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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。

itil考试题库

itil考试题库一、概述ITIL（Information Technology Infrastructure Library，信息技术基础架构库）是一种国际化的IT服务管理最佳实践框架。

ITIL覆盖了IT服务管理的各个方面，包括服务战略、服务设计、服务过渡、服务运营和不断服务改进等。

ITIL考试是评估个人对ITIL框架及其相关知识的理解和应用能力的重要手段之一。

本文将针对ITIL考试题库进行探讨和总结。

二、ITIL考试题目分类1. ITIL基础知识题：涉及ITIL框架的基本概念、术语及主要原则。

2. ITIL服务生命周期题：重点考察ITIL服务生命周期的五个阶段，包括服务战略、服务设计、服务过渡、服务运营和不断服务改进。

3. ITIL流程与实践题：涉及ITIL中各个关键流程和实践方法，例如变更管理、问题管理、配置管理等。

4. ITIL角色与责任题：考察ITIL框架中各个角色的职责和作用，如服务台经理、服务级别经理等。

5. ITIL工具与技术题：涉及支持ITIL实施的工具和技术，如配置管理数据库（CMDB）、自动化工具等。

三、ITIL考试题型1. 单选题：从给定的选项中选择最佳答案。

2. 多选题：从给定的选项中选择一个或多个正确答案。

3. 判断题：判断给定的陈述是否正确。

4. 填空题：根据题目要求填写正确的答案。

5. 案例分析题：根据给定的场景描述，回答相关问题。

四、备考建议1. 熟练掌握ITIL框架：深入理解ITIL框架的基本概念、原则和核心内容。

2. 做题技巧：注意审题，理解题目的意图；多做练习题，提高解题速度和准确率。

3. 制定复习计划：根据考试时间和自身情况，合理分配复习时间，有重点有计划地进行复习。

4. 多种学习资源：参考ITIL官方教材、培训课程以及相关书籍和网上资源，全面系统地学习相关知识。

5. 模拟考试：进行模拟考试，熟悉考试流程和时间要求，积累应对考试压力的经验。

6. 强化学习动机：明确ITIL考试的重要性和自身的学习目标，保持积极的学习态度和动力。

ITILFoundation模拟试题(二)

ITILFoundation模拟试题（二）ITILFoundation模拟试题（二）1.【单选题】1分| 组织在决策时，七项指导原则将怎样整合到一起？A在进行任何决策时平等使用所有指导原则B使用一到两个与特定决策最相关的指导原则C使用“专注于价值”和一到两个与特定决策相关的其他原则D评审各项指导原则以确定其与特定决策的相关程度2.【单选题】1分| 下面哪项ITIL指导原则推荐在改进服务时使用现有服务、流程和工具？A利用反馈迭代式进展B保持简单实用C基于当前情况开始D专注于价值3.【单选题】1分| 下面哪项是变更授权的正确方式？A变更日程中的变更均已经过预先授权，无需获得额外授权B一般变更应在部署前评估和授权C紧急变更应尽可能增加授权人，以降低风险D正常变更一般作为服务请求实施并由服务台授权4.【单选题】1分| 变更日程主要用于下面哪项目的？A帮助计划、授权和安排紧急变更B发布可供用户选择的服务请求列表C确保单个变更授权人评审所有变更D帮助计划变更、协助沟通和避免冲突5.【单选题】1分| 在服务关系中哪些利益相关者会共创价值？A投资者和供应商B消费者和提供方C提供方和供应商D投资者和消费者6.【单选题】1分| 在应用“协作并促进可见性”指导原则时，下面哪项可协助减少计划改进的阻力？A 改进相关信息仅限于主要利益相关者知晓B 提高改进协作与可见性C 完成所有计划后让客户参与其中D 通过同样的沟通让所有利益相关者以相同方式参与进来7.【单选题】1分| 什么是功用？A服务为满足特定需要而提供的功能B对服务会满足约定需求的保证C在具体活动或资源上支付的费用D对某一事物效用、实用性和重要性的看法8.【单选题】1分| 下面哪项活动将作为“问题管理”的一部分来实施？A创建事件记录B诊断和解决事件C将事件升级至支持团队来解决D 事件记录的趋势分析9.【单选题】1分| 下面哪项可帮助诊断和解决事件？A快速升级B组建临时团队C使用脚本D问题优先化10.【单选题】1分| 下面哪项包括治理、管理实践和持续改进？A 服务价值体系B “交付与支持”价值链活动C “专注于价值”指导原则D “价值流和流程”维度11.【单选题】1分| 下面哪项实践涵盖对已经过分析但尚未解决的漏洞的管理？A变更实施B服务请求管理C问题管理D服务级别管理12.【单选题】1分| 将下面的句子补充完整。

