07-01-ITIL Foundation Examination Sample B_v5.1_CH

合集下载

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。

泰普提尼理工学院滑雪救援认证证书课程

世界经济愈趋繁荣，具有合适工作技术的人才愈显匮乏。

解决这种问题的根本之道就必须让高等教育所依托的院校专注于弥补地区和国家之间的技术鸿沟。

新西兰泰普提尼理工学院以其独到的特色为职业规划和社会发展提供各取所需的职业技能。

新西兰泰普提尼理工学院的重点不仅在于确保我们的课程安排和学习计划为求职工作或更深层次的学习进修能够起到牵线搭桥的作用，更重要的是，要因地制宜，因材施教。

假如目前您正在渴求一种与众不同的东西，您不妨对新西兰泰普提尼理工学院所提供的涵盖广泛的优质课程和学习计划进行一下了解。

新西兰泰普提尼理工学院有几乎有能力为每位学生量身定做适合自身的求学之路。

新西兰泰普提尼理工学院自始至终就是一个激情澎湃和动力十足的地方，新西兰泰普提尼理工学院完全能够让您获得真正的资质去放眼世界。

新西兰泰普提尼理工学院的西海岸课程方案在在以下几个地区均可开展：Auckland, Matamata, Christchurch, Wanaka and Invercargill。

新西兰泰普提尼理工学院因其注重教学质量而蜚声世界。

滑雪救援队（MECN）滑雪救援认证证书立思辰留学360金牌留学顾问老师介绍，此课程由新西兰泰普提尼理工学院的位于瓦纳卡的新西兰登山教育中心提供。

教学地点设立在瓦纳卡。

主要课程·气象学及登山天气·紧急情况处理·雪崩危害一级管理·雪山爆破训练·救护工具使用·滑雪运动场地危害管理·滑雪巡逻路线·滑雪场地救援绳使用技巧·滑雪场地登山技巧使用·滑雪板及单板改造·稀途旅行安全·季前健康训练入学要求·英语非第一语言的申请人满足雅思成绩最低5.5或者同等水平除非申请人有极为特殊的条件下，可能被破格录取,比如：行业经验、目前就职岗位。

ITIL Foundation exam(模拟题)

