfillmentWith which process is Problem Management likely to share categorization and impact coding systems?A. Incident ManagementB. Service Asset and Configuration ManagementC. Capacity ManagementD. IT Service ContinuityQUESTION 40A Know Error has been raised after diagnosis of a Problem was complete but before a workaroundhas been found. Is this a valid approach?A. YesB. No, the workaround must be found before a Known Error is createdC. No, a Known Error can only be raised after the permanent resolution has been implementedD. No, a Known Error must be raised at the same time as a problemQUESTION 41Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?A. Continual Service ImprovementB. Service TransitionC. Service DesignD. Service OperationQUESTION 42"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?A. Service OperationB. Service StrategyC. Service TransitionD. Continual Service ImprovementQUESTION 43Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareQUESTION 44Which of the following statements about processes is INCORRECT?A. They are units of organizations designed to perform certain types of workB. We must be able to measure them in a relevant mannerC. They deliver specific resultsD. They respond to specific eventsQUESTION 45Which of the following is MOST concerned with the design of new or changed services?A. Change ManagementB. Service TransitionC. Service StrategyD. Service DesignWhich of the following is NOT a Service Desk type recognised in the Service Operation volume of ITIL?A. LocalB. CentralisedC. HolisticD. VirtualQUESTION 47What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceQUESTION 48IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyQUESTION 49Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customers in the form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole,operating together for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesQUESTION 50Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesQUESTION 51Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementWhat would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?QUESTION 53What is the BEST description of a Major incident?A. An Incident that is so complex that it requires root cause analysis before a workaround can be foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessQUESTION 54Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsQUESTION 55How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two-the process owner and the process enactorD. Only one-the process architectQUESTION 56As a strategic tool for assessing the value of IT services, Financial Management applies to which of thefollowing service provider types?1. An internal service provider embedded within a business unit2. An internal service provider that provides shared IT services3. An external service providerA. All of the aboveB. 1 and 2 onlyC. 1 and 3 onlyD. 2 and 3 onlyQUESTION 57Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersIn which document would you expect to see an overview of actual service achievements against targets?A. Operational Level Agreement (OLA)B. Capacity PlanC. Service Level Agreement (SLA)D. SLA Monitoring Chart (SLAM)QUESTION 59Which of the following is the BEST definition of an Event?A. Any detectable or discernable occurrence that has significance for the management of the IT infrastructureB. An unplanned interruption to an IT serviceC. The unknown cause of one or more IncidentsD. Reducing or eliminating the cause of an Incident or ProblemQUESTION 60Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfillmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceQUESTION 61Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyQUESTION 62Which of the following activities are responsibilities of a Supplier Manager?1. Negotiating and agreeing Contracts2. Updating the Supplier and Contract database3. Planning for possible closure, renewal or extension of contracts4. Managing relationships with internal suppliersA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. None of the aboveQUESTION 63Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?A. Describes the topography of the hardwareB. Describes how the Configuration Items (CIs) work together to deliver the servicesC. Defines which software should be installed on a particular piece of hardwareD. Defines how version numbers should be used in a releaseWhich of the following is the BEST description of a Service-based Service Level Agreement (SLA.)?A. The SLA covers one service, for all the customers of that serviceB. The SLA covers an individual customer group for all services they useC. An SLA that covers all customers for all servicesD. An SLA for a service with no customersQUESTION 65Which of the following Availability Management activities are considered to be proactive as opposed to reactive?1. Risk assessment2. Testing of resilience mechanisms3. Monitoring of component availabilityA. All of the aboveB. 1 and 2 onlyC. 1 and 3 onlyD. 2 and 3 onlyQUESTION 66What are the two major processes in Problem Management?A. Technical and ServiceB. Resource and ProactiveC. Reactive and TechnicalD. Proactive and ReactiveQUESTION 67Which of the following provides resources to resolve operational and support issues during Release and Deployment?A. Early Life SupportB. Service Test ManagerC. EvaluationD. Release Packaging and Build ManagerQUESTION 68Which stage of the Change Management process deals with what should be done if the change is unsuccessful?A. Remediation PlanningB. CategorizationC. PrioritizationD. Review and CloseQUESTION 69Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorization for a particular type of changeC. A role, person or a group of people that provides formal authorization for a particular type of changeD. The Change Manager who provides formal authorization for each changeWhat is the objective of Access Management?A. To provide security staff for Data Centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To manage access to the Service DeskD. To manage the right to use a service or group of servicesQUESTION 71Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsQUESTION 72Where should details of a Workaround always be documented?A. The Service Level Agreement (SLJI.)B. The Problem RecordC. The Availability Management Information SystemD. The IT Service Continuity PlanQUESTION 73In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impacted any usersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurring IncidentsD. Incident Management has found a workaround but needs some assistance in implementing it QUESTION 74Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementQUESTION 75Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?A. The Service Level ManagerB. The Configuration ManagerC. The Change ManagerD. The Information Security ManagerQUESTION 76Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementWhat guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesQUESTION 78Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyQUESTION 79Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?A. The Asset RegisterA. The Asset RegisterB. The Service Knowledge Management SystemC. The Known Error DatabaseD. The Information Management SystemQUESTION 80Which role is accountable for a specific service within an organization?A. The Service Level ManagerB. The Business Relationship ManagerC. The Service OwnerD. The Service Continuity ManagerQUESTION 81Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?A. Service level requestsB. Changes and ReleasesC. Password resetsD. Incidents and ProblemsQUESTION 82Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually ImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remoteD. Identifying frequently received user requests and defining how they should be handled QUESTION 84Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?A. Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumentedB. Public standards are always cheaper to adoptC. Public frameworks are prescriptive and tell you exactly what to doD. Proprietary knowledge has been tested in a wide range of environmentsQUESTION 85A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerQUESTION 86What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesQUESTION 87Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveQUESTION 88Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomQUESTION 89Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A. Service Asset and Configuration ManagementB. Event ManagementC. Service Level ManagementD. Performance ManagementWhich process will regularly analyze incident data to identify discernable trends?A. Service Level ManagementB. Problem ManagementC. Change ManagementD. Event ManagementQUESTION 91When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to Service TransitionC. As part of Service TransitionD. Before the service is designedQUESTION 92Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?A. The ECAB considers every high priority Request for ChangeB. Amongst the duties of the ECAB is the review of completed emergency changesC. The ECAB will be used for emergency changes where there may not be time to call a full CABD. The ECAB will be chaired by the IT DirectorQUESTION 93A process owner is responsible for which of the following?1. Documenting the process2. Defining process Key Performance Indicators (KPIs)3. Improving the process4. Ensuring process staff undertake the required trainingA. 1, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 onlyQUESTION 94Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration Management SystemC. The Configuration Management System is part of the Service Knowledge Management systemD. The Configuration Management System is part of the Configuration Management Database QUESTION 95Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyQUESTION 96Which of the following is NOT a characteristic of a process?A. It is measurableB. Delivers specific resultsC. Responds to specific eventsD. A method of structuring an organization。
ITIL_V3中文试题
I T I L_V3中文试题(总10页)--本页仅作为文档封面，使用时请直接删除即可----内页可以根据需求调整合适字体及大小--ITIL 试题一2、下列说法哪个不正确？A 可用性管理涉及维持约定的数据安全级别。
B 可用性管理应该有助于新软件产品的设计和开发。
C 可用性管理通过与客户协商可用级别来确保满足他们的需求。
D 可用性管理与硬件配置项的性能有关。
答案：c3、一家钢铁企业正在兼并一个竞争对手，两个公司的IT部门，连同IT基础设施都将合并。
下面的那个流程决定在合并后的IT基础设施上运行所需应用软件的磁盘和内存需求？A 应用管理B 能力管理C 计算机操作管理D 发布管理答案：b4、思考如下所列事项：1）分析2）模拟3）需求4）资源上面所列哪项是IT模拟测试的技术？A 3 & 4B 1 & 2C 2 & 3D 1 & 4答案：b5、差异收费用于：A 故障树分析（FTA）B 状态核查C 需求管理D 风险分析和管理法答案：c6、应用选型是一种用于能力管理的技术，为什么应用选型重要？A 测度某种IT服务的可用性。
B 控制某种IT应用软件的使用。
C 对应用软件的开发者来说，重要的是技术上的能力能被保持。
D 可以预知某种应用软件的资源要求和它的性能。
答案：d7、哪项不是能力管理的组成部分？A 调整B 需求管理C 应用选型D 可维护性答案：d8、在资源使用高峰时，对业务用户按照附加的费率收取费用称为：A 高峰资源收费B 差异收费C 实收D 折扣答案：b9、在ITIL的变更管理流程，一旦变更构建，谁承担测试？A 变更构建者B 变更管理者C 变更顾问委员会D 中立测试者答案：d10、一家公司为他们的图形设计工作站建立了局域网，因为大容量的图表通过网络传输，网络带宽必须增加。
哪个ITIL流程可用于满意的增加带宽的方案实施？A 能力管理B 变更管理C 可用性管理D 问题管理答案：b11 在一个变更执行后，对其进行评估。
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ITIL Foundation3ITIL Foundation3ITIL Foundation3ITIL Foundation v.3Number: EX0-101QUESTION 143Which part of the service lifecycle is responsible for coordinating and carrying out the activities andprocesses required to deliver and manage services at agreed levels to business users and customers?A. Continual Service ImprovementB. Service TransitionC. Service DesignD. Service OperationAnswer: DQUESTION 144In terms of adding value to the business, which of the following describes Service Operation's contribution?A. The cost of the service is designed, predicted and validatedB. Measures for optimization are identifiedC. Service value is modelledD. Service value is actually seen by customersAnswer: DQUESTION 145Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of theservice lifecycle?A. Service OperationB. Service TransitionC. Continual Service ImprovementD. Service StrategyAnswer: CQUESTION 146Which of the following Availability Management activities are considered to be proactive as opposed toreactive?1. Risk assessment2. Testing of resilience mechanisms3. Monitoring of component availabilityA. All of the aboveB. 1 and 2 onlyC. 1 and 3 onlyD. 2 and 3 onlyAnswer: BQUESTION 147Customer perceptions and business outcomes help to define what?A. The value of a serviceB. Customer satisfactionC. Total cost of ownershipD. Key performance indicatorsAnswer: AQUESTION 148The positive effect that customers perceive a service can have on their business outcomes is referredto as what?A. The utility of a serviceB. The warranty of a serviceC. The economic value of a serviceD. Return on investmentAnswer: AQUESTION 149A consultant has made two recommendations to you in a report:1. To include legal terminology in your Service Level Agreements(SLAs)2. It is not necessary to be able to measure all the targets in an SLAWhich of the recommendations conform to Service Level Management good practice?A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: DQUESTION 1What are the three types of metrics that an organization should collect to support Continual ServiceImprovement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customers in the form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole, operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization typesknown as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a release Answer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customers Answer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a major disruption or disasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and building are protected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved for implementation Answer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-day basisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether the service isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impacted any usersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurring IncidentsD. Incident Management has found a workaround but needs some assistance in implementing it Answer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficientuse of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered forfuturedevelopmentB. The Service Catalogue has information about all services; the Service Portfolio only has informationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only has informationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release and DeploymentManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset and Configuration ManagementD. Service Asset and Configuration Management, Release and Deployment Management, RequestFulfilmentAnswer: A。