ITIL_Foundation_Examination

© The Official ITIL Accreditor 2011The Swirl logo™ is a trade mark of the Cabinet Office ITIL® is a registered trade mark of the Cabinet OfficeThe ITIL ®Foundation ExaminationSample Paper A, version 5.0Multiple ChoiceInstructions1. All 40 questions should be attempted.2. All answers are to be marked on the answer grid provided.3. You have 60 minutes to complete this paper.4. You must achieve 26 or more out of a possible 40 marks (65%) to pass thisexamination.© The Official ITIL Accreditor 20111. What types of changes are NOT usually included within the scope of changemanagement?a) Changes to a mainframe computerb) Changes to business strategyc) Changes to a service level agreement (SLA)d) The retirement of a service2. Which of the following is NOT a purpose of service operation?a) To undertake testing to ensure services are designed to meet business needsb) To deliver and manage IT servicesc) To manage the technology used to deliver servicesd) To monitor the performance of technology and processes3. What does the term IT operations control refer to?a) Managing the technical and applications management functionsb) Overseeing the execution and monitoring of operational activities and eventsc) A set of tools used to monitor and display the status of the IT infrastructure andapplicationsd) A service desk monitoring the status of the infrastructure when operators arenot available4. Which process is responsible for recording relationships between servicecomponents?a) Service level managementb) Service portfolio managementc) Service asset and configuration management (SACM)d) Incident management5. What is the RACI model used for?a) Documenting the roles and responsibilities of stakeholders in a process oractivityb) Defining requirements for a new service or processc) Analysing the business impact of an incidentd) Creating a balanced scorecard showing the overall status of servicemanagement© The Official ITIL Accreditor 20116. Which of the following is the BEST description of an operational level agreement(OLA)?a) An agreement between an IT service provider and another part of the sameorganization that assists in the provision of services b) A written agreement between the IT service provider and their customer(s)defining key targets and responsibilities of both parties c) An agreement between two service providers about the levels of servicerequired by the customer d) An agreement between a third party service desk and the IT customer about fixand response times7. What is the MAIN purpose of availability management?a) To monitor and report availability of componentsb) To ensure that all targets in the service level agreements (SLAs) are met c) To guarantee availability levels for services and componentsd) To ensure that service availability meets the agreed needs of the business8. Which of the following does service transition provide guidance on?1. Introducing new services2. Decommissioning services3. Transfer of services between service providersa) 1 and 2 only b) 2 only c) All of the above d) 1 and 3 only9. Which one of the following is NOT a stage of the service lifecycle?a) Service optimization b) Service transition c) Service design d) Service strategy© The Official ITIL Accreditor 201110. Which one of the following statements about a configuration management system(CMS) is CORRECT?a) The CMS should not contain corporate data about customers and users b) There may be more than one CMSc) There should not be more than one configuration management database(CMDB) d) If an organization outsources its IT services there is still a need for a CMS11. What are the three sub-processes of capacity management?a) Business capacity management, service capacity management and componentcapacity management b) Supplier capacity management, service capacity management and componentcapacity management c) Supplier capacity management, service capacity management and technologycapacity management d) Business capacity management, technology capacity management andcomponent capacity management12. Which of the following would be stored in the definitive media library (DML)?1. Copies of purchased software2. Copies of internally developed software3. Relevant licence documentation4. The change schedulea) All of the above b) 1 and 2 only c) 3 and 4 only d) 1, 2 and 3 only13. Which process is responsible for reviewing operational level agreements (OLAs) ona regular basis?a) Supplier management b) Service level management c) Service portfolio management d) Demand management© The Official ITIL Accreditor 201114. Which role should ensure that process documentation is current and available?a) The service ownerb) The chief information officer c) Knowledge management d) The process owner15. Which of the following does the release and deployment management process address?1. Defining and agreeing release and deployment plans2. Ensuring release packages can be tracked3. Authorizing changes to support the processa) 1 and 2 only b) All of the above c) 2 and 3 only d) 1 and 3 only16. Which of the following are characteristics of every process?1. It is measurable2. It delivers a specific result3. It delivers its primary results to a customer or stakeholdera) 1 and 3 only b) 1 and 2 only c) 2 and 3 only d) All of the above17. Which of the following are key ITIL characteristics that contribute to its success? 1. It is vendor-neutral 2. It is non-prescriptive 3. It is best practice 4. It is a standarda) 3 only b) 1, 2 and 3 only c) All of the above d) 2, 3 and 4 only© The Official ITIL Accreditor 201118. Who should be granted access to the information security policy?a) Senior business managers and IT staffb) Senior business managers, IT executives and the information securitymanager c) All customers, users and IT staffd) Information security management staff only19. Which of the following are valid elements of a service design package (SDP)?1. Agreed and documented business requirements2. A plan for transition of the service3. Requirements for new or changed processes4. Metrics to measure the servicea) 1 only b) 2 and 3 only c) 1, 2 and 4 only d) All of the above20. Which of the following are examples of tools that might support the service transition stage of the service lifecycle?1. A tool to store definitive versions of software2. A workflow tool for managing changes3. An automated software distribution tool4. Testing and validation toolsa) 1, 3 and 4 only b) 1, 2 and 3 only c) All of the above d) 2, 3 and 4 only21. Which of the following statements about problem management is/areCORRECT?1. It ensures that all resolutions or workarounds that require a change to aconfiguration item (CI) are submitted through change management 2. It provides management information about the cost of resolving andpreventing problemsa) 1 only b) 2 onlyc) Both of the above d) Neither of the above© The Official ITIL Accreditor 201122. What is the purpose of the request fulfilment process?a) Dealing with service requests from the usersb) Making sure all requests within an IT organization are fulfilledc) Ensuring fulfilment of change requestsd) Making sure the service level agreement (SLA) is met23. Which statement about value creation through services is CORRECT?a) The customer's perception of the service is an important factor in valuecreationb) The value of a service can only ever be measured in financial termsc) Delivering service provider outcomes is important in the value of a serviced) Service provider preferences drive the value perception of a service24. Which one of the following statements about internal and external customers isMOST correct?a) External customers should receive better customer service because they payfor their IT servicesb) Internal customers should receive better customer service because they payemployee salariesc) The best customer service should be given to the customer that pays themost moneyd) Internal and external customers should receive the level of customer servicethat has been agreed25. Which one of the following should IT services deliver to customers?a) Capabilitiesb) Costc) Riskd) Value26. Which one of the following activities is part of the service level management(SLM) process?a) Designing the configuration management system from a businessperspectiveb) Creating technology metrics to align with customer needsc) Monitoring service performance against service level agreements (SLAs)d) Training service desk staff how to deal with customer complaints aboutservice© The Official ITIL Accreditor 201127. Which one of the following BEST summarizes the purpose of event management?a) The ability to detect events, make sense of them and determine the appropriatecontrol action b) The ability to detect events, restore normal service as soon as possible andminimize the adverse impact on business operations c) The ability to monitor and control the activities of technical staffd) The ability to report on the successful delivery of services by checking theuptime of infrastructure devices28. Which one of the following should a service catalogue contain?a) The version information of all software b) The organizational structure of the company c) Asset informationd) Details of all operational services29. What does "Warranty of a service" mean?a) The service is fit for purposeb) There will be no failures in applications and infrastructure associated with theservice c) All service-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability, capacity, continuity andsecurity30. Which is the first activity of the continual service improvement (CSI) approach?a) Understand the business vision and objectivesb) Carry out a baseline assessment to understand the current situation c) Agree on priorities for improvement d) Create and verify a plan31. Which one of the following is a benefit of using an incident model?a) It will make problems easier to identify and diagnose b) It means known incident types never recurc) It provides pre-defined steps for handling particular types of incidents d) It ensures all incidents are easy to solve© The Official ITIL Accreditor 201132. Which one of the following is the CORRECT sequence of activities for handling anincident?a) identification, logging, categorization, prioritization, initial diagnosis, escalation,investigation and diagnosis, resolution and recovery, closure b) prioritization, identification, logging, categorization, initial diagnosis, escalation,investigation and diagnosis, resolution and recovery, closure c) identification, logging, initial diagnosis, categorization, prioritization, escalation,resolution and recovery, investigation and diagnosis, closure d) identification, initial diagnosis, investigation, logging, categorization, escalation,prioritization, resolution and recovery, closure33. Which service lifecycle stage ensures that measurement methods will provide therequired metrics for new or changed services?a) Service design b) Service operation c) Service strategy d) Service delivery34. Which of the following processes are concerned with managing risks to services? 1. IT service continuity management 2. Information security management 3. Service catalogue managementa) All of the above b) 1 and 3 only c) 2 and 3 only d) 1 and 2 only35. Which one of the following is NOT a type of metric described in continual serviceimprovement (CSI)?a) Process metrics b) Service metrics c) Personnel metrics d) Technology metrics© The Official ITIL Accreditor 201136. Which statement about the relationship between the configuration managementsystem (CMS) and the service knowledge management system (SKMS) isCORRECT?a) The SKMS is part of the CMSb) The CMS is part of the SKMSc) The CMS and SKMS are the same thingd) There is no relationship between the CMS and the SKMS37. What is the role of the emergency change advisory board (ECAB)?a) To assist the change manager in ensuring that no urgent changes are madeduring particularly volatile business periodsb) To assist the change manager by implementing emergency changesc) To assist the change manager in evaluating emergency changes and to decidewhether they should be authorizedd) To assist the change manager in speeding up the emergency change process sothat no unacceptable delays occur38. Which of the following statements about the service desk is/are CORRECT?1. The service desk is a function that provides a means of communication betweenIT and its users for all operational issues2. The service desk should be the owner of the problem management processa) 2 onlyb) 1 onlyc) Both of the aboved) Neither of the above39. Which one of the following is the CORRECT list of the four Ps of service design?a) Planning, products, position, processesb) Planning, perspective, position, peoplec) Perspective, partners, problems, peopled) People, partners, products, processes© The Official ITIL Accreditor 201140. Which one of the following represents the BEST course of action to take when aproblem workaround is found?a) The problem record is closedb) The problem record remains open and details of the workaround aredocumented within it c) The problem record remains open and details of the workaround aredocumented on all related incident recordsd) The problem record is closed and details of the workaround are documented in a request for change(RFC)© The Official ITIL Accreditor 2011-BLANK PAGE--Answer Sheet Follows On Next Page-© The Official ITIL Accreditor 2011Answer Key for exam paper: ITIL Foundation Examination Sample A v5.0Q A Syllabus Ref Book Ref1 B 05-51 ST 4.2.4.32 A 02-09 SO 1.1.13 B 06-02 SO 6.5.1.14 C 05-63 ST 4.3.15 A 07-02 SD 3.7.4.16 A 03-12 SD 4.3.47 D 05-42 SD 4.4.18 C 02-07 ST 1.1.19 A 02-02 SS 1.2 10 D 03-18 ST 4.3.4.3 11 A 05-45 SD 4.5.4.3 12 D 03-19 ST 4.3.4.4 13 B 05-31 SD 4.3.1 14 D 07-01 SD 6.3.2 15 A 05-61 ST 4.4.1 16 D 01-10 SS 2.2.2 17 B 01-02 SD 1.4 18 C 05-43 SD 4.7.4.1 19 D 03-14 SD App A 20 C 08-02 SS 7.121 C 05-72 SO 4.4.2 and 4.4.6.422 A 05-82 SO 4.3.1 23 A 04-02 SS 3.2.3 24 D 01-04 SS 3.2.1.2 25 D 01-03 SS 2.1.1 26 C 05-31 SD 4.3.5.6 27 A 05-81 SO 4.1.1 28 D 05-41 SD 4.2.1 29 D 03-01 SS 2.1.6 30 A 04-09 CSI 3.1 31 C 05-71 SO 4.2.4.2 32 A 05-71 SO 4.2.5 33 A 04-04 SD 3.1.1 34 D 05-43, 05-46 SD 4.7.2, SD 4.6.5.235 C 04-10 CSI 5.5 36 B 03-16 ST 4.7.4.3 37 C 05-51 ST 4.2.5.11 38 B 06-01 SO 6.3 39 D 04-03 SD 3.1.5 40 B 05-72SO 4.4.5.6。

