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ITSM知识中英100问ITIL®认知什么是ITIL？ITIL（IT infrastructure Library）最初是由英国中央计算机和电信局CCTA（现在已经并入英国商务部OGC）于20世纪80年代开发出的一套IT服务管路标准库，它是有关IT服务管理的一个最佳实践框架，现在已成为国际IT服务管理领域的事实标准。
ITIL强调基于“以流程为中心、以客户为导向”的IT 管理理念，将传统的IT管理活动按照流程的方式重新加以组织，并强调根据客户的业务需求提供质量可靠、成本合理的IT服务。
V2和V3的主要区别是什么？ITILv3与v2的主要区别，在于引进服务生命周期（Service Life Cycle）模型，并提供许多丰富的新资源，让ITIL不再只是提到“做什么”，而是明确说明“怎么做”，加强与COBIT、CMMI、Sigma等标准的结合等，并让企业可以根据自己的业务，按需要设计并实施适合自己的ITIL应用。
ITIL与ITSM的关系？ITSM从宏观角度可以理解为是一个领域或行业；从中观的角度可以理解为是一种IT管理的方法论；从微观角度可以理解为是一套协同运作的流程。
就微观层次来讲，ITSM作为一种全新的IT管理理念和方法论，通过一套协同运作的流程，可以帮助IT部门以合理的成本提供更高质量IT服务。
ITIL是IT服务管理领域的一个最佳实践框架，但ITIL并不等于就是ITSM。
ITIL v3有哪些网络资源？ITIL官方更新网站是，更新周期是每两个星期。
更多相关资源请浏览以下网站。
OGC ITIL V3 FAQ：/2006_08_29_faq.htmOGC ITIL V3 News：/news.htmOGC Best Management Practice：ITIL培训ITIL认证有哪些级别？ITIL认证级别有三种：• ITIL Foundation：该认证主要是针对从事IT服务管理的人员，要求了解ITIL的基本术语、概念和各个ITIL流程之间的关系，并掌握IT服务管理的基本原理。
ITIL V3 Foundation考试模拟题（2009年3月25日整理，共134题）1、which of the following are benefits that implementing Service Transition could provide to the business?1) Ability to adapt quickly to new requirements2) Reduced cost to design new services3) Improved success in implementing changesA.1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. All the above2、which Functions are included in IT Operations Management ?A. Network management and Application ManagementB. Technical Management and Application ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Technical Management3、Which of the following should be supported by technology ?1) Verification of Configuration Management System (CMS) data2) Control of user desktops3) Creation and use of diagnostic scripts4) Visibility of overall IT Service performanceA. 2、3 and 4 onlyB. 1、2 and 3 onlyC. 1、3 and 4 onlyD. All the above4、Which of the following sentences BEST describes a Standard Change ?A. A Change to the service provider`s established policies processB. A Change that correctly follows the required Change processC. A pre-authorised Change that has an acceptedand established procedureD. A Change that is made as the result of an audit5、Which of the following is a valid（正确的）role in the RACI Authority Matrix ?A. ConfigurationB. ConsultedC. ComplexD. Controlled6、Which of the following is a good metric（指标）for measuring the effectiveness（效力）of Service Level Management ?A. Customer satisfaction scoreB. Average number of daily incidents managed by each service agentC. Number of services in the Service PortfolioD. Number of services deployed within agreed times7、Which of the following models would be most useful in helping to define an organizationalstructure ?A. RACI ModelB. Service ModelC. Continual Service improvement (CSI) ModelD. Plan, Do, Check, Act(PDAC) Model8、A risk is:A. Something that won`t happenB. Something that will happenC. Something that has happenedD. Something that might happen9、Which of the following functions would be responsible for management of a data centre ?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities（设备、设施）Management10、One of the five major aspects of Service Design is service solutions. Which of the following does include ?A. Only capabilities needed and agreedB. Only resources and capabilities neededC. Only requirements needed and agreedD. Requirements, resources and capabilities needed and agreed11、Availability Management is responsible for the availability of:A. Services and ComponentsB. Service and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business Processes12、Which of the following delivery strategies is described as “Forma l arrangements between two or more organizations to work together to design, develop, transition, maintain, operate and/or support IT services ”?A. OutsourcingB. Application Service ProvisionC. Multi-sourcingD. Knowledge Process Outsourcing13、What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with（交战）suppliers during the 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 customers14、What are the types of activity within Demand Management ?A. Activity based, Access ManagementB. Activity based Business activity patterns and user profilesC. Analytical based, Business activity patterns and user profilesD. Analytical based, Shaping user behavior15、Which of the following is NOT a responsibility of the service Design Manager ?A. Design and maintain all necessary Service Transition packagesB. Produce quality, secure and resilient（有弹性的）designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organizationC. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are producedD. Measuring the effectiveness（效力）and efficiency（效率）of Service Design and the supporting processes16、Which of the following is NOT an aim of the Change Management process ?A. Overall business risk is optimizedB. Standardized methods and procedures are used for efficient（有效率的）and prompt（即时的）handling of all ChangesC. All changes to Service Assets and Configuration items(CIs) are recorded in the ConfigurationManagement System(CMS)D. All budgets and expenditures（支出）are accounted for17、Which 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 Release18、Understanding customer usage（用法、用量、习惯）of services and how this varies over time is part of which process?A. Service Portfolio ManagementB. Service Level ManagementC. Component Capacity ManagementD. Demand Management19、Which of the following is NOT the responsibility of the Service Catalogue Manager?A. Ensuring that information in the Service Catalogue is accurateB. Ensuring that information with the Service Pipeline is accurateC. Ensuring that information in the Service Catalogue is consistent with information in the Service PortfolioD. Ensuring that all operational services are recorded in the Service Catalogue20、The group that authorizes Changes that must be installed（安置、使就职）faster than the normal process is called the :A. Technical ManagementB. Emergency Change Advisory Board（ECAB）C. Urgent Change Board（UCB）D. Urgent Change Authority（UCA）21、Which of the following is step 1 in the 7 Step improvement Process?A. Prepare for actionB. Define what you should measureC. Where are you nowD. Identify gaps in Service Level Agreement (SLA) achievement22、Governance is concerned with:A. Measuring and improving the efficiency（效率）and effectiveness（效力）of processesB. Ensuring that defined strategy is actually followedC. Reducing the total cost of providing servicesD. Ensuring that agreed Service Level Requirements are met23、Which of the following provides resources to resolve operational and support issues during Release and Deployment Process ?A. Early Life SupportB. Service Test ManagerC. EvaluationD. Release Packaging and Build Manager24、Which of the following might be used to define how a future problem or incident could be managed?1) Incident Model2) Known Error RecordA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the above25、Which of the following is NOT a valid （正确的）objective of Request Fulfillment.A. To provide information to users about what services are available and how to request themB. To update the Service Catalogue with services that may be requested through the Service DeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components ofstandard services that have been requested26、Order the following Continual Service improvement（CSI）implementation steps into the correct sequence（顺序）in alignment with the Plan, Do, Check, Act（PDAC)）model.1) Allocate roles and responsibilities to work on CSI initiatives2) Measure and review that the CSI plan is executed and its objectives are being achieved3) Identity the scope, objectives and requirements for CSI4) Implement CSI enhancementA. 3-1-2-4B. 3-4-2-1C. 1-3-2-4D. 2-3-4-127、Who owns the specific costs and risks associated with providing a service ?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. Resources28、Which stages（阶段）of the Service Lifecycle does the 7 Step Improvement Process apply to ?A. Service OperationB. Service Transition and Service OperationC. Service Design, Service Transition and Service OperationD. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement29、Which of the following is the BEST definition of the term（术语）Service Management ?A. A set of specialized organizational capabilities for providing value to customers in the form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activities30、Which of the following are valid（正确的）examples of business value measures ?1) Customer retention（客户保持力）2) Time to market3) Service Architecture4) Market shareA. 