Stichting EXINKantoor Janssoenborch, Hoog CatharijneGodebaldkwartier 365, 3511 DT UtrechtPostbus 19147, 3501 DC Utrecht Telephone (030) 234 48 11 Fax (030) 231 59 86 E-mail info@exin.nlInternet http://www.exin-exam.nlITILFoundation Certificate in IT Service Management (ITIL Foundation) Sample ExaminationContents 2 Introduction 4 Sample Questions 14 Answer KeyDistributed in North America by Loyalist College of Applied Arts and TechnologyIntroductionExamination ITIL FoundationCopyright Stichting EXIN, 2001Time 60 minutesNumber of pages 15Place in the Qualification StructureThis is the sample examination for the Foundation Certificate in IT Service Management (ITIL Foundation).Composition of the Sample ExaminationThis sample examination consists of 40 multiple-choice questions. These questions are representative of those asked during an actual examination. The questions are designed to fulfil the examination requirements for the ITIL Foundation module specified in the ITIL, PRINCE2, ISPL and DSDM 2001-2002 examination plan.Each question in this sample examination is multiple choice, with only one correct answer.Distribution of the Questions Across the Examination RequirementsThe 40 questions in this sample examination cover the examination requirements as illustrated in the table below. The questions in the examination are not arranged in the order of examination requirement, but are in random sequence.Examination Requirement Number ofQuestions Question Number in Sample ExaminationGeneral (1, 2) 3 2, 22, 32ITIL processes (3, 4)Service Desk 3 1, 13, 27Incident Management 4 3, 10, 19, 24 Problem Management 5 4, 18, 20, 35, 36 Change Management 6 5, 6, 25, 34, 37, 40 Configuration Management 5 7, 26, 28, 33, 38 Release Management 2 11, 29Service Level Management 3 12, 16, 30 Availability Management 2 17, 39Capacity Management 2 14, 23IT Service Continuity Management 2 8, 21Financial Management for IT Services 1 15Security Management 2 9, 31Literature, Notes and CalculatorWhen taking the examination, you may not use literature, notes or a (pre-programmable) calculator.TimeYou have 60 minutes to complete this examination.Examination ScoringEach correct answer earns 1 point, for a maximum possible score of 40 points. A score of 26 points or more is considered a passing grade.No rights can be derived from this provisional data.Good luck!Sample Questions1 Which of the following is a Service Desk activity?A.to function as the first point of customer contactB.to investigate the cause of disruptions for the customerC.to trace the cause of incidents2 What is the role of ITIL within IT Service Management?A.to provide an approach based on the best examples taken from practiceB.to serve as the international standard for IT Service ManagementC.to serve as the standard model for IT service provisionD.to serve as a theoretical framework for process design3 The network managers have excessive workloads and have no time to proactivelymanage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly.Which ITIL process would improve this situation?A.Change ManagementB.Configuration ManagementC.Incident ManagementD.Problem Management4 Which task is a Problem Management responsibility?A.to co-ordinate all modifications to the IT infrastructureB.to record incidents for later studyC.to approve all modifications made to the Known Error databaseD.to identify user needs and modify the IT infrastructure based on such needs5 The data in the Configuration Management Database (CMDB) can only bemodified after permission is granted to modify the infrastructure.Which process grants such permission?A.Change ManagementB.Configuration ManagementC.Incident ManagementD.Service Level Management6 Which concept is part of Change Management?A.Post Implementation ReviewB.Emergency ReleaseC.Service RequestD.Work-around7 A new networked computer is installed to replace an existing PC. The old PC isinstalled as a print server for the local area network.Which process is responsible for registering this modification in the Configuration Management Database (CMDB)?A.Change ManagementB.Configuration ManagementC.Problem ManagementD.Release Management8 Because of its increased dependency on information systems, a national realty firmdecides that there must be assurances for the provision of IT services following an interruption to the service.Which process should be implemented to provide this assurance?A.Availability ManagementB.IT Service Continuity ManagementC.Service Level ManagementD.Service Management9 Data provided for the financial administration of XYZ must only be accessible toauthorized users. Security Management takes steps to ensure this.By taking these steps, which aspect of data can be ensured?A.AvailabilityB.IntegrityC.StabilityD.Confidentiality10 A computer operator notices the full storage capacity of her/his disk will soon beused.To which ITIL process must this situation be reported?A.Availability ManagementB.Capacity ManagementC.Change ManagementD.Incident Management11 Which activity is a Release Management responsibility?A.to check whether there is any illegal software on computers within theorganizationB.to store the original versions of all authorized software within the organizationC.to register where each software version is available12 For which purpose does Service Level Management use data from the ServiceDesk's incident registration?A.to draw up Service Level Agreements (SLAs)B.to report on the number and nature of incidents that occurred during a specificperiodC.to determine the availability of an IT service using the number of resolvedincidentsD.to analyze, together with other data, in order to determine if the agreed servicelevel is being provided13 The Service Desk has handled 2317 calls this month.What would these calls include?A.modifications to Service Level Agreements (SLAs)B.notices regarding modified Configuration Items (CIs)C.requests to the IT organization for user support14 A steel company is merging with a competitor. The IT departments, along with theIT infrastructures of both companies will be combined.Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure?A.Application ManagementB.Capacity Managementputer Operations ManagementD.Release Management15 Which concept is not part of Financial Management for IT Services?A.BudgetingB.ChargingC.ProcuringD.Pricing16 Service Level Requirements are used in the Service Level Management process.What do these Service Level Requirements represent?A.the customer's expectations and needs regarding the serviceB.what the IT organization expects of the customerC.the conditions required for the Service Level Agreement (SLA)D. a paragraph of the SLA with additional specifications required to execute theSLA17 Which of the following is one of the responsibilities of Availability Management?A.to enter into contracts with suppliersB.to monitor the availability of a charge through systemC.to verify the reliability and the service level of the Configuration Items (CIs)purchased from and maintained by third partiesD.to plan and manage the reliability and availability of IT Service18 A user complains to the Service Desk that an error continually occurs when using aspecific application. This causes the connection with the network to be broken.Which ITIL process is responsible for tracing the cause?A.Availability ManagementB.Incident ManagementC.Problem ManagementD.Release Management19 A serious incident has occurred. The assigned solution team is unable to resolve thisincident within