ITILV3F中文考试题

ITIL V3 Foundation 中文考试题1.ITIL 效劳治理的实施需要预备和打算好以下方面的使用效率和效果：a)人员、流程、合作伙伴、供给商b)人员、流程、工具、技术c)人员、流程、工具、合作伙伴d)人员、工具、技术、合作伙伴2.流程全部者在RACI 角色矩阵中有一个“I”的角色。

以下那一项为哪一项对该角色的期望？a)告知其他人有关活动的进展b)执行一项活动c)被通告活动的时间进度d)治理一项活动3.以下那一项为哪一项供给商治理的职责：a)开发、协商和商定效劳级别协议〔SLAs〕b)开发、协商和商定合同c)开发、协商和商定效劳组合d)开发、协商和商定运营级别协议〔OLAs〕4.以下那一项负责效劳指标测量？a)流程和职能b)成熟度和本钱c)端到端的效劳d)根底设施的可用性5.以下哪些是效劳台组织的构建方法：1.本地效劳台2.虚拟效劳台3.IT 帮助台4.“向日葵”式a)只有1、2 和4b)只有2、3 和4c)只有1、3 和4a) 只有1、2 和36.重大故障需要：a)单独的过程b)不要太紧急c)较长的时间范围d)较少的文档7.以下哪一个活动在持续效劳改进〔CSI〕模型的“我们想到达什么地位？”步骤中执行：a)实施效劳和流程改进b)回忆可量化的改进c)创立基线d)定义可量化的目标8.以下哪项要考虑公正和透亮：a)容量治理b)治理c)效劳设计d)效劳级别治理9.以下哪一项为哪一项效劳级别治理的目标：a)执行需要的用于支持当前IT 效劳的运营活动b)确保供给充分的容量，以交付确定的效劳性能c)创立和组织效劳名目d)对于全部当前IT 效劳，确保供给了IT 效劳议定的级别10.以下哪一项可以帮助确定问题的影响等级？a)最终介质库〔DML〕b)配置治理系统〔CMS〕c)需求声明〔SOR〕d)标准操作程序〔SOP〕11.以下哪一项不是问题治理的目标：a)减轻不行预防故障的影响b)防止问题及导致的故障的发生c)消退重复发生的故障d)尽可能快地恢复正常效劳运营12.哪个效劳设计的流程最多地利用了需求治理所供给的数据：a)效劳名目治理b)效劳级别治理c)IT 效劳持续性治理d)容量治理13.效劳始终交付给客户的应当是什么？a)应用b)根底架构c)价值d)资源14.哪个流程负责与客户争论是否效劳满足了他们的目标的报告：a)持续效劳改进b)业务关系治理c)效劳级别治理d)可用性治理15.以下哪项不是效劳名目治理的责任？a)确保效劳名目中的信息是准确的b)确保效劳管道中的信息是准确的c)确保效劳名目中的信息与效劳组合中的信息是全都的是准确的d)确保全部运营效劳都记录在效劳名目中16.什么是效劳运营目标的最正确描述？a)在效劳治理生命周期中，打算IT 如何与供给商合作b)主动预防全部IT 效劳的全部中断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治理议定级别的IT 效劳17.下面哪一个不是效劳转换的目的？a)确保效劳是可以治理的、操作的、支持的b)在工程治理中供给培训及认证c)供给变更、公布和部署治理的高质量的学问d)为治理效劳公布，对容量和资源的打算和治理18.哪一个模型供给效劳、资产和根底架构的视图？a)故障模型b)问题模型c)配置模型d)变更模型19.按打算、执行、检查、行动〔PDCA〕模型，对下面持续效劳改建〔CSI〕实施步骤排序。