1 and 2 onlyB. 2 and 4 onlyC. All of the aboveD. 1、2 and 4 only31、An IT department is under pressure（压力）to cut costs. As a result, the quality of services has started to suffer（受损）. What imbalance （不平衡）does this represent（表现、象征）?A. Extreme focus on costB. Extreme focus on qualityC. Excessively proactive（过于主动）D. Excessively reactive（过于被动）32、Which of the following are carried out in the “Where do we want to be ?” step of th e Continual Service Improvement（CSI）Model?A. Implementing service and process improvementsB. Aligning（矫正）the business and IT strategiesC. Creating a baselineD. Defining measurable targets33、Which of the following questions does guidance（指导）in Service Strategy help answer?1) What services should we offer and to whom?2) How do we differentiate（区分）ourselves from competing alternatives（竞争对手）?3) How do we truly create value for customers?A. 1 onlyB.2 onlyC. 3 onlyD. All of the above34、The 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（足够的）capacity is provided to deliver the agreed performance of servicesC. To create and populate（组装） a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT services35、Which of the following is the CORRECT descrip tion of the Seven R’s of Change Management?A. A set of questions that should be asked to help understand the impact of ChangesB. A seven step process for releasing Changes into productionC. A set of questions that should be asked whenreviewing the success of a recent ChangeD. A definition of the roles and responsibilities required for Change Management36、Which 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 Services Design and that will accomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriateD. To record and manage deviations（背离）, risks and issues related to the new or changed service37、Which of these activities would you expect tobe performed by a Service Desk?1) Logging details of incident and service requests2) Providing first-line investigation and diagnosis3) Restoring service4) Diagnosing the root-cause of problemsA. All of the aboveB. 1, 2 and 3 onlyC. 1, 2 and 4 onlyD. 2, 3 and 4 only38、Which of the following are activities that would be carried out by Supplier Management?1) Management and review of Operational Level Agreements（OLAs）2) Evaluation and selection of suppliers3) Ongoing management of suppliersA. 1 and 2 onlyB. 1 and 3 onlyC. 2 and 3 onlyD. All of the above39、Implementation of ITIL ServiceManagement requires preparing and planning the effective（有效的）and efficient（有效率的）use of.A. People, Process, Partners, SuppliersB. People, process, products, technologyC. People, process, products, partnersD. People, products, technology, partners40、What is a RACI model used for?A. Performance analysisB. Recording Configuration ItemsC. Monitoring servicesD. Defining roles and responsibilities41、To add value to the business, what are the four reasons to monitor and measure?A. Validate（验证）, Direct（指导）, Justify（证明）, Intervene（干预）B. Report; Manage; Improve; ExtendC. Manage; Monitor; Diagnose; InterveneD. Plan; Predict; Report; Justify42、Which of the following is NOT a FUNCTION?A. Application ManagementB. Service DeskC. Incident ManagementD. Technical Management43、Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities Management44、How many numbered steps are in the Continual Service Improvement（CSI）process?A. 7B. 4C. 6D.1145、What would be the next step in theContinual 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（动力）going?D. What is the Value On Investment (VOI)?46、Major incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentation47、Which stage of the Service Lifecycle is MOST concerned with defining policies and objectivities?A. Service designB. Service transitionC. Service strategyD. Service operation48、Which process is responsible for low risk, frequently occurring, low cost changes?A. Demand managementB. Incident managementC. Release and deployment managementD. Request Fulfilment49、A 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）cycle50、Which of the following is a sub-process of capacity management?A. Component capacity managementB. Process capacity managementC. Technology capacity managementD. Capability capacity management51、What does a service always deliver to customers?A. ApplicationsB. InfrastructureC. ValueD. Resources52、What 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 management53、Which of the following is NOT one of the five individual aspects of Service design?A. The design of the Service portfolio, including the service catalogueB. The design of new or changed servicesC. The design of market spacesD. The design of the technology architecture and management systems54、Which of the following areas would technology help to support during the service operation phase of the lifecycle?1) Identifying configuration of user desktop PCs when incidents are logged2) Control of user desk-top PCs3) Create and use diagnostic scripts4) Dashboard type technologyA. 1, 2 and 3 onlyB. All of the aboveC. 1, 3 and 4 onlyD. 2, 3 and 4 only55、Which of the following is MOST concerned with the design of new or changed services?A. Changed managementB. Service transitionC. Service strategyD. Service design56、One organization provides and manages an entire business process or function for another organization. This is know as:A. Business process managementB. Business function outsourcingC. Business process outsourcingD. Knowledge process outsourcing57、Which of the following would NOT be a task carried out by the Request Fulfilment process?A. The sourcing and delivering of the components of requested standard services ( e.g. licenses and software media)B. provision（供应）of a channel for users to request and receive standard services for which a pre-defined approval and qualification process existsC. Provision（供应）of information to users and customers about the availability of services and theprocedure for obtaining themD. Provision（供应）of information used to compare actual performance against design standards58、“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services ”. The specialized organizational capabilities include which of the following?A. Applications and infrastructureB. Functions and processesC. Service pipeline and Service catalogueD. Markets and Customers59、Which role is accountable for a specific service within an organization?A. The Service level managerB. The business relationship managerC. The Service ownerD. The service continuity manager60、Which of the following are responsibilities ofa service level manager?1) Agreeing targets in service level agreements (SLAs)2) Designing technology architectures to support the service3) Ensuring required contracts and agreements are in place（在适当的位置）A. All of the aboveB. 2 and 3 onlyC. 1 and 2 onlyD. 1 and 3 only61、Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. Data62、Which 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 authorized versions of all media Configuration Items (CIs) are stored and protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorized versions of all software and back-ups are stored and protected63、Which process is responsible for recording relationships between service components?A. Service Level ManagementB. Service Portfolio ManagementC. Service Asset and Configuration ManagementD. Incident Management64、Which of the following statements is CORRECT? An Event could be caused by:1) An exception（例外）to normal operation, such as a device exceeding a threshold or anunauthorized Configuration Item(CI) being detected on the network2) Normal operation, such as a user logging into an application or an email reaching its intended recipientA. 2 onlyB. 