the agreed time. The Incident Manager is called in.Which form of escalation describes the above sequence of events?A.formal escalationB.functional escalationC.hierarchical escalationD.operational escalation20 Which of the following best describes a Problem?A.one or more Known ErrorsB. a known cause of one or more disruptionsC.the unknown cause of one or more incidentsD. a Known Error with one or more incidents21 Which concept is part of IT Service Continuity Management?A.Application SizingB.VulnerabilityC.MaintainabilityD.Resilience22 How does IT Service Management contribute to the quality of IT service provision?A.by recording agreements between internal and external customers and suppliersin formal documentsB.by defining generally accepted norms for service levelsC.by promoting a customer focus among all the employees of the IT organizationD.by planning, implementing and managing a coherent set of processes forproviding IT services23 Performance Management and Resource Management are parts of which process?A.Availability ManagementB.Capacity ManagementC.IT Service Continuity ManagementD.Service Level Management24 An organization has set up an Incident Management Process. In doing so, severalgroups were created to resolve specific incidents. These groups include:-PC Solution Team;-Network Solution Team;-Service Desk;-Specialists’ Group to support the other teams.Within an IT organization, support groups are generally categorized by levels.Select the answer that correctly categorizes the support groups mentioned above.A.0-line Service Deskfirst-line both Solution Teamssecond-line SpecialistsB.first-line Service Desksecond-line PC Solution Teamthird-line Network Solution Teamfourth-line SpecialistsC.first-line Service Desksecond-line both Solutions Teamsthird-line Specialists25 The management of ABC Inc. has insisted that each request for a new workstationinstallation be handled with optimum efficiency and effectiveness.Which ITIL process is designed to achieve this desired outcome?A.Change ManagementB.Customer LiaisonC.Problem ManagementD.Service Level Management26 Which of the following is a Configuration Item (CI)?A. a callB.documentationC.an incidentD. a process27 How does Problem Management support the Service Desk activities?A.It resolves serious incidents for the Service Desk.B.It studies all incidents resolved by the Service Desk.C.It relieves the Service Desk by communicating the resolution directly to theuser.D.It makes information on a Known Error available to the Service Desk.28 Which of the following is a Configuration Baseline?A.the standard configuration for the Configuration Management Database(CMDB)B. a description of a standardized Configuration Item (CI)C. a set of CIs that is delivered onceD. a recorded snapshot of a product or service, to provide a basis for aconfiguration audit and regression29 Which of the following is the role of the Definitive Software Library (DSL) in theRelease Management process?A. a physical storage area for the original versions of all authorized software in useB. a reference manual that includes all software documentationC. a registration tool for all software itemsD. a type of Configuration Management Database (CMDB) for software30 Your Network Department has made an agreement with an external organization inorder to fulfil an agreement with its internal customer.Where would the agreement with the external organization be specified?A.Operational Level Agreement (OLA)B.Service Level Agreement (SLA)C.Service Level Requirement (SLR)D.Underpinning Contract (UC)31 How does Availability Management work with Security Management?A.by making agreements on the availability of the Security DatabaseB.by making agreements on the security of the Availability DatabaseC.by establishing the security boundaries based on the availability requirementsD.by implementing the measures specified by Security Management for securingthe data32 Which question is being answered when an organization specifies its vision andbusiness objectives?A.How do we get where we want to be?B.How do we know we have arrived?C.Where do we want to be?D.Where are we now?33 Which task is the responsibility of Configuration Management?A.convening the Configuration Advisory BoardB.physically managing software itemsC.installing equipment at the workplaceD.recording the relations between Configuration Items (CIs)34 After the requisite search, the common cause of a series of incidents is found. Thisresults in a Known Error.In the sequence of things, what should happen after the Known Error has beendeclared?A.All incidents must be resolved as quickly as possible.B.The error must be resolved using a change.C.The error must be included in the Configuration Management Database(CMDB).D.The problem must be identified.35 What is the primary task of Error Control?A.to figure out the details for work-aroundsB.to resolve Known Errors through the Change Management processC.to recognize and register Known ErrorsD.to register and manage Known Errors36 Which ITIL process is associated with a Post Implementation Review?A.Application ManagementB.Incident ManagementC.Problem ManagementD.Release Management37 When processing a Request for Change (RFC), the Change Manager initiates anumber of activities.Which action is required if this involves a complex change?A.The Change Manager reports the change to Problem Management.B.The Change Manager reports the change to Incident Management.C.The Change Manager presents the change to the Change Advisory Board.D.The Change Manager presents the change to the IT Manager.38 What is the difference between Asset Management and ConfigurationManagement?A.Asset Management only deals with what you own; Configuration Managementdeals with everything in your infrastructure.B.Asset Management is a superset of Configuration Management, as it includesnon-IT assets such as chairs and tables.C.Asset Management deals with the financial aspects of Configuration Items;Configuration Management only deals with the technical details of theinfrastructure.D.Configuration Management goes much further than Asset Management,because it also specifies the relations between the assets.39 Which ITIL process uses Mean Time Between Failures (MTBF)?A.Availability ManagementB.Capacity ManagementC.IT Service Continuity ManagementD.Service Level Management40 A company sets up an Intranet for its graphic design workstations. The bandwidthmust be increased because of the high volume of illustrations sent over the network.Which ITIL process is responsible for approving the implementation of increasedbandwidth?A.Capacity ManagementB.Change ManagementC.Availability ManagementD.Problem ManagementAnswer KeyExamination ITIL FoundationThe EvaluationExamination ResultsA maximum of 40 points can be earned on an ITIL Foundation examination.A score of 26 points or higher is considered a passing grade.The following table relates the number of points earned to a grade.Failed Number of Passed Number ofPoints Earned Grade Points Earned Grade 0 – 11 1 26 – 29 612 – 15 2 30 – 32 716 – 18 3 33 – 36 819 – 22 4 37 – 39 923 – 25 5 40 10Sample ExaminationThe table below shows the correct answers to the questions in this sample examination.number answer points number answer points1A 1 21 B 12A 1 22 D 13 C 1 23 B 14 C 1 24 C 15 A 1 25 A 16 A 1 26 B 17 B 1 27 D 18 B 1 28 D 19 D 1 29 A 110 D 1 30 D 111 B 1 31 D 112 D 1 32 C 113 C 1 33 D 114 B 1 34 B 115 C 1 35 B 116 A 1 36 C 117 C 1 37 C 118 C 1 38 D 119 C 1 39 A 120 C 1 40 B 1。