ITILfoundation考试全真模拟题系列之五.doc

ITIL foundation 考试全真模拟题系列之五五、配置管理（14道题）1、下列哪个流程向问题管理提供有关IT基础架构的报告？A.IT服务财务管理B.变更管理C.配置管理D.事件管理2、哪个流程提供有统一命名规则的IT基础架构信息？A. 变更管理B. 配置管理C. 发布管理D. 服务级别管理3、下列哪一项是配置管理的任务？A. 监视基础架构的能力B. 监视软件模块（软件CIs）C. 监视配置项之间的关系D. 监视变更的状态4、哪个流程负责提供IT基础架构的信息，以便去调用其它的流程？A. 能力管理B. 变更管理C. 配置管理D. 问题管理5、下列哪一个是配置项（CI）？A. 事件B. IT人员C. 组织结构图D. 流程6、下面的哪个流程与发布管理的关系最密切？A. 可用性管理B. 能力管理C. 配置管理D. 服务级别管理7、哪个流程负责记录IT基础架构中各个组件之间的逻辑关系和物理关系？A. 可用性管理B. 配置管理C. 发布管理D. 事件管理8、哪个流程向变更管理提供输入，以便评估变更所带来的影响？A. 配置管理B. 事件管理C. 问题管理D. 发布管理9、什么是一个配置基线？A. 一个CI或一组CI在某个时间点的快照（snapshot），它可以被作为一个参照点B. CI的级别C. 配置项（CI）之间的关系（如父-子关系）D. 测试新软件的起始点10、什么是配置管理流程中“控制”活动的一个例子？A. 检查CI的生命周期B. 在CMDB中注册所有的组件C. 执行审核以检查CMDB是正确的D. 确保CMDB的内容是最新的11、哪个流程负责保持配置管理数据库（CMDB）是最新的？A. 变更管理B. 配置管理C. 事件管理D. 发布管理12、配置管理向一个组织的IT管理提供什么信息？A. 是否偏离了约定的服务级别B. IT基础架构的增长情况C. 每种事件的数量D. 每个部门花费在调查和诊断上的时间13、一个变更导致一个IT元素的修改，下列哪个术语最好地描述了被修改的元素？A.一个开发的应用程序B.一个配置项（CI）C.一个服务D.一个部署的架构14、下列哪一项是配置项（CI）的例子？A. 服务目录B.序列号C.一个服务器的位置D.一个支持合同（UC）的提供商参考答案：CBCCC CBAAD BBBAITIL foundation 考试全真模拟题系列之六六、变更管理（14道题）1、变更的实施后评估（PIR）要求什么样的结果？A. 变更是否达到了预定目标B. 注册在配置管理数据库（CMDB）中的CI是不是得到了更新C. IT部门对变更的实施是否满意D. 这次变更与那些配置项（CIs）相关2、哪一个变更管理的活动表明一个已经接受的变更请求的优先级和种类？A. 分类B. 协调C. 注册D. 时间安排3、哪一个流程负责协调许多工作站的重新部署？A. 变更管理B. 配置管理C. 发布管理D. IT基础架构管理4、为了解决一个服务的问题，一个针对软件包的变更必须被实施。

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。

[VIP专享]ITIL foundation 考试全真模拟题系列之五

ITIL-Foundation模拟题-中文分类版

ITIL Foundation V2考试模拟题一、基本概念类(6道题）1、描述一个ITIL流程需要一些确定的信息，这其中包括“目标”和“输出”,其它还有什么呢？（A）A.活动（Activities）B.授权C.环境D.配置管理数据库（CMDB）2、下列哪一项任务是每一个流程经理都关注的?（A）A.确保流程顺畅、平稳地运行B.与用户签署服务级别协议C.归档数据到问题管理流程D.对事件进行跟踪3、在什么地方你可以得到所有IT服务的概况？（B）A。

运行级别协议(OLA）B. 服务目录（Service Catalog）C。

服务级别协议（SLA）D. 服务窗口Service Window4、当一个IT服务供应商接受并采纳ITIL最佳实践之后，他们所得到的最大收益是什么？（D）A. 以“面向项目”的方式开展工作B. 有一个集中的服务台C。

使这个机构更“面向客户”D。

以“面向流程”的方式开展工作5、ITIL描述了IT服务管理的流程，在描述流程时,最常用的术语是什么？（D）A。

实现每一个流程的费用B. 严格地说,活动如何必须被执行C. 流程怎样才能与IT架构相适应D。

目标、活动、输入和输出6、在搭建一个流程时,下列哪项不是必须的？(A）A。

流程所有者B。

输入C。

目标D. 期望的结果（输出)二、服务台（10道题）1、服务台应该对下列哪些应用程序提供支持？（D）A。

安装在终端用户系统上的所有应用程序B. 经问题管理流程同意并安装的应用程序C. 由服务台测试和更新的应用程序D. 经变更管理授权安装的应用程序2、下列哪一个术语被用来描述路由或传递一个事件到另一个解决问题小组？（B）A. 分类B. 升级C。

注册D. 优先级3、下列哪一项是服务台的任务？（A）A. 开始一个升级过程B. 搞清客户的需求,然后调整服务级别协议C. 通过查找潜在原因来解决事件D。

正式批准变更请求（RFCs)4、当一个事件被报告到服务台的时候，什么信息应该被记录下来？(A）A. 事件报告人的名字B. 处理问题的人的名字C。

ITILFoundation模拟试题(三)

ITILFoundation模拟试题（三）ITILFoundation模拟试题（三）1.【单选题】1分| IT组织中的员工非常忙碌，但执行的大部分任务对组织或其客户几乎没有价值。

下面哪项指导原则建议去除不必要的工作？A 保持简单实用B 整体思考和工作C 基于当前情况开始D 利用反馈迭代式进展2.【单选题】1分| 下面哪项实践的目的包括管理能够给IT服务的交付提供支持且具有财务价值的组件？A 部署管理B 持续改进C 监视和事态管理D IT资产管理3.【单选题】1分| 下面哪项实践可以确保属于服务交付正常部分的服务行动得到有效处理？A 事件管理B 服务级别管理C 问题管理D 服务请求管理4.【单选题】1分| 由于计划外维护，接下来的两小时内将无法使用服务。

下面哪项实践最有可能涵盖此项管理？A 事件管理B 问题管理C 变更实施D 服务请求管理5.【单选题】1分| 下面哪项实践与用同理心了解用户关联最大？A 服务台B 持续改进C 服务级别管理D 变更实施6.【单选题】1分| 将下面的句子补充完整。

客户定义服务（？）并对服务消费结果负责。

A 要求B 资源C 供应商D 产品7.【单选题】1分| 下面哪项可以确保服务提供方和服务消费者持续共创价值？A 服务消费B 服务供给C 变更实施D 服务关系管理8.【单选题】1分| 通常使用下面哪种变更来解决事件或实施安全补丁？A 标准变更B 正常变更C 紧急变更D 变更模型9.【单选题】1分| 下面哪项包括配置组件和活动以促成利益相关者想要的结果？A 服务关系管理B 服务消费C 服务价值系统D “发布管理”实践10.【单选题】1分| 下面哪项关于结果的表述是正确的？A 结果实现产品到利益相关者的交付B 结果定义在服务技术方面支出的费用C 结果取决于至少一个交付结果输出D 结果为利益相关者提供如何实施服务的保证11.【单选题】1分| 下面哪一问题管理阶段包括定期评估临时方案的有效性？A 问题确定B 问题控制C 错误控制D 问题分析12.【单选题】1分| 下面哪项实践执行评审，以确保服务持续满足客户需求？A 监视和事态管理B 服务级别管理C变更实施D 服务台13.【单选题】1分| 下面哪个服务价值链活动涉及购买新产品？A 参与B 获取/构建C计划D 改进14.【单选题】1分| 下面哪项属于“持续改进”实践的目的？A 尽快恢复正常服务运营B 在组织和其利益相关者之间建立战略与战术层面上的关系C 确保组织实践和服务与不断变化的业务需求保持一致D 降低事件发生的可能性和影响15.【单选题】1分| “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16.【单选题】1分| 下面哪种类型的资源最适合调查复杂事件？A 自助系统B 知识储备丰富的支持人员C 详细的作业指导书D 灾难恢复计划17.【单选题】1分| 下面哪项被定义为“为交付IT服务而需要进行管理的任何组件”？A 事态B IT 资产C 配置项D 变更18.【单选题】1分| 下面哪两个表述与“优化和自动化”指导原则关联最大？1.评估各类利益相关者分别适用哪种沟通方法非常重要。