1 onlyC. Both of the aboveD. Neither of the above65、IT Operations Management have been asked by a customer to carry out a non-standard activity, that will cause them to miss an agreed service level target. How should they respond?A. Refuse the request because they must operate the service to meet the agreed service levelsB. Make a decision based on balancing stability （稳定性）and responsiveness（响应速度）C. Accept the request as they must support customer business outcomesD. They should escalate this decision to Service Strategy66、Which of the following BEST describes whena known Error should be raised?A. A known error should be raised until a temporary resolution or workaround has been foundB. A known error should be raised at any time that it would be useful to do soC. As soon as it becomes obvious that a quick resolution of the problem will not be foundD. Immediately following the problem resolution, so a permanent historical record of all actions is retained in case of a recurrence67、The left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?A. Validation（确认）and TestingB. The business value that can be expected from a given serviceC. Performance and capacity requirements ofservices and IT infrastructureD. Roles and responsibilities required for an effective Service Management implementation68、Which 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 Warranty69、Which of the following should be done when closing an incident?1) Check the incident categorization and correct it if necessary2) Decide whether a problem needs to be loggedA. 1 onlyB. Both of the aboveC. 2 onlyD. None of the above70、The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about the ITIL COMPLEMENTARY guidance（指导）is CORRECT?A. It is also structured around the Service LifecycleB. It provides guidance to specific industry sectors and types of organizationC. It consists of five publicationsD. It provides the guidance necessary for an integrated approach as required by ISO/IEC 2000071、What is the Service Pipeline?A. All services that are at a conceptual（概念上的）or development stage, or are undergoing（经历）testingB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement(SAL)D. All complex multi-user services72、Which of the following BEST describes a Service Desk?A. A process with Service Operation providing a single point of contactB. A dedicated（专注的）number of staff handling service requestsC. A dedicated number of staff answering questions from usersD. A dedicated number of staff handling incidents and service requests73、Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the service desk for service requestsB. Menu-driven range of self help and service requestsC. Web front-endD. A direct interface into the back end process handling software74、Which of the following statements isINCORRECT?A. The SKMS is part of the Configuration Management System (CMS)B. The SKMS can include data on the performance of the organizationC. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)D. The SKMS can include user skill levels75、Which of these statements about Service Desk staff is CORRECT?A. Service Desk staff should be recruited（招募）from people who have high levels of technicalskill to minimize the cost of training themB. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory rolesC. The Service Desk should try to have a high level of staff turnover（周转）as the training requirements are low and this helps to minimise salariesD. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained76、A plan for managing the end of a supplier contract should be created when?A. The contract is being negotiatedB. The contract is about to be endedC. The Supplier Manager decides that there is a risk the contract might need to end soonD. The contract has been agreed77、Which of the following sentences BEST describes a Standard Change?A. A change to the service provider's established policies and guidelinesB. A pre-authorized change that has an accepted and established procedureC. A change that is made as the result of an auditD. A change that correctly follows the required change process78、Exhibit:Please refer to the exhibit:Which of the statements is CORRECT for every process?A. 1 onlyB. Neither of the aboveC. 2 onlyD. Both of the above79、Exhibit:Which of the questions does Service Strategy help answer with its guidance?A. 3 onlyB. 1 onlyC. 2 onlyD. All of the above80、Effective release and deployment management enables the service provider to add value to the business by?A. Ensuring that all assets are accounted forB. Ensures that the fastest servers are purchasedC. Delivering change, faster and at optimum cost and minimized riskD. Verifying the accuracy of all items in the configuration management database81、How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited? A. Each stage should be carried out once in the order Plan-Do-Check-ActB. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual ImprovementC. There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual ImprovementD. The entire cycle should be repeated multiple times to implement Continual Improvement82、Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get there?"?A. Service StrategyB. Service DesignC. Service OperationD. Service Transition83、Exhibit:Please refer to the exhibit.Which of the following are responsibilities of a Service Level Manager?A. 1 and 3 onlyB. All of the aboveC. 2 and 3 onlyD. 1 and 2 only84、Which of the following combinations covers all the roles in Service Asset and Configuration Management?A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools AdministratorB. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools AdministratorC. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change ManagerD. Configuration Administrator/Librarian; Configuration Manager; ConfigurationAnalyst; Configuration control board; CMS/tools Administrator; Financial AssetManager85、In many organizations the role of Incident Manager is assigned to the Service Desk.It is important that the Incident Manager is given the authority to:A. Only manage Incidents effectively through 1st and 2nd lineB. Only manage Incidents effectively through the 1st lineC. Only manage Incidents effectively at the 3rd lineD. Manage Incidents effectively through 1st, 2nd and 3rd line86、The MAIN purpose of the Service Portfolio is to describe services in terms of?A. Business ValueB. FunctionalityC. IT AssetsD. Service Level Requirements87、What is the entry point or the first level of the V model?A. Service SolutionB. Customer / Business NeedsC. Service ReleaseD. Service Requirements88、Service Acceptance（接收、承诺、赞同）criteria（标准）are used to?A. Ensure the design stage of the LifecycleB. Ensure Portfolio Management is in placeC. Ensure delivery and support of a serviceD. Ensure service Key Performance Indicators (KPIs) are reported89、Contracts relating to an outsourced Data Centre would be managed by?A. Service DeskB. Facilities ManagementC. Technical ManagementD. IT Operations Control90、Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 2, 3 and 4 onlyB. 1, 2 and 4 onlyC. 1, 2 and 3 onlyD. 1, 3 and 4 only91、Which of the following is NOT a valid （正确的）objective of Request Fulfilment?A. To provide a channel for users to request and receive standard servicesB. To update the Service Catalogue with services that may be requested through the Service DeskC. To provide information to users about what services are available and how to requestthemD. To source and deliver the components of standard servicesthat have been requested。
I T I L试题(总4页) -CAL-FENGHAI.-(YICAI)-Company One1-CAL-本页仅作为文档封面，使用请直接删除1.判断题（每题2分）1.ITIL是有关IT服务管理的国际标准。
（）2.ITSM的核心思想包括以客户为中心、服务可计量及提供高质量与低成本的服务。
（）3.事件管理的目的为找到故障的根本原因并予以解决。
（）4.ITIL V2中提出了职能化管理的IT服务管理方法论。
（）5.配置管理与IT资产管理都是基于同一个配置管理数据库，是用不同的视角来衡量同一个事物。
（）2.单选题（每题2分）1.下列哪个不是ITIL V3的核心内容？2.A.服务优化B.服务转换C.服务设计D.服务战略3.对于事件，最好的定义是？A.服务的意外中断除非没有服务备份B.IT服务意外中断或质量下降C.无论计划的或意外的任何服务中断4.问题管理的根本目的是：A.找到问题的根本原因，并给出解决方案B.快速处理故障C.为事件管理流程提供必要的管理信息5.根据ITIL思想，关闭事件单的动作应由下列哪个角色执行？6.A.服务台（运维1线）B.运维二线C.事件经理7.事件优先级由以下哪些因素决定？A．影响度和紧急度B．事件处理的技术难度C．事件处理人的技术水平8.问题管理的两个主要特点是？A.技术的和服务B.资源和主动的c.主动的和响应的9.“重大事件”的最好说明是？10.A.事件很复杂，在找到规避措施之前需要根本原因分析B.需要大量人员参与解决的事件C.有高优先级或对业务有重大影响的事件11.规避措施的详细情况应记录于？A.服务级别协议（SLA）B.问题记录C.可用性管理信息系统12.下列对“变更”的描述，相对准确的是？A．任何引起IT生产环境变化的动作B．对于IT硬件的更换C．对于软件的升级与发布13.配置管理的主要活动包括：1.识别和确认配置项2.记录和报告配置项的状态和变更请求3.检验配置项的正确性和完整性等活动A．1和2B．2和3C．1、2、314.根据ITIL理论，事件在关闭前是否需要做满意度调查？15.A．需要，由服务台人员负责完成B．不需要C．需要，由事件最终处理人负责完成16.对于事件管理的根本目的，以下描述中最准确的是？A．尽快恢复客户的服务，将服务中断或服务质量下降的影响减小到最低B．找到故障的根本原因并予以解决C．为IT服务提供管理信息17.ITIL是由哪个国家颁布并出版的？18.A．中国B．法国C．英国19.下列对服务的描述，最准确的是哪一项？A．为客户提供价值和便利的一种手段，并且不需要客户付出额外的风险B．为客户提供产品的一种手段C．无形的产品20.ITSM的管理模式为：A．职能化管理B．流程化管理C．功能化管理21.ITIL V2与ITIL V3最大的区别为？22.A．相对于ITIL V2的流程化管理理念，ITIL V3提出了服务生命周期的概念B．ITIL V3比ITIL V2更加细化C．I TIL V3建立了与其他管理体系的接口23.下列哪一项不是ITIL V2服务支持模块的内容：A．容量管理B．事件管理C．配置管理24.ITIL V3是哪一年发布的？25.A．2007B．2001C．198826.服务台是一种:A．职能B．流程C．职称27.离岸外包服务台属于：A．本地服务台B．集中式服务台C．虚拟服务台。
I T I L_V3中文试题(总10页)--本页仅作为文档封面，使用时请直接删除即可----内页可以根据需求调整合适字体及大小--ITIL 试题一2、下列说法哪个不正确？A 可用性管理涉及维持约定的数据安全级别。
B 可用性管理应该有助于新软件产品的设计和开发。
C 可用性管理通过与客户协商可用级别来确保满足他们的需求。
D 可用性管理与硬件配置项的性能有关。
答案：c3、一家钢铁企业正在兼并一个竞争对手，两个公司的IT部门，连同IT基础设施都将合并。