ITILV3认证体系

最新ITIL V3认证体系ITIL V3自2007年5月发布以来，已经逐步被业界认可并接受，想了解和学习ITIL V3的单位和个人也越来越多。

为此，我们觉得有必要把ITIL V3的认证（课程）体系给大家介绍一下。

图一：ITIL V3认证体系如图一所示，ITIL V3的认证由四个级别构成。

它们分别是最下面红色背景的基础认证（Foundation ），中间绿色、灰色和粉红色背景的中级认证（Intermediate ），上面黑色背景的专家认证（ITIL Expert ）和最上面蓝色背景的大师认证（ITIL Master ）。

但是，大师级别的认证目前还在开发中，还不可用。

ITIL V3的认证采用学分制，要拿到ITIL Expert 的认证，需要22个学分。

■ITIL V3的基础认证对应一门课程和一门考试，课程和考试信息如下： 1、课程名称：ITIL V3初级课程_基础（ITIL V3 Foundation ）课程长度：脱产班3天（18小时，含考试），周末班2天（15小时，不含考试）考试名称：ITIL V3 Foundation考试时间：1小时（60分钟）考题数量：40道单项选择题，答对26道题（65%）通过S h a r e d b y L e a r Z h a n g■ITIL V3的中级认证比较复杂，它分为两个层次，一共10门课程（考试）。