ITIL Foundation 试题整理

Which one of the following is NOT a responsibility of the service transition stage of the servicelifecycle?下列哪一项不是服务生命周期的服务过渡阶段的责任？A. To ensure that a service can be managed and operated in accordance with constraintsspecified during designB. To design and develop capabilities for service management在设计和开发服务管理能力C. To provide good-quality knowledge and information about servicesD. To plan the resources required to manage a releaseAnswer: BWhich of the following are managed by facilities management?下列哪一项是由设施管理管理1. Hardware within a data centre or computer room数据中心或机房内的硬件2. Applications2。

应用3. Power and cooling equipment3，电源和冷却设备4. Recovery sites4，恢复站点A. 1, 2 and 3 onlyB. All of the aboveC. 1, 3 and 4 onlyD. 1 and 3 onlyAnswer: CWhich stage of the service lifecycle is MOST concerned with defining policies and objectives?这阶段的服务生命周期的最关心的是确定政策和目标？A. Service design服务设计B. Service transition服务转换C. Continual service improvement持续服务改进D. Service operation服务操作Answer: AWhich areas of service management can benefit from automation?服务管理的哪些领域可以从自动化中受益？1. Design and modeling1，设计和建模2. Reporting2。

itil试题

itil试题1. 简介ITIL（IT Infrastructure Library，信息技术基础设施库）是现代IT服务管理领域的国际最佳实践框架。

通过ITIL认证考试，可以评估和证明个人在IT服务管理方面的知识和能力。

本文将提供一些常见的ITIL 试题，并附有详细解答，帮助读者更好地理解ITIL的核心概念。

2. 1) 问题：什么是ITIL？解答：ITIL是一套集成的、以过程为导向的IT服务管理最佳实践框架。

其主要目标是通过标准化和规范化的方式，提供高质量的IT服务以满足组织的业务需求。

ITIL将IT服务管理划分为若干个相互关联的生命周期阶段，包括服务策略、服务设计、服务过渡、服务运营和持续服务改进。

2) 问题：ITIL的主要好处是什么？解答：ITIL的主要好处包括：- 提供了一个共同的语言和框架，使组织内的各个部门和团队能更好地合作和沟通。

- 提供了一套可靠的最佳实践，帮助组织规范和标准化IT服务管理流程，提高服务质量和效率。

- 强调持续服务改进，使组织能够不断优化和提升IT服务的价值和效果。

- 增强了组织对IT服务提供商的监控和管理能力，提高了服务交付的可靠性和可控性。

3) 问题：ITIL生命周期包括哪些阶段？解答：ITIL生命周期包括五个阶段，分别是服务策略、服务设计、服务过渡、服务运营和持续服务改进。

- 服务策略阶段关注于制定IT服务策略和目标，并与业务需求相匹配。

- 服务设计阶段侧重于将服务策略转化为可执行的服务组合，并设计相关的流程、工具和技术。

- 服务过渡阶段涵盖了服务的规划、测试、培训和部署，确保服务平滑地过渡到生产环境。

- 服务运营阶段关注于服务的日常运维和支持，包括事件管理、问题管理、变更管理等。

- 持续服务改进阶段着重于通过不断的评估和改善，提高IT服务的质量和效率。

4) 问题：什么是ITIL服务目录？解答：ITIL服务目录是一个集中管理服务信息的数据库或文档，记录了组织提供的所有IT服务的详细信息。

ITIL认证考试(习题卷2)

ITIL认证考试(习题卷2)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]哪些实践需要与业务分析、供应商管理和关系管理相关的技能和能力？A)监控和事件管理B)事件管理C)服务水平管理D)IT资产管理答案:C解析:略2.[单选题]下列哪些关于 IT 财务管理的说法正确？A)IT 财务经理需要识别由 IT 和服务建议价格所引起的成本。

B)为了能建立预算编制和会计核算，有必要签署服务级别协议（SLAs）和运营级别协议（OLAs）。

C)只有在客户为服务付费时才可能有成本意识。

D)在成本模型建立前，成本管理必须和客户就费用达成一致。

答案:A解析:3.[单选题]下面哪项实践可以使用预定义的标准化程序来明确传达履行时间?A)事件管理B)服务级别管理C)问题管理D)服务请求管理答案:D解析:4.[单选题]服务供给（服务交付物）可以包括商品、资源访问权限以及服务行动。