下面的那个流程决定在合并后的IT基础设施上运行所需应用软件的磁盘和内存需求？A 应用管理B 能力管理C 计算机操作管理D 发布管理答案：b4、思考如下所列事项：1）分析2）模拟3）需求4）资源上面所列哪项是IT模拟测试的技术？A 3 & 4B 1 & 2C 2 & 3D 1 & 4答案：b5、差异收费用于：A 故障树分析（FTA）B 状态核查C 需求管理D 风险分析和管理法答案：c6、应用选型是一种用于能力管理的技术，为什么应用选型重要？A 测度某种IT服务的可用性。
B 控制某种IT应用软件的使用。
C 对应用软件的开发者来说，重要的是技术上的能力能被保持。
D 可以预知某种应用软件的资源要求和它的性能。
答案：d7、哪项不是能力管理的组成部分？A 调整B 需求管理C 应用选型D 可维护性答案：d8、在资源使用高峰时，对业务用户按照附加的费率收取费用称为：A 高峰资源收费B 差异收费C 实收D 折扣答案：b9、在ITIL的变更管理流程，一旦变更构建，谁承担测试？A 变更构建者B 变更管理者C 变更顾问委员会D 中立测试者答案：d10、一家公司为他们的图形设计工作站建立了局域网，因为大容量的图表通过网络传输，网络带宽必须增加。
哪个ITIL流程可用于满意的增加带宽的方案实施？A 能力管理B 变更管理C 可用性管理D 问题管理答案：b11 在一个变更执行后，对其进行评估。
ITIL认证考试(习题卷5)说明：答案和解析在试卷最后第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]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2.[单选题]Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? 与专有知识相比,为什么公共框架较有吸引力,如ITIL?A)Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented专有知识可能很难采用,复制或转移,因为它往往是无证B)Public frameworks are always cheaper to adopt 采用公共框架总是更便宜C)Public frameworks are prescriptive and tell you exactly what to do公共框架是指令性的,并准确地告诉你该怎么做D)Proprietary knowledge has been tested in a wide range of environments专有知识已在各种环境中进行了测试3.[单选题]Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People,Processes and one other "P". Which of the following is the additional "P"? 服务设计强调了“四个P”的重要性。
EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customersin the form of servicesB. A group of interacting, interrelated, or independent components that form a unifiedwhole, operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a releaseAnswer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customersAnswer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a majordisruption or disasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and buildingare protected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved forimplementationAnswer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-daybasisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whetherthe service isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impactedany usersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number ofrecurring IncidentsD. Incident Management has found a workaround but needs some assistance in implementingitAnswer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performanceof servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or beingprepared fordeployment; the Service Portfolio only has information about services which are beingconsidered for futuredevelopmentB. The Service Catalogue has information about all services; the Service Portfolio onlyhas informationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue onlyhas informationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset andConfigurationManagementD. Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration ManagementSystemC. The Configuration Management System is part of the Service Knowledge ManagementsystemD. The Configuration Management System is part of the Configuration Management DatabaseAnswer: CQUESTION 32Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AQUESTION 33Which of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who knowwhen a service hasbeen disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruptionto normal service.This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reportingService Desk activityD. Incidents reported by technical staff must be logged as Problems because technicalstaff manageinfrastructure devices not servicesAnswer: BQUESTION 34What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before aworkaround can be foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintaincustomer satisfactionD. Failing to meet the Incident resolution times specified in a Service Level AgreementAnswer: AQUESTION 38Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the Change Managerwithout aChange Advisory Board (CAB) meetingAnswer: AQUESTION 39Event Management, Problem Management, Access Management and Request Fulfilment are part ofwhich stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to requestthemB. To update the Service Catalogue with services that may be requested through theService DeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 43Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 45Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 48Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 50What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media ConfigurationItems (CIs) are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-upsare stored andprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 58Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 59Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of thebusinessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 61Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for aparticular type of change.D. The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by ServiceDesign and that willaccomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a setof related assets andservice components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changedserviceAnswer: AQUESTION 68Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in thedelivery of service tocustomersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technicalexpertise and overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to ServiceTransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate thesolution; ContinuallyImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How dowe keep themomentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implementthe plan; Checkthe plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?Answer: DQUESTION 76Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 77A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 78What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches suchas local orremoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 79What is the objective of Access Management?A. To provide security staff for Data Centers and other buildings。
ITIL认证考试(习题卷3)说明：答案和解析在试卷最后第1部分：单项选择题，共260题，每题只有一个正确答案,多选或少选均不得分。
1.[单选题]通过 IT 服务、CI 或监控工具创建的通知，通常可以识别哪些内容？A)事件B)问题C)事件D)请求2.[单选题]下面哪项服务管理维度涉及治理、管理和沟通？A)组织和人员B)信息和技术C)合作伙伴与供应商D)价值流和流程3.[单选题]Which function is responsible for the management of a data centre?A)Technical managementB)Service deskC)Application managementD)Facilities management4.[单选题]下面哪项是服务提供方需要与之协作的最重要利益相关者群体?A)供应商B)客户C)关系经理D)开发人员5.[单选题]下面哪项应视为“合作伙伴与供应商”维度的一部分?A)组织间关系中涉及的整合和正式程度B)实现约定目标所需的活动、工作流、控制和程序C)在服务供应和消费过程中创建、管理和使用的信息D)组织团队与单独成员需具备的技能和能力6.[单选题]哪个描述“变更授权”？A)用于确定谁将评估更改的模型B)批准更改的人员C)用于帮助变革的工具D)管理变革中人员方面的方法7.[单选题]Which one of the following can help determine the level of impact of a problem? 以下哪一项有助于确定问题的影响程度?B)Configuration management system (CMS) 配置管理系统(CMS )C)Statement of requirements (SOR) 需求声明( SOR )D)Standard operating procedures (SOP) 标准作业程序( SOP )8.[单选题]下面哪项指导原则建议先收集数据，再决定哪些内容可重复使用？A)专注于价值B)基于当前情况开始C)保持简单实用D)利用反馈迭代式进展9.[单选题]服务组合由哪三个要素构成？A)客户组合、服务目录和退役服务B)客户组合、配置管理系统和服务目录C)服务管道、服务目录和已停用的服务D)服务管道、配置管理系统和服务目录10.[单选题]哪种做法的目的是通过处理所有商定的用户发起的服务请求来支持服务质量？A)变更控制B)信息技术资产管理C)服务台D)服务请求管理11.[单选题]Which one of the following do technology metrics measure?下列哪项是 技术测量指标?A)Components 组件B)Processes 进程C)The end-to-end service 终端-到-终端 服务D)Customer satisfaction 客户满意度12.[单选题]Which benefit is MOST aligned with the guiding principle 'progress iteratively with Feedback'?A)Service providers are able to respond more quickly to customer needsB)Bottlenecks in the service provider's workflow are identified.C)The complexities of the service provider's IT systems are identified.D)The service provider gains a better understanding of the customer experience.13.[单选题]为什么服务台人员需要检测反复出现的难点？A)为了协助确定问题B)为了将事件升级至合适的支持团队C)为了确保有效处理服务请求D)为了联络相关变更授权人14.[单选题]Which usually requires a team of representatives from many stakeholder groups?A)Fulfilling a service requestB)Authorizing an emergency changeC)Logging a new problemD)Investigating a major incident15.[单选题]对活动实施自动化之前，首先必须要做什么?A)检查活动是否已优化C)确保已成功实施 DevOpsD)确保解决方案已不再需要人为干预16.[单选题]服务消费者可通过下面哪种方式协助降低风险?A)提供符合需求的服务B)确保正确配置服务提供方的资源C)充分了解其自身对服务的需求D)代表服务提供方管理详细的风险级别17.[单选题]“改进”价值链活动的目的包含下面哪一项?A)确保在所有价值链活动中对实践进行持续改进B)确保服务持续满足对质量、成本和投入市场时间的期望C)确保对整个组织的服务改进方向达成共识D)确保持续参与并与所有利益相关者保持良好关系18.[单选题]下面哪项通常与配合服务消费者需求的服务级别相关?A)服务管理B)功效（Warranty）C)成本D)功用（Utility）19.[单选题]下面哪项 ITIL 概念涵盖了治理内容？A)七项指导原则B)服务管理的四个维度C)服务价值链D)服务价值系统20.[单选题]What is defined as a change of state that has significance for the management of an IT Service?A)EventB)IncidentC)ProblemD)Known error21.[单选题]“服务台”的做法的目的是什么？A)通过尽快恢复正常服务操作，将事件的负面影响降至最低B)成为服务提供商与其所有用户的入口点和单一联系点C)通过处理所有预定义的、用户发起的服务请求来支持商定的服务质量D)在战略和战术层面建立和培养组织与其利益相关者之间的联系22.[单选题]“服务级别管理”实践的目的包含下面哪一项?A)最大限度地增加服务和产品变更的成功次数B)确保提供有关服务配置的准确信息C)就服务级别设定明确的业务目标D)确保对供应商及其绩效进行适当管理23.[单选题]Which are elements of the service value system?A)Service provision, service consumption, service relationship managementB)Governance, service value chain, practicesC)Outcomes, utility, warranty24.[单选题]应用“通过反馈迭代推进”的指导原则，这是什么结果？A)更早发现故障并做出响应的能力B)做法和服务标准化C)了解客户对价值的感知D)了解当前状态并确定可以重用的内容25.[单选题]Which service transition process provides guidance about converting data into information?A)Change evaluationD18912E1457D5D1DDCBD40AB3BF70D5DB)Knowledge managementC)Service validation and testingD)Service asset and configuration management26.[单选题]哪种实践需要了解复杂系统并具有创造性和分析能力的人？A)变更支持B)服务水平管理C)服务请求管理D)问题管理27.[单选题]什么被定义为一个或多个事件的原因或潜在原因？A)变更B)事件C)已知错误D)问题28.[单选题]只有获得修改基础架构的授权，配置管理数据库的数据才能被修改。