由两个模块组成，一个是能力模块（Capability Modules ），有四门课程（考试）；一个是生命周期模块（Lifecycle Modules ），有五门课程（考试）。

第二个层次（也可以认为是高级课程）是一门跨生命周期的课程（考试），内容覆盖ITIL V3的五本核心书籍。

ITIL V3中级（第一层次）能力模块的四门课程（考试）信息如下： 1、课程名称：ITILV3中级课程_能力模块_运营支持与分析(OSA) 课程长度：脱产班5天（30小时，含考试），周末班4天（30小时，含考试）考试名称：ITIL ® V3 Intermediate Capability Stream: OPERATIONAL SUPPORT AND ANALYSIS (OS&A) 考试时间：90分钟（针对英语为母语的人群），120分钟（针对英语为非母语的人群）考题数量：8道单项选择题（场景题），每题满分5分（4个答案对应的得分为5、3、1、0），整个卷面的满分为40分，28分（70%）通过。

itil证书分类

itil证书分类
ITIL证书主要分为以下几个级别：
1. ITIL基础证书（ITIL Foundation）：这是ITIL框架中最基本的证书，是进入ITIL框架的门槛。

它涵盖了ITIL框架的基本概念、ITIL服务生命周期的各个阶段、ITIL最佳实践以及ITIL框架的实施与管理等。

考试形式为选择题，考试时限为1小时。

2. ITIL实践证书（ITIL Practitioner）：这是ITIL框架中的中级证书，需要在ITIL基础证书的基础上进一步深入学习ITIL框架，掌握更多的ITIL最佳实践。

培训内容包括ITIL框架中的各个流程、ITIL框架中的工具与技术、ITIL框架中的实施与管理等。

考试形式为选择题，考试时限为1小时30分钟。

3. ITIL中级证书：包括管理模块4个证书，战略模块2个证书。

希望上述信息能帮您解决问题。

如果还有其他问题，请随时告诉我。

itil证书分类 -回复

itil证书分类-回复"ITIL证书分类"ITIL（Information Technology Infrastructure Library）是一套全球通用的IT服务管理的最佳实践框架，旨在提高企业IT服务的效率和质量。

ITIL 证书则是对ITIL框架的掌握和实践能力的认可。

本文将详细介绍ITIL证书的分类，并逐步回答相关问题，帮助读者了解各种ITIL证书的特点和应用。

第一步：ITIL基础证书（ITIL Foundation Certificate）ITIL基础证书是所有ITIL证书的基础，也是进入ITIL认证体系的第一步。

该证书不涉及实际操作，而是着重介绍ITIL框架的核心概念、原则和术语。

ITIL Foundation Certificate通常包括以下内容：1. ITIL的历史和发展背景：介绍ITIL的起源，以及ITIL如何成为全球使用最广泛的IT服务管理框架。

2. ITIL框架的核心概念：详细介绍ITIL的五个核心书（Service Strategy、Service Design、Service Transition、Service Operation、Continual Service Improvement）以及服务生命周期。

3. ITIL的关键术语和定义：解释ITIL中常用的术语和定义，以帮助学员理解和运用ITIL框架。

ITIL基础证书适合任何对IT服务管理感兴趣的人士，无论其是否担任IT 服务管理相关角色。

通常，ITIL基础证书考试由多项选择题组成，学员需要通过一次考试即可获得该证书。

第二步：ITIL中级证书（ITIL Intermediate Certificate）ITIL中级证书是进一步深入研究和应用ITIL框架的证明。

在ITIL中级证书中，学员可以选择不同的模块，根据自己的兴趣和需求进行学习。

以下是ITIL中级证书的一些最常见的模块：1. ITIL中级证书：服务策略（ITIL Intermediate Certificate: Service Strategy）：该模块涵盖了制定和实施与业务目标和需求相一致的服务策略的重要概念和技术。

itil foundation证书考试内容

ITIL Foundation证书考试内容主要包括以下几个方面：
1. IT服务管理基础：这部分内容主要包括IT服务管理的概念、原则和最佳实践，以及IT服务管理的生命周期。