下面哪项是服务行动示例?A)手机使用户能够远程工作B)密码允许用户连接至 WiFi 网络C)许可证允许用户安装软件产品D)服务台代理向用户提供支持答案:D解析:5.[单选题]最早可何时在“问题管理”中记录临时方案?A)记录问题后B)对问题进行优先级排序后C)对问题进行分析后D)问题解决后答案:A解析:6.[单选题]哪个方面包括服务管理所需的知识？A)组织和人员B)价值流和流程C)信息和技术D)合作伙伴和供应商答案:C解析:略7.[单选题]哪个流程与事件管理配合使用，以确保检测和记录安全漏洞？A)变更管理B)服务水平管理C)准入管理D)持续的服务改进答案:C解析:略8.[单选题]有关服务所需绩效结果的详细信息将在哪里明确?A)服务级别协议B)服务请求C)服务组件D)服务供给答案:A解析:9.[单选题]什么定义了服务的要求，并对服务消费的结果负责？A)ITB)一个客户C)配置项目D)用户答案:B解析:略10.[单选题]下面哪项关于输出的表述是正确的?A)由多个结果组成B)获取客户的服务需求C)可促成结果的实现D)描述如何进行服务答案:C解析:11.[单选题]In terms of adding value to the business, which one of the following describes service operations contribution? 关于增值业务,下列哪一个是描述运营服务的贡献?A)The cost of the service is designed, predicted and validated服务设计,预测和验证的成本B)Measures for optimization are identified 措施优化识别C)Service value is modeled 服务价值模式化D)Service value is visible to customers 服务的价值对客户可视化答案:D解析:12.[单选题]Identify the missing word in the following sentence.A service is a means of enabling value co-creation by facilitating outcomes that customers want to Achieve, without the customer having to manage specific [?] and risks.A)informationB)utilityC)warrantyD)costs答案:D解析:13.[单选题]In service relationships, what is a benefit of identifying consumer roles?A)It enables effective stakeholder managementB)It provides shared service expectationsC)It removes constraints from the customerD)It enables a common definition of value答案:A解析:14.[单选题]下列哪项价值链活动会传达服务管理的四个维度的当前状态？A)改进B)联络C)获取/构建D)计划答案:D解析:15.[单选题]服务管理的正确定义是什么？A)一组专用资产，用于将服务过渡到实时操作环境B)一组专门的组织能力，用于以服务的形式向客户提供价值C)供应商向供应商提供服务以换取金钱的能力D)服务提供商在不降低服务价值的情况下最大限度地降低成本的能力答案:B解析:略16.[单选题]Which one of the following is the CORRECT set of steps for the continual service improvement approach?下列哪一组是持续改善服务的正确步骤?A)Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve 制定战略;设计解决方案;过渡到生产;执行解决方案;不断改善;B)Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? 我们想要在哪里?,如何到达?怎样检查我们到达与否?如何保持势头?C)Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;Check the plan has been properly implemented; Improve the solution 确定所需的业务成果,计划如何实现的成果;实施计划;检查计划已正确实施,完善解决方案D)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?愿景是什么?;我们现在在哪里; ?我们想去哪里?我们如何到达那里;我们如何保持这种势头答案:D解析:17.[单选题]如果对于无法通过经济高效方式解决的问题，临时方案变为永久解决方案，会发生什么？A)会提交变更请求以实施变更B)会通过问题管理尽快恢复服务C)问题仍将处于已知错误状态D)会删除问题记录解析:18.[单选题]Which practice updates information relating to symptoms and business impact?A)Service level managementB)Change controlC)Service request managementD)Incident management答案:D解析:19.[单选题]下面哪项实践处理所有预定义的用户发起的服务行动?A)部署管理B)事件管理C)服务级别管理D)服务请求管理答案:D解析:20.[单选题]下列哪项是标准变更的最佳示例?A)评审和授权客户请求的变更B)为响应供应商安全难点（Issues）而实施关键软件补丁C)为响应服务请求而安装软件应用D)为响应重大事件（Incident）而更换组件答案:C解析:21.[单选题]哪种做法要求员工表现出出色的客户服务技能，例如同理心和情商？A)问题管理B)供应商管理C)释放管理D)服务台答案:D解析:略22.[单选题]Which process works with incident management to ensure that security breaches are Detected and logged?A)Change managementB)Service level managementC)Access managementD)Continual service improvement答案:C解析:23.[单选题]哪项指导原则侧重于降低成本和人为错误？A)专注与价值B)协作并提高可见性C)优化和自动化D)全面思考和工作答案:C解析:略24.[单选题]哪个描述了服务的效用？A)适合使用的服务B)满足其服务级别目标的服务C)增加对使用者约束的服务D)支持使用者性能的服务答案:D解析:略25.[单选题]What can be described as an operating model for the creation and management of productsAnd services?A)GovernanceB)Service value chainC)Guiding principlesD)Practices答案:B解析:26.[单选题]下面哪项关于服务价值流的表述是正确的？A)它使用规定性的输入和输出B)它是价值链活动C)它集成特定场景的实践D)它用于提供治理答案:C解析:27.[单选题]下面哪项应记录为并作为问题来管理?A)用户请求交付笔记本电脑B)监视工具检测到服务状态变更C)趋势分析显示大量类似事件D)持续改进需要优先考虑改进机会答案:C解析:28.[单选题]下面哪项是“联络/参与”价值链活动的目的之一?A)满足质量、成本和投入市场时间方面的期望B)提供透明度和良好关系C)确保持续改进服务D)确保组织愿景得到理解答案:B解析:29.[单选题]在“持续改进模式”的哪一步实施改进计划？A)愿景是什么？B)我们如何到达那里？C)采取行动D)我们到达那里了吗？答案:C解析:略30.[单选题]What actions does a service desk take for all issues, queries and requests that are reportedA)Schedule, assess, authorizeB)Diagnose, investigate, resolveC)Initiate, approve, fulfillD)Acknowledge, classify, own答案:C解析:31.[单选题]哪两种做法使用变通办法？A)变革赋能和持续改进B)变革支持和问题管理C)问题管理和事件管理D)事件管理和持续改进答案:C解析:略32.[单选题]下面哪项指导原则建议考虑四个维度，从而让某些事项达到所需的有效和有用程度?A)专注于价值B)基于当前情况开始C)整体思考和工作D)优化和自动化答案:C解析:33.[单选题]在一个变更执行后，对其进行评估。

ITIL认证知识问答

ITIL认证常见问答1.问：什么是ITIL？答：ITIL（IT Infrastructure Library ）是事实上的IT服务管理国际标准。

IT基础设施库（ITIL）包含着如何管理IT基础设施的流程描述；它以流程为导向、以客户为中心，通过整合IT服务与企业业务，提高企业的IT服务提供和服务支持的能力和水平。

ITIL可引导组织高效和有效地使用技术，让既有的信息化资源发挥更大的效能。

2.问：是否有关于ITIL的认证考试？哪些机构提供ITIL认证考试？答：国际上有关于ITIL的认证考试，并且在欧洲，澳洲和北美非常流行，在亚洲也悄然兴起。

世界上只有两大机构有权提供ITIL认证考试并颁发证书：EXIN （Examination Institute for Information Science ）国际信息科学考试学会；ISEB（Information Systems Examination Board ）信息系统考试委员会。

这两大独立机构使用同样试卷，具有同等权威。

ISEB主要负责英国及英联邦国家的考试。

而EXIN负责除英国和英联邦国家外的其他国家的考试。

在中国一般使用EXIN的试卷。

3.问：为什么ITIL认证如此风靡，获得ITIL认证对于个人及整个企业的发展有什么好处？答：全球每年有数以万计的CIO 及IT管理人员参加ITIL认证考试，可见获得ITIL证书为个人及企业带来很大的优势。

获得ITIL资格认证可以：。

加强个人的工作技能提高工作表现；获得更多的专业知识，从而胜任更多的工作；。

使企业更好的使用人力资源，提供用人标准，向客户证明IT员工的能力；。

获得ITIL证书的人员具有的专业知识和技能可以使企业更成功地完成IT工作；。

ITIL 证书是员工前进的动力和挑战。

4.问：哪些行业对ITIL认证专家有迫切的需求？答：根据我们长期对业界的追踪了解，以下行业首先表现出对IT服务管理专家的强劲的需求：大型软件供应商，特别是提供IT服务管理相关软件的IT企业。

11月14日ITIL4foundation认证考试

11月14日ITIL4foundation认证考试您的姓名： [填空题] *_________________________________请输入您的手机号码： [填空题] *_________________________________1.下面哪项通常是通过由 IT 服务、配置项或监视工具创建的通知来确定的？ [单选题] *○A.事件○B.问题○C.事态○D.请求2.下列哪项可作为服务价值链的外部输入？ [单选题] *○A.“改进”价值链活动○B.整体计划○C.客户需求○D.反馈回路3.下面哪一项描述了如何利用组件和活动创造价值？ [单选题] *○A.ITIL服务价值系统 (SVS)○B.ITIL指导原则○C.服务管理的四个维度○D.服务关系4.下面哪项实践建议使用工具进行协调和征兆的自动匹配？ [单选题] *○A.问题管理○B.服务级别管理○C.事件管理○D.服务请求管理5.将下面的句子补充完整。