Document Control InformationDocument DetailsDocument Name ITILv3FoundationSampleB_v3.0Purpose of Document To help candidates prepare for the ITIL® v.3 FoundationExamination based on the Foundation syllabus version 4 Document Version Number 3.0Document Status LiveDocument Owner Chief ExaminerPrepared By ITIL® v.3 Examination PanelDate of First Draft 19 January 2009Date Approved 19 January 2009Approved By Chief ExaminerNext Scheduled Review DateVersion HistoryVersion Number Date Approved Change/Reasons for Change/Comments3.0 19 January 2009 New DocumentDistribution ListVersion Name Title/CompanyITIL® EIs and ATOs3.0 All© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Ltd 2009The ITIL® v.3 Foundation ExaminationITIL® v. 3 Foundation Examination:Sample Paper B, version 3.0Multiple ChoiceInstructions1. All 40 questions should be attempted.2. There are no trick questions.3. All answers are to be marked on the original examination paper.4. Please use a pen to mark your answers with either a 9 or x .5. You have 1 hour to complete this paper.6. You must get 26 or more correct to pass.Candidate Number: ......................................................© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Ltd 2009 ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries1 Input from which processes could be considered by Service Level Managementwhen negotiating Service Level Agreements (SLA)?a) All other ITIL processesb) Capacity and Availability Management onlyc) Incident and Problem Management onlyd) Change and Release and Deployment Management only2 Which of the following statements about a standard change is INCORRECT?a) A standard change is one for which the approach is pre-authorized by ChangeManagementb) Each standard change is granted by the nominated authority for that changec) Standard changes are usually low risk and well understoodd) Standard changes are only raised using the Request Fulfilment process3 Which of these statements about Service Desk staff is CORRECT?a) The Service Desk should try to have a high level of staff turnover as thetraining requirements are low and this helps to minimize salariesb) Service Desk staff should be discouraged from applying for other roles as it ismore cost effective to keep them in the role where they have been trainedc) The Service Desk can often be used as a stepping stone for staff to move intoother more technical or supervisory rolesd) Technical skills are more important to the Service Desk than business orinterpersonal skills because they enable incidents to be resolved.4 Which of the following statements is CORRECT about patterns of demand generatedby the customer's business?a) They are driven by patterns of business activityb) It is impossible to predict how they behavec) It is impossible to influence demand patternsd) They are driven by the delivery schedule generated by Capacity Management© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 2009to?refersManagement5 Facilitiesa) The Management of IT services that are viewed as "utilities", such as printersor network accessb) Advice and guidance to IT Operations on methodology and tools for managingIT Servicesc) The Management of the physical IT environment such as a Data Centerd) The procurement and maintenance of tools that are used by IT Operations staffto maintain the infrastructure6 The three sub-processes of Capacity Management are:a) Business Capacity Management, Service Capacity Management andComponent Capacity Managementb) Supplier Capacity Management, Service Capacity Management andComponent Capacity Managementc) Supplier Capacity Management, Service Capacity Management andTechnology Capacity Managementd) Business Capacity Management, Technology Capacity Management andComponent Capacity Management7 Which statement about the Known Error Database (KEDB) is totally correct?a) The KEDB is the same database as the Service Knowledge ManagementSystemb) The KEDB should be used during incident diagnosis phase to try to speed upthe resolution processc) Care should be taken to avoid duplication of records in the KEDB. This can bedone by giving as many technicians as possible access to create new recordsd) Access to the KEDB should be limited to the Service Desk8 Which statements about Key Performance Indicators (KPIs) and Metrics areCORRECT?1. Service metrics measure the end-to-end service2. KPIs should relate to a Critical Success Factor3. Continual Service Improvement (CSI) uses process metrics to identifyimprovement opportunities4. KPIs can be both qualitative and quantitativeonlya) 1b) 2 and 3 onlyc) 1, 2 and 4 onlyd) All of the Above© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 20099 What is described by the following statement? "Maintains relationships between allservice components and any related incidents, problems, known errors, change and release documentation"Plana) TheCapacityb) The Definitive Media Libraryc) The Configuration Management Systemd) A Service Level Agreement10 Which of the following statements about a Definitive Media Library (DML) areCORRECT?1. The DML includes a physical store2. The DML holds definitive hardware spares3. The DML includes master copies of controlled documentationa) All of the aboveb) 1 and 2 onlyc) 2 and 3 onlyd) 1 and 3 only11 Which of the following statements are correct?1. Problem Management can support the Service Desk by providing Known Errorsto speed up incident resolution2. Problem Management provides information to Service Level Management aboutthe impact of changesonlya) 1onlyb) 2c) Both of the Aboved) Neither of the Above12 Incident Management provides value to the business by?a) Helping to control infrastructure cost of adding new technologyb) Enabling users to resolve Problemsc) Helping to align people and process for the delivery of serviced) Contributing to the reduction of impact of service outages© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 200913 Which of the following questions is NOT answered by information in the ServicePortfolio?a) How should our resources and capabilities be allocated?b) What opportunities are there in the market?c) Why should a customer buy these services?d) What are the pricing or chargeback models?14 Which word is missing from the following sentence?"A logical configuration model records the relationships between Assets, theInfrastructure and ________ "a) Servicesb) Thenetworkc) Processeslevelsd) Service15 Which of the following statements about processes is CORRECT?1. All processes must have an owner2. A process takes one or more inputs and turns them into defined outputsonlya) 1onlyb) 2c) Both of the aboved) Neither of the above16 Which of the following statements is CORRECT for ALL processes?a) They define activities, roles, responsibilities, functions and metricsb) They create value for stakeholdersc) They are carried out by a Service Provider in support of a Customerd) They are units of organizations responsible for specific outcomes© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 200917 The following options are considered within which process?1. Big Bang vs. Phased2. Push and Pull3. Automated vs. ManualManagementa) Incidentb) Release and Deployment Managementc) Service Asset and Configuration ManagementManagementd) ServiceCatalogue18 Which of the following BEST describes a Workaround?a) A technician uses a pre-defined technique to restore service as this Incidenthas been seen beforeb) A technician tries several