2. 服务战略：这部分内容主要包括服务战略的制定和实施，以及如何通过服务战略支持组织的商业目标。

3. 服务设计：这部分内容主要包括服务设计的概念和原则，以及如何设计和实施有效的IT 服务。

4. 服务过渡：这部分内容主要包括服务过渡的概念和原则，以及如何管理和控制服务过渡的过程。

5. 服务运营：这部分内容主要包括服务运营的概念和原则，以及如何管理和控制服务运营的过程。

6. 持续服务改进：这部分内容主要包括持续服务改进的概念和原则，以及如何实施和管理持续服务改进的过程。

以上内容都是ITIL Foundation证书考试的重要组成部分，考生需要对这些内容有深入的理解和掌握。

itilfoundationv3专业考试题库

EX0-101 ITIL FoundationExam 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 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 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 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: 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 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 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 ChangeManager without 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 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 Desk。

ITIL V3各阶段考试介绍

1. 考试名称：信息技术基础架构库2. 考试体系概览：3. 3. 考试级别概述基础级别：ITIL基础级认证专业级别：∙ITIL中级认证生命周期分支：o服务策略o服务设计o服务转化o服务运营o持续服务改进∙ITIL中级认证能力分支：o运营性的支持和分析o计划、保护和优化o发布、控制和确认o服务提供和协议ITIL中级认证：生命周期的贯穿管理专家级别：ITIL经理至ITIL V3专家级的升级考试基础级别3.1 考试名称：ITIL基础级认证1. 考试级别：基础级2. 考生资质：无3. 考试形式：计算机化考试或纸笔考试，共40道单项选择题，其中26道正确通过考试。

4. 考试时间：60 分钟5. 学分：2分6. 考试相关知识点：o服务管理实践（理解）o服务生命周期（理解）o主要原则和模型（理解）o一般概念（知晓）o精选流程（知晓）o精选角色（知晓）o精选职能（知晓）o技术与架构（知晓）专业级别：中级3.2.1 考试名称：ITIL中级认证生命周期模块：服务策略1. 考试级别：中级2. 考生资质：o参加至少21小时的面授授权培训o工作背景最好是有IT基本知识和大约2年IT服务经验。

o有ITIL v3的基础级证书或者ITILv2基础级证书加升级证书o建议考生在参加考试前，完成至少21小时的基于本教学大纲的自学和阅读服务策略的相关书籍物，作为考试前的准备3. 考试形式：计算机化考试或纸笔考试。

有8个基于特定情节的单项选择题，每个问题有4个答案供选择，其中一个选择值5分，一个选择价值3分，一个选择价值1分，另外一个不得分。

8道题最高总分为40分，得到28分（70%）或以上为及格。

4. 考试时间：90 分钟，英语非母语的考生，考试时间可以延长至120分钟，可以使用字典。

5. 学分：36. 考试相关知识点：o服务策略规范o定义服务和市场空间o实施策略评估o财务管理o服务投资组合管理o需求管理o贯穿服务生命周期的策略o了解成功的关键因素和风险3.2.2 考试名称：ITIL中级认证生命周期模块：服务设计1. 考试级别：中级2. 考生资质：o参加至少21小时的面授授权培训o工作背景最好是有IT基本知识和大约2年IT服务经验。