服务台应该是 [？] 与其所有用户之间的切入点和单一联系点。

[单选题] *○A.服务消费者○B.服务提供方○C.客户○D.供应商6.下面哪一项不会作为服务请求来处理？ [单选题] *○A.服务质量下降○B.更换墨盒○C.提供笔记本电脑○D.对支持团队的投诉7.下面哪项是变更授权的正确方式？ [单选题] *○A.变更日程中的变更均已经过预先授权，无需获得额外授权○B.一般变更应在部署前评估和授权○C.紧急变更应尽可能增加授权人，以降低风险○D.正常变更一般作为服务请求实施并由服务台授权8.最早可何时在“问题管理”中记录临时方案？ [单选题] *○A.记录问题后○B.对问题进行优先级排序后○C.对问题进行分析后○D.问题解决后9.变更日程用于下面哪项目的？ [单选题] *○A.帮助计划紧急变更○B.帮助授权标准变更○C.帮助协助变更授权○D.帮助管理正常变更10.在应用“保持简单实用”指导原则时，下面哪项是正确的？ [单选题] *○A.仅在需要时增加控制和指标○B.先设计控制和指标，然后再移除无法增值的元素○C.设计控制和指标，然后一一添加，直至全部实施○D.仅添加合规要求的控制和指标11.在“持续改进模型”的过程中，实施改进计划的是哪一步？ [单选题] *○A.什么是愿景？○B.如何实现愿景？○C.采取行动○D.是否实现？12.下面哪项实践的目的包含管理保密性、完整性和可用性方面的风险？ [单选题] *○A.信息安全管理○B.持续改进○C.监视和事态管理○D.服务级别管理13.下面哪项关于变更授权的表述是正确的？ [单选题] *○A.变更授权仅用于授权紧急变更○B.每次部署变更均要分配变更授权○C.变更授权仅用于授权正常变更○D.每一类变更和变更模型均要分配变更授权14.下面哪一项用于描述服务是否满足可用性、容量和安全需求？ [单选题] *○A.结果○B.价值○C.功用○D.功效15.下面哪个价值链活动考虑了管理服务在符合协定规范方面的重要性？ [单选题] *○A.获取/构建○B.交付与支持○C.改进○D.计划16.下面哪项是“服务级别管理”实践的目的？ [单选题] *○A.建立和培养组织和其利益相关者之间的关系○B.确保对组织的供应商及其绩效得以适当地管理○C.通过处理所有约定的、用户发起的服务请求，为约定服务质量提供支持○D.就服务级别设定明确的基于业务的目标17.下面哪个维度考虑了数据安全和隐私？ [单选题] *○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18.下面哪个指导原则侧重于减少成本和人为错误？ [单选题] *○A.专注于价值○B.协作并促进可见性○C.优化和自动化○D.整体思考和工作19.下面哪两项实践与服务台实践的交互最频繁？ [单选题] *○A.事件管理和服务请求管理○B.服务请求管理和部署管理○C.部署管理和变更实施○D.变更实施和事件管理20.组织在决策时，七项指导原则将怎样整合到一起？ [单选题] *○A.在进行任何决策时平等使用所有指导原则○B.使用一到两个与特定决策最相关的指导原则○C.使用“专注于价值”和一到两个与特定决策相关的其他原则○D.评审各项指导原则以确定其与特定决策的相关程度21.什么是已知错误的定义？ [单选题] *○A.服务的意外中断或服务质量的下降○B.一个或多个事件的实际或潜在原因○C.已经过分析但尚未解决的问题○D.对服务或其他配置项 (CI) 的管理有重大意义的状态变更22.“事件管理”实践的目的是什么？ [单选题] *○A.通过尽快恢复正常服务运营来最大程度降低事件负面影响○B.了解事件解决方案和服务请求方面的需求○C.通过确定事件的实际和潜在原因，降低事件的可能性和影响○D.通过有效处理所有约定的，用户发起的服务请求来为约定服务质量提供支持23.下列哪项原则重点关注服务消费者？ [单选题] *○A.基于当前情况开始○B.优化和自动化○C.保持简单○D.专注于价值24.下面哪个角色负责审批服务成本？ [单选题] *○A.用户○B.变更授权○C.赞助方○D.客户25.组织要求利益相关者审核所计划的变更。

IT服务策略测试面试题

IT服务策略测试面试题在当今数字化的时代，IT 服务策略的重要性日益凸显。

对于企业而言，有效的 IT 服务策略能够提高业务效率、增强竞争力，保障信息系统的稳定运行。

因此，在招聘 IT 服务策略相关岗位的人员时，设计合理的面试题来评估候选人的能力和知识水平就显得至关重要。

以下是一些可能在 IT 服务策略测试面试中出现的题目以及对其的分析和解答思路。

一、基础知识类1、请简要介绍 ITIL（信息技术基础架构库）框架的核心概念和主要流程。

这道题主要考察候选人对 IT 服务管理领域的基本理论框架的了解程度。

ITIL 是一种被广泛认可的 IT 服务管理最佳实践框架，包括服务战略、服务设计、服务转换、服务运营和持续服务改进等阶段。

候选人应该能够清晰地阐述各个阶段的主要目标和关键流程。

2、解释一下什么是 SLA（服务级别协议），并说明其在 IT 服务中的作用。

SLA 是 IT 服务提供商与客户之间签订的关于服务质量、性能和可用性等方面的约定。

了解候选人对 SLA 的理解可以评估其在服务交付和客户满意度管理方面的能力。

候选人应该能够说明 SLA 如何定义服务的标准和期望，以及如何通过监测和报告来确保服务达到约定的级别。

3、请描述一下常见的 IT 服务交付模式，如内部提供、外包和混合模式，并分析它们的优缺点。

这道题考查候选人对不同服务交付模式的认识和分析能力。

候选人需要了解每种模式的特点，如内部提供模式的控制和灵活性，外包模式的成本效益和专业知识获取，以及混合模式的综合优势和管理复杂性。

二、策略制定与规划类1、假设您负责为一家中型企业制定 IT 服务策略，您会考虑哪些因素？请详细说明。

这是一个开放性的问题，旨在考察候选人的综合思考和规划能力。

候选人可能会提到企业的业务目标、现有 IT 基础设施、预算限制、用户需求、行业趋势、法规要求等因素，并阐述如何综合考虑这些因素来制定符合企业实际情况的 IT 服务策略。

2、如何确定 IT 服务的优先级？请提供一个具体的方法或框架。

IT服务策略测试面试题

IT服务策略测试面试题在当今数字化快速发展的时代，IT 服务策略的重要性日益凸显。

对于企业而言，制定有效的IT 服务策略能够提升业务效率、增强竞争力，并且保障信息系统的稳定运行。

因此，在招聘相关岗位人员时，设计一套全面且有针对性的面试题就显得至关重要。

以下是一系列围绕 IT服务策略的测试面试题，旨在评估应聘者的专业知识、思维能力和解决实际问题的能力。

一、基础知识类1、请简要阐述 ITIL（信息技术基础架构库）框架中服务战略的核心概念和主要流程。

2、解释一下什么是服务级别协议（SLA），并说明其在 IT 服务管理中的作用。

3、谈谈您对 IT 服务连续性管理的理解，包括其目标、关键流程和重要性。

二、战略规划类1、假设您负责为一家中型制造企业制定 IT 服务战略，您会考虑哪些关键因素？请详细说明您的思路和方法。

2、如何确定 IT 服务的优先级，以确保有限的资源能够得到最有效的利用？请提供具体的案例进行说明。

3、面对不断变化的业务需求和技术发展，您认为应该如何调整和优化 IT 服务战略？三、风险管理类1、在 IT 服务交付过程中，可能会面临哪些风险？您将如何识别和评估这些风险？2、请提出一些应对 IT 服务风险的策略和措施，并说明其适用场景。

3、假设发生了严重的 IT 服务故障，导致业务中断，您会如何组织应急响应和恢复工作，以最大程度减少损失？四、成本管理类1、请介绍几种常见的 IT 服务成本核算方法，并分析它们的优缺点。