approaches to solve an Incident. One of them works,although they do not know whyc) After reporting the Incident to the Service Desk, the user works on alternativetasks while the problem is identified and resolvedd) A device works intermittently, allowing the user to continue working atdegraded levels of performance while the technician diagnoses the incident19 Which of the following areas would technology help to support1. Self Help2. Reporting3. Release and Deployment4. Process designa) 1, 2 and 3 onlyb) 1, 3 and 4 onlyc) 2, 3 and 4 onlyd) All of the above20 The four stages of the Deming Cycle are?a) Plan, Measure, Monitor, Reportb) Plan, Check, Re-Act, ImplementAct,AuditDo,c) Plan,d) Plan, Do, Check, Act© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 200921 Which of these processes includes a need to carry out Risk Assessment andManagement?1. IT Service Continuity Management2. Information Security Management3. Service Level Managementa) All of the aboveb) 1 and 3 onlyc) 2 and 3 onlyd) 1 and 2 only22 What is the best definition of an Incident Model?a) The template used to define the incident logging form used to report incidentsb) A type of incident involving a standard (or model) type of Configuration Item(CI)c) A set of pre-defined steps to be followed when dealing with a known type ofincidentd) An incident that is easy to solve23 The RACI model ensures which combination of the following roles is allocated forprocesses?a) Responsible, Accountable, Consulted, Informedb) Responsible, Achievable, Consulted, Informedc) Realistic, Accountable, Consulted, Informedd) Responsible, Accountable, Corrected, Informed24 Where within the Service Lifecycle would it be decided what services we should beoffering and to whom they will be offered?ImprovementServicea) ContinualOperationb) ServiceDesignc) Serviced) ServiceStrategy© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 200925 Which of the following statements is CORRECT?1. Continual Service Improvement (CSI) provides guidance on how to improveprocess efficiency and effectiveness2. CSI provides guidance on how to improve services3. CSI provides guidance on the improvement of all phases of the Service Lifecycle4. CSI provides guidance on the measurement of processes and servicesa) 1 and 2 onlyonlyb) 2c) 1, 2 and 3 onlyd) All of the above26 Which of the following is a valid type of Service Level Agreement (SLA)?SLAa) Priority-basedb) Technology-basedSLASLAc) Location-basedSLAd) Customer-based27 The BEST definition of an event is?a) An occurrence where a performance threshold has been exceeded and anagreed service level has already been impactedb) An occurrence that is significant for the management of the IT Infrastructure ordelivery of servicesc) A known system defect that generates multiple incident reportsd) A planned meeting of customers and IT staff to announce a new service orimprovement programme28 Which Service Lifecycle phase is responsible for ensuring that existing measurementmethods can provide the required metrics for new or changed services?a) ServiceDesignOperationb) ServiceImprovementc) ContinualServiceDeliveryd) Service© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 200929 An Incident occurs when:1. A user is unable to access a service during service hours2. An authorized IT staff member is unable to access a service during service hours3. A network segment fails and the user is not aware of any disruption to service4. A user contacts the Service Desk about slow performance of an applicationWhich of the above statements is CORRECT?a) All of the aboveb) 1 and 4 onlyc) 2 and 3 onlyd) None of the above30 Which of the following statements about a Change process model is CORRECT?a) A Change process model should not be used for emergency changesb) A Change process model should be constructed when a significant change isrequiredc) A Change process model predefines steps that should be taken to handle aChange in an agreed wayd) Escalation procedures are outside the scope of a Change process model31 Which is the first activity of the Continual Service Improvement (CSI) model?a) Understand the business objectivesb) Carry out a baseline assessment to understand the current situationc) Agree on priorities for improvementd) Create and verify a plan32 Which are the missing Service Operation processes from the following?1. Incident Management2. Problem Management3. Access Management4. ?5. ?a) Event Management and Request Fulfilmentb) Event Management and Service Deskc) Facilities Management and Event Managementd) Change Management and Service Level Management© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 200933 Which phase of the Service Lifecycle provides a framework for evaluating servicecapability and risk profile before a service is deployed?Strategya) ServiceDesignb) ServiceTransitionc) ServiceOperationd) Service34 Which activities would you expect a service owner to undertake?1. Representing a specific service across the organization2. Updating the CMDB after a change3. Helping to identify service improvements4. Representing a specific service in CAB meetingsa) 1, 2 and 4 onlyb) All of the abovec) 1 and 4 onlyd) 1, 3 and 4 only35 The MAIN goal of Availability Management is?a) To monitor and report availability of services and componentsb) To ensure that all targets in Service Level Agreements (SLAs) are metc) To guarantee availability levels for services and componentsd) To ensure that service availability matches or exceeds the agreed needs of thebusiness36 Which of the following is the CORRECT description of the Four Ps of ServiceDesign?a) A four step process for the design of effective service managementb) A definition of the people and products required for successful designc) A set of questions that should be asked when reviewing design specificationsd) The four major areas that need to be considered in the design of effectiveservice management© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 200937 In which core publication can you find detailed descriptions of Demand Managementand Financial Management?Operationa) ServiceStrategyb) Servicec) ServiceTransitionImprovementd) ContinualService38 Which of the following statements about Supplier Management is INCORRECT?a) Supplier Management negotiates Operational Level Agreements (OLAs) withinternal groups to support the delivery of servicesb) Supplier Management ensures that suppliers meet business expectationsc) Supplier Management maintains information in a Supplier and ContractDatabased) Supplier Management negotiates external agreements to support the deliveryof services39 Which of the following is NOT one of the ITIL core publications?Optimisationa) ServiceTransitionb) ServiceDesignc) ServiceStrategyd) Service40 Which of the following is MOST LIKELY to be covered by a Service Request throughthe Request Fulfilment process?a) A user calls the Service Desk to order a toner cartridgeb) A user calls the Service Desk because they would like to change thefunctionality of an applicationc) A Manager asks for a change to an existing global security profiled) A user logs onto an external web site to download a copy of a new version ofsoftware© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 2009ITIL ® v.3 Foundation Examination: Sample Paper BANSWER SHEET© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Ltd 2009Answer Key for Exam Paper: ITILv3FoundationSampleB_v3.0Q ASyllabus RefQASyllabus Ref1 A 05-31 21 D 05-462 D 05-51 22 C 05-713 C 06-01 23 A 07-024 A 05-21 24 D 02-03 5C 06-0225 D 02-106 A 05-45 26 D 05-317 B 05-72 27 B 03-248 D 61 28 A 04-049 C 03-18 29 A 03-26 10D 05-5230 C 05-5111 A 05-72 31 A 04-09 12 D 05-71 32 A 05-81 13 B 03-03 33 C 02-06 14 A 05-52 34 D 07-01 15C 01-0535 D 05-4216 B 01-04 36 D 04-03 17 B 05-61 37 B 05-22 18 A 03-30 38 A 05-44 19 D 08-02 39 A 02-02 20D 04-0840 A 03-28。