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。

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 foundation认证资料——ITIL概述

日益复杂的IT管理安全和控制
业务的不断发展
IT管理复杂度
怒江
“花钱的部门”
高投入低回报
许多IT部门面临如下问题
IT为业务部门做了什么? 抱怨低质量服务和高成本如何调配有限的IT资源,包括人员,系统等来自用户的不合理期望和需求如何管理外包服务？影响?……
IT’s 没有得到正确评价,用户不满意…..(是否是IT的错?)
这么多工作得去处理，我已经焦头烂额了，谁能帮帮我？
每天都是这样乱无头绪，疲于奔命，怎么做才能使工作更有效率？
其他员工的处理信息我为什么不能共享？
内容提要
什么是ITIL？组织为什么要用ITIL？ ITIL V2简介 ITIL V3概述 ISO 20000简介
什么是ITIL？
管理的问题还是需要用管理的手段来解决！
如果没有运维管理体系？
业务部门
谁能回答我的问题？我怎么找不到人！你们什么时候才能解决我的问题？我已经等了很长时间了！谁能告诉我我的问题现在处于什么状态？为什么我们的业务系统停了？
IT 经理
IT 员工
怎样合理衡量员工的工作表现? 怎样实现团队的合理分工? 何处着手改进服务质量，怎样决策? 怎样进行服务总结/问题汇总? 怎样形成有效知识积累? 怎样才能摆脱对”关键人员”的依赖?
学员分组和介绍
姓名单位职务 IT服务管理经验? 参加此次学习的期望?
第一章 ITIL概述
（Model 1 ITIL Overview）
概述
理解IT服务管理的关键原则和概念理解在一个组织内实施ITIL的好处理解服务管理流程，并知道他们与服务生命周期的对应关系理解与服务生命周期有关的概念和定义理解包括在服务生命周期中的活动和角色理解服务生命周期中各组件之间的关系，并知道它们如何与其它组件对应识别影响服务生命周期效力的因素

ITIL_Foundation_认证考试模拟试题(1)

Copyright © 2005 翰纬 IT 管理研究咨询中心版权所有
6
Web: Email: Info@
ITIL Foundation 认证考试模拟试题（1）
28．下列哪项是配置基准线？ A．配置管理数据库中的标准配置 B．标准配置项的描述 C．已交付的一系列配置项 D．有关一项产品或服务的“快照”，以作为配置审计和变更回撤的基准答案：D
以下何种 IT 流程用来帮助它达到这样的目标？ A．变更管理 B．客户联络 C．问题管理 D．服务级别管理答案：A 26．下列哪项属于配置项？ A．呼叫 B．文档 C．事故 D．流程答案：B 27．问题管理流程是如何支持服务台活动的？ A．解决服务台碰到的重要事故 B．研究服务台已解决的所有事故 C．通过直接向用户提供解决方案来缓解服务台工作压力 D．为服务台提供可用的知名错误信息答案：D
5．只有在基础架构修改请求被批准的情况下，才能修改配置管理数据库中的数据。下列哪项程序负责批准该项申请？ A．变更管理 B．配置管理 C．事故管理 D．服务级别管理答案：A
Copyright © 2005 翰纬 IT 管理研究咨询中心版权所有
1
Web: Email: Info@
B．能力管理 C．变更管理 D．事故管理答案：D 11．下列哪项活动属于发布管理流程？ A．检查在组织内部的电脑上是否使用了非法软件 B．在组织内部的电脑上安装原版软件 C．记录那些软件版本是可用的答案：B 12．服务级别管理利用服务台的事故登记信息的主要目的是什么 A．草拟服务级别协议 B．报告一定时期内事故的特征和数量 C．使用已解决的事故的数量来确定某项 IT 服务的可用性 D．将其与其它数据综合，分析确认是否实现既定服务级别答案：D 13．服务台当月处理 2317 个电话，这些电话可能包括 A．修改服务级别协议 B．关于修改配置项的通知 C． IT 组织的用户支持请求答案：C 14．某钢铁公司被竞争对手兼并。IT 部门以及两个公司的 IT 基础架构需要整合， IT 基础架构整合后运行应用程序所需的磁盘存储空间将由下列哪项流程负责决定。 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：B 15．下列哪个概念不属于 IT 服务财务管理？ A．预算编制 B．计费

ITIL4考试教程(ITIL认证必备)