2、如何在保证服务质量的前提下，降低 IT 服务的运营成本？3、如果预算有限，您会如何分配资源来满足关键业务的 IT 服务需求？五、团队协作与沟通类1、描述一次您在团队中成功推动 IT 服务策略实施的经历，您在其中扮演了什么角色？遇到了哪些挑战，又是如何解决的？2、在跨部门合作中，如何确保 IT 服务团队与其他部门之间的有效沟通和协作？3、当与上级领导或客户在 IT 服务策略上存在分歧时，您会如何处理？六、创新与改进类1、请分享您在以往工作中提出的一项创新性的 IT 服务策略或改进措施，并说明其带来的效益。

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A customer-based Service Level Agreement structure includes:A An SLA covering all Customer groups and all the services they useB SLAs for each service that are Customer-focused and written in business languageC An SLA for each service type, covering all those Customer groups that use thatServiceD An SLA with each individual Customer group, covering all of the services they use2. Which of the following would normally be included in a Capacity Plan?1 Options2 Management summary3 Business workload forecasts4 Backout plansA 2, 3 and 4B All of themC 2 and 3 onlyD 1, 2 and33. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?A The going rate that is agreed with CustomersB Market rateC Cost-plusD Profitable4. Which of the following is not an element of Availability Management?A. VerificationB. SecurityC. ReliabilityD. Maintainability5. The extent of CI information held in the CMDB should:A Be as detailed as possible so that frequent reports can be produced to avoid spending alot of moneyB Be as high level as possibleC Match the organisation’s requirement for information to be heldD Vary according to cost6. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?A Service Level ManagerB Capacity ManagerC Change ManagerD Financial Manager7. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?A Improved user satisfactionB Incident volume reductionC Elimination of lost incidentsD Less disruption to both IT support staff and users8. Configuration Management plans should be integrated with those of:A Change & Release ManagementB Service Level ManagementC IT Service Financial & Continuity Management.D Change & Capacity Management9. Possible problems with Change Management include:A Lack of ownership of impacted servicesB Increased visibility and communication of changesC Better alignment of IT services to actual business needsD The ability to absorb a larger volume of change10. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?A Develop Procedures and Initial TestingB Education and AwarenessC Review, Audit and AssuranceD Ongoing Training and Testing11. Which of the following are likely to be members of the CAB?1 Problem Manager2 Customer representatives3 Change Manager4 Senior IT technical managersA 2 and 3 onlyB All of themC 1, 2 &4D 1, 3 &412. Consider the following activities:1 The analysis of raw data2 The identification of trends3 The definition of Service Management processes4 The implementation of preventive measuresWhich of the above should be easier after implementing a good IT Service Management software tool?A 1, 2 & 4B 2 & 3C All of themD None of them13. The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:A Root Cause AnalysisB Business Impact AnalysisC Service Outage AnalysisD Component Failure Impact Analysis14. Intermediate Recovery is initially concerned with which of the following time periods?A 4 to 24 hoursB More than 72 hoursC 24 to 72 hoursD 4 to 8 hours15. What is SOA within Availability Management?A System Optimisation ApproachB Systematic Operational AdjustmentC Serviceability of ApplicationsD Service Outage Analysis16. Serviceability is an element of Availability Management. How is it best defined?A The prevention of failure, and the ability to keep services and components operableB The ability to restore services or components back to normal operationC The percentage of the agreed service hours for which the service is availableD The support which external suppliers can be contracted to provide for parts of the ITinfrastructureAnswer: D17. Which one of the following statements is NOT FALSE?A Depreciation is used to calculate how maintenance can be offset against taxB Staff costs are capital costs because of their high valueC Cost centres are used to measure ROCE (Return on Capital Employed)D Direct costs can be allocated to a single customer, service or activity18. Which one of the following is NOT a major CI type?A DocumentationB SoftwareC Purchase orderD Accommodation19. Where would the information relating to software release components be stored?A DSLB CMDBC AMDBD CDB20. The following activities are involved in implementing a Service Management function:1 Tool selection2 Tool specification3 Process design4 Functional requirements analysisIn which order should the above activities be taken?A 4 2 1 3B 4 3 2 1C 2 1 4 3D 2 1 3 421. Which of the following best describes the goal of Service Level Management?A To maintain and improve IT service quality in line with business requirementsB To provide IT services at the lowest possible cost by agreeing with Customers theirminimum requirements for service availability and ensuring performance does not exceed these targets.C To provide the highest possible level of service to Customers and continuouslyimprove on this through ensuring all services operate at maximum availability.D To ensure that IT delivers the same standard of service at the least cost22. The process to implement SLAs comprises of the following activities in sequence:A Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs,negotiate, agree SLAsB Draft SLAs, review underpinning contracts and OLAs, negotiate, catalogue services,C Review underpinning contracts and OLAs, draft SLAs, catalogue services, negotiate,agree SLAsD Catalogue services, establish SLRs, review underpinning contracts and OLAs,negotiate service levels, agree SLAs23. Which of the following statements is true?A An urgent release is always a delta releaseB A full release may contain package and delta releasesC package release may contain full and delta releasesD A full release may contain several delta releases24. Which of these best describes the purpose of Capacity Management?A To reduce costs and performance levels to a minimumB To ensure that there is always sufficient capacity available to meet all customerdemandsC To ensure that business demands are affordable and achievableD To provide cost-effective IT capacity to meet agreed service levels25. A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?A Network ManagementB The Service DeskC Capacity ManagementD Problem Management26. Consider the following:1 Incident diagnostic scripts2 A knowledge base of previously recorded incidents3 A Configuration Management Database covering the infrastructure supported4 A Forward Schedule of ChangeWhich of the above should be available to the Service Desk?A All fourB 1&2C 3&4D 1, 2 &327. Which of these is NOT a recognised Service Desk structure?A Remedial Service DeskB Virtual Service DeskC Local Service DeskD Central Service Desk28. The wording of SLAs and OLAs should be:A Technically focused, so that they may be understood by IT professionalsB A mixture of business, technical and legal language, so that they can be understood byeveryoneC Clear and concise, leaving no room for ambiguity.D Legally worded as they must be contractually binding29. Consider the following list:1 Modelling2 Risk Analysis3 Application Sizing4 DSL maintenanceWhich two from the above list are among the main responsibilities of Capacity Management?A 1 & 2B 1 & 3C 3 & 4D 2 & 430. At what point does an Incident turn into a Problem?A When it is urgentB When it is a Major IncidentC If the person reporting the incident is very seniorD Never31. There are strong links between Service Level Management and:1 Incident Management2 Availability Management3 Configuration Management4 IT Service Continuity Management5 Change ManagementA 1, 3 & 5B 2 & 4C 2, 3 & 5D All of them32. Does Problem Management depend entirely on having a mature Incident Management process in place?A Yes, because without a mature Incident Management process in place there is noreliable information availableB No, because the quality of Incident Management information is of little importance toproactive Problem ManagementC No, because progress can still be made on solving long-standing ProblemsD Yes, because trend analysis cannot be undertaken without a lot of accurate IncidentManagement information33. The scope of a Release can best be defined by:A The RFCs that it satisfiesB The number of updates to the OHSC Service Level metricsD The DSL configuration34. 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