QUESTION :1 Which of the following questions does guidance in Service Strategy help answer?1: What services should we offer and to whom?2: How do we differentiate ourselves from competing alternatives?3: How do we truly create value for our customers?A.1 onlyB.2 onlyC.3 onlyD.All of the aboveAnswer: DQUESTION :2. Which of the following is NOT a responsibility of the Service Design Manager?A.Design and maintain all necessary Service Transition packagesB.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisationC.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are producedD.Measuring the effectiveness and efficiency of Service Design and the supporting processesAnswer: AQUESTION :3. Which of the following are valid examples of business value measures?1: Customer retention2: Time to market3: Service Architecture4: Market shareA.1 and 2 onlyB.2 and 4 onlyC.All of the aboveD.1, 2 and 4 onlyAnswer: DQUESTION :4. Understanding customer usage of services and how this varies over time is part of which process?A.Service Portfolio ManagementB.Service Level Managementponent Capacity ManagementD.Demand ManagementAnswer: DQUESTION :5. The 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 :6. Which of the following are responsibilities of a Service Level Manager?1: Agreeing targets in Service Level Agreements (SLAs)2: Designing technology architectures to support the service3: Ensuring required contracts and agreements are in placeA.All of the aboveB.2 and 3 onlyC.1 and 2 onlyD.1 and 3 onlyAnswer: DQUESTION :7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?A.Customer satisfaction scoreB.Average number of daily Incidents managed by each service agentC.Number of services in the Service PortfolioD.Number of services deployed within agreed timesAnswer: AQUESTION :8. Major Incidents require:A.Separate proceduresB.Less urgencyC.Longer timescalesD.Less documentationAnswer: AQUESTION :9. Which of the following should be done when closing an Incident?1: Check the Incident categorization and correct it if necessary2: Decide whether a Problem needs to be loggedA.1 onlyB.Both of the aboveC.2 onlyD.None of the aboveAnswer: BQUESTION :10. Which of the following is NOT a valid objective of Request Fulfilment? A.Toprovide information to users about what services are available and how to request them B.Toupdate the Service Catalogue with services that may be requested through the Service Desk C.Toprovide a channel for users to request and receive standard servicesD.To source and deliver the components of standard services that have been requestedAnswer: BQUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process existsC.Provision of information to users and customers about the availability of services and the procedure for obtaining themD.Provision of information used to compare actual performance against design standardsAnswer: DQUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?A.7B.4C.6D.11Answer: AQUESTION :13. Which Functions are included in IT Operations Management?work Management and Application ManagementB.Technical Management and Application ManagementC.IT Operations Control and Facilities ManagementD.Facilities Management and Technical ManagementAnswer: CQUESTION :14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about the ITIL COMPLEMENTARY guidance is CORRECT?A.It is also structured around the Service LifecycleB.It provides guidance to specific industry sectors and types of organizationC.It consists of five publicationsD.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000Answer: BQUESTION :15. Which of the following should be supported by technology?1: Verification of Configuration Management System (CMS) data2: Control of user desk-tops3: Creation and use of diagnostic scripts4: Visibility of overall IT Service performanceA.2, 3 and 4 onlyB.1, 2 and 3 onlyC.1, 3 and 4 onlyD.All of the aboveAnswer: DQUESTION :16. Which of the following CANNOT be provided by a tool?A.KnowledgermationC.WisdomD.DataAnswer: CQUESTION :17. The 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 :18. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?1: Identifying configuration of user desktop PCs when Incidents are logged2: Control of user desk-top PCs3: Create and use diagnostic scripts4: Dashboard type technologyA.1, 2 and 3 onlyB.All of the aboveC.1, 3 and 4 onlyD.2, 3 and 4 onlyAnswer: BQUESTION :19. Which 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 :20. What is the Service Pipeline?A.All services that are at a conceptual or development stage, or are undergoing testingB.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 :21. What are the types of activity within Demand Management?A.Activity based, Access ManagementB.Activity based, Business activity patterns and user profilesC.Analytical based, Business activity patterns and user profilesD.Analytical based, Shaping user behaviourAnswer: BQUESTION :22. Which 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 :23. Which of the following statements BEST describes a Definitive Media Library (DML)?A.A secure location where definitive hardware spares are heldB.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protectedC.A database that contains definitions of all media CIsD.A secure library where definitive authorised versions of all software and back-ups are stored and protectedAnswer: BQUESTION :24. One organisation provides and manages an entire business process or function for another organisation. This is know as:A.Business Process ManagementB.Business Function OutsourcingC.Business Process OutsourcingD.Knowledge Process OutsourcingAnswer: CQUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?A.Service Catalogue ManagementB.Service Level ManagementC.IT Service Continuity ManagementD.Capacity ManagementAnswer: DQUESTION :26. What is the BEST description of the purpose of Service Operation?A.To decide how IT will engage with suppliers during the Service Management LifecycleB.To proactively prevent all outages to IT ServicesC.To design and build processes that will meet business needsD.To deliver and manage IT Services at agreed levels to business users and customersAnswer: DQUESTION :27. Availability Management is responsible for availability the of:A.Services and ComponentsB.Services and Business Processesponents and Business ProcessesD.Services, Components and Business ProcessesAnswer: AQUESTION :28. Which of the following is a sub-process of Capacity Management?ponent Capacity ManagementB.Process Capacity ManagementC.Technology Capacity ManagementD.Capability Capacity ManagementAnswer: AQUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the:A.Technical ManagementB.Emergency Change Advisory Board (ECAB)C.Urgent Change Board (UCB)D.Urgent Change Authority (UCA)Answer: BQUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management?A.To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectivesB.To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each otherC.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalledor backed out if appropriateD.To record and manage deviations, risks and issues related to the new or changed serviceAnswer: AQUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?A.Prepare for actionB.Define what you should measureC.Where are we now?D.Identify gaps in Service Level Agreement (SLA) achievementAnswer: BQUESTION :32. Which of the following is NOT a FUNCTION?A.Application ManagementB.Service DeskC.IncidentManagement D.TechnicalManagement Answer: CQUESTION :33. Which of the following BEST describes a Service Desk?A.A process within Service Operation providing a single point of contactB.A dedicated number of staff handling service requestsC.A dedicated number of staff answering questions from usersD.A dedicated number of staff handling Incidents and service requestsAnswer: DQUESTION :34. Which of these activities would you expect to be performed by a Service Desk?1: Logging details of Incidents and service requests2: Providing first-line investigation and diagnosis3: Restoring service4: Diagnosing the root-cause of problemsA.All of the aboveB.1, 2 and 3 onlyC.1, 2 and 4 onlyD.2, 3 and 4 onlyAnswer: BQUESTION :35. Which of the following functions would be responsible for management of a data centre?A.Technical ManagementB.Service DeskC.IT Operations ControlD.Facilities ManagementAnswer: DQUESTION :36. Governance is concerned with:A.Measuring and improving the efficiency and effectiveness of processesB.Ensuring that defined strategy is actually followedC.Reducing the total cost of providing servicesD.Ensuring that agreed Service Level Requirements are metAnswer: BQUESTION :37. A risk is:A.Something that won't happenB.Something that will happenC.Something that has happenedD.Something that might happenAnswer: DQUESTION :38. Which of the following BEST describes when a Known Error record should be raised?A.A Known Error should not be raised until a temporary resolution or workaround has been foundB.A Known Error should be raised at any time that it would be useful to do soC.As soon as it becomes obvious that a quick resolution of the Problem will not be foundD.