题占比较大。
考试难度适中，但需要考生具备扎实的IT服务管理基础知识和
03
实践经验。
备考建议与学习方法分享
参加ITIL4认证培训课程，加深对知识点的理解和记忆。
注重实践经验的积累，将理论知识与实际工作相结合，提升解决问题的能力。
01
系统学习ITIL4官方教材，掌握IT 服务管理的基本概念、理论和方法。
ITIL认证体系与价值
认证体系
ITIL认证分为多个级别，包括基础认证、专家认证和大师认证等。每个级别都有不同的要求和考试内容，旨在评估候选人在ITIL框架下的知识和技能水平。
认证价值
获得ITIL认证可以证明个人在IT服务管理领域的专业能力和实践经验，有助于提升个人职业竞争力和市场价值。同时，对于企业而言，拥有一定数量的ITIL认证员工可以提高企业的IT服务管理水平和效率，降低运营成本，增强市场竞争力。
持续学习
IT行业变革迅速，个人需要保持持续学习的态度，不断更新自己的知识和技能，以适应行业的发展和变化。
实践经验积累
通过参与实际项目和工作实践，个人可以不断积累经验和提升能力，为未来的职业发展打下坚实的基础。
拓展人际关系网络
建立良好的人际关系网络可以为个人提供更多的职业机会和资源，帮助个人在职业生涯中取得更大的成功。
问题管理
识别和分析问题的根本原因，并采取措施预防问题的再次发生，包括问题记录、分类、诊断、解决和监控等实践。
辅助流程及其作用
发布管理
确保新的或变更的服务和服务组件能够按照计划成功发布到生产环境中。
可用性管理
确保服务能够在需要时可用，并采取措施提高服务
的可用性和可靠性。
01

ITILfoundation认证资料—-服务设计

流程活动、方法和技术（Process activities,methodsand techniques）
➢ 定义和维护策略和方法
➢ 计划设计资源和能力
➢ 协调设计活动
➢ 管理设计风险和问题
➢ 改进服务设计
➢ 计划单个的设计
➢ 协调单个的设计
➢ 监视单个的设计
➢ 检查设计并保证服务设计包的交接
2021/3/18
Coordinate design activities
Manage design risks and issues
Improve service design
For each design Plan individual designs
Coordinate individual designs
Monitor individual designs
第3章服务设计
（Module 3 Service Design）
服务设计（Service Design）
➢ 服务设计原理（Service Strategy Principles） ➢ 服务设计流程（Service Strategy Processes）
✓ 设计协调（Design Coordination） ✓ 服务目录管理（Service Catalogue Management） ✓ 服务级别管理（Service Level Management） ✓ 可用性管理（Availability Management） ✓ 容量管理（Capacity Management） ✓ IT服务连续性管理（IT Service Continuity Management） ✓ 信息安全管理（Information Security Management） ✓ 供应商管理（Supplier Management）

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。

itil4foundation认证考试步骤

ITIL 4 Foundation认证考试是IT服务管理领域的认证，以下是一般情况下考取ITIL 4 Foundation认证的步骤：1. 学习ITIL 4基础知识：-在考试前，你需要充分了解ITIL 4的基础知识，包括ITIL的核心概念、主要术语、服务价值体系等。

你可以通过官方的学习资料、培训课程、教材以及其他相关资源进行学习。

2. 参加ITIL 4 Foundation培训：-参加官方认可的ITIL 4 Foundation培训课程。

虽然这不是强制性的，但大多数考生选择参加培训以更好地理解知识点和提高考试通过率。

3. 注册考试：-在准备充分后，你需要在官方的考试机构或认可的培训机构注册ITIL 4 Foundation考试。

这可以在线完成，并通常需要支付相应的考试费用。

4. 选择考试形式：-ITIL 4 Foundation考试可以在线进行，你可以选择在认证中心或者远程在线监考的方式参加考试。

选择一种适合你的方式。

5. 考试准备：-在考试前，你需要进行充分的复习和准备。

可以通过模拟考试、练习题、官方指南等方式来巩固你的知识，并提高应对考试的信心。

6. 参加考试：-在注册后，按照预定的时间和方式参加ITIL 4 Foundation考试。

如果选择线上考试，确保你的电脑系统满足考试要求，并测试好相应的设备。

7. 获取考试结果：-考试结束后，你会立即收到考试成绩。

如果你成功通过考试，你将获得ITIL 4 Foundation认证。

8. 领取认证：-成功通过考试后，你可以在官方认证机构处领取ITIL 4 Foundation认证证书。

这通常可以通过电子方式或邮寄获得。

需要注意的是，以上步骤可能根据不同考试机构和国家的具体规定有所不同。

在考试前，最好咨询官方或认可的培训机构，以确保你有准确的信息和指导。