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case of a recurrenceAnswer: BQUESTION :39. IT Operations Management have been asked by a customer to carry out a non-standard activity, that will cause them to miss an agreed service level target. How should they respond?A.Refuse the request because they must operate the service to meet the agreed service levelsB.Make a decision based on balancing stability and responsivenessC.Accept the request as they must support customer business outcomesD.They should escalate this decision to Service StrategyAnswer: BQUESTION :40. Which process is responsible for recording relationships between service components?A.Service Level ManagementB.Service Portfolio ManagementC.Service Asset and Configuration ManagementD.Incident ManagementAnswer: CQUESTION :41. A 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 :42. Which of the following might be used to define how a future Problem or Incident could be managed? 1: Incident Model2: Known Error RecordA.1 onlyB.2 onlyC.Both of the aboveD.Neither of the aboveAnswer: CQUESTION :43. Which process is responsible for low risk, frequently occurring, low cost changes?A.Demand ManagementB.Incident ManagementC.Release and Deployment ManagementD.Request FulfilmentAnswer: DQUESTION :44. Which role is accountable for a specific service within an organisation?A.The Service Level ManagerB.The Business Relationship ManagerC.The Service OwnerD.The Service Continuity ManagerAnswer: CQUESTION :45. Which of the following is NOT an aim of the Change Management process?A.Overall business risk is optimisedB.Standardised methods and procedures are used for efficient and prompt handling of all ChangesC.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)D.All budgets and expenditures are accounted forAnswer: DQUESTION :46. Which of the following is NOT one of the five individual aspects of Service Design?A.The design of the Service Portfolio, including the Service CatalogueB.The design of new or changed servicesC.The design of Market SpacesD.The design of the technology architecture and management systemsAnswer: CQUESTION :47. One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?A.Only capabilities needed and agreedB.Only resources and capabilities neededC.Only requirements needed and agreedD.Requirements, resources and capabilities needed and agreedAnswer: DQUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?A.ConfigurationB.ConsultedplexD.ControlledAnswer: BQUESTION :49. What is a RACI model used for?A.Performance analysisB.Recording Configuration ItemsC.Monitoring servicesD.Defining roles and responsibilitiesAnswer: DQUESTION :50. Which of the following models would be most useful in helping to define an organisational structure?A.RACI ModelB.Service ModelC.Continual Service Improvement (CSI) ModelD.Plan, Do, Check, Act (PDCA) Model Answer:AQUESTION :51. Which of the following is NOT the responsibility of the Service Catalogue Manager?A.Ensuring that information in the Service Catalogue is accurateB.Ensuring that information within the Service Pipeline is accurateC.Ensuring that information in the Service Catalogue is consistent with information in the Service PortfolioD.Ensuring that all operational services are recorded in the Service CatalogueAnswer: BQUESTION :52. Which of the following delivery strategies is described as, "Formal arrangements between two or more organisations to work together to design, develop, transition, maintain, operate and/or support IT services"?A.OutsourcingB.Application Service ProvisionC.Multi-sourcingD.Knowledge Process OutsourcingAnswer: CQUESTION :53. To add value to the business, what are the four reasons to monitor and measure?A.Validate; Direct; Justify; InterveneB.Report; Manage; Improve; ExtendC.Manage; Monitor; Diagnose; InterveneD.Plan; Predict; Report; JustifyAnswer: AQUESTION :54. Which of the following provides resources to resolve operational and support issues during Release and Deployment?A.Early Life SupportB.Service Test ManagerC.EvaluationD.Release Packaging and Build ManagerAnswer: AQUESTION :55. What does a service always deliver to customers?A.ApplicationsB.InfrastructureC.ValueD.ResourcesAnswer: CQUESTION :56. Who owns the specific costs and risks associated with providing a service?A.The Service ProviderB.The Service Level ManagerC.The CustomerD.ResourcesAnswer: AQUESTION :57. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?A.Service DesignB.Service TransitionC.Service StrategyD.Service OperationAnswer: CQUESTION :58. Which of the following is MOST concerned with the design of new or changed services?A.Change ManagementB.Service TransitionC.Service StrategyD.Service DesignAnswer: DQUESTION :59. Which of the following are benefits that implementing Service Transition could provide to the business? 1: Ability to adapt quickly to new requirements2: Reduced cost to design new services3: Improved success in implementing changesA.1 and 2 onlyB.2 and 3 onlyC.1 and 3 onlyD.All the aboveAnswer: CQUESTION :60. Which of the following sentences BEST describes a Standard Change?A.A Change to the service provider's established policies and guidelinesB.A Change that correctly follows the required Change processC.A pre-authorised Change that has an accepted and established procedureD.A Change that is made as the result of an auditAnswer: CQUESTION :61. Which of the following are activities that would be carried out by Supplier Management?1: Management and review of Organisational Level Agreements (OLAs)2: Evaluation and selection of suppliers3: Ongoing management of suppliersA.1 and 2 onlyB.1 and 3 onlyC.2 and 3 onlyD.All of the aboveAnswer: CQUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?A.Service OperationB.Service Transition and Service OperationC.Service Design, Service Transition and Service OperationD.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Answer: DQUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management?A.A set of questions that should be asked to help understand the impact of ChangesB.A seven step process for releasing Changes into productionC.A set of questions that should be asked when reviewing the success of a recent ChangeD.A definition of the roles and responsibilities required for Change ManagementAnswer: AQUESTION :64. Which of the following statements is CORRECT? An Event could be caused by:1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration Item (CI) being detected on the network2: Normal operation, such as a user logging into an application or an email reaching its intended recipientA.2 onlyB.1 onlyC.Both of the aboveD.Neither of the aboveAnswer: CQUESTION :65. Which of the following is the BEST definition of the term Service Management?A.A set of specialised organisational capabilities for providing value to customers in the form of servicesB.A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purposeC.The management of functions within an organisation to perform certain activitiesD.Units of organisations with roles to perform certain activitiesAnswer: AQUESTION :66. Implementation 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 :67. "Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services".These specialised organisational capabilities include which of the following?A.Applications and InfrastructureB.Functions and ProcessesC.Service Pipeline and Service CatalogueD.Markets and CustomersAnswer: BQUESTION :68. The left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?A.Validation and TestingB.The business value that can be expected from a given serviceC.Performance and capacity requirements of services and IT infrastructureD.Roles and responsibilities required for an effective Service Management implementationAnswer: AQUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has startedto suffer. What imbalance does this represent?A.Extreme focus on costB.Extreme focus on qualityC.Excessively proactiveD.Excessively reactiveAnswer: AQUESTION :70. What 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 :71. Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model.1: Allocate roles and responsibilities to work on CSI initiatives2: Measure and review that the CSI plan is executed and its objectives are being achieved3: Identify the scope, objectives and requirements for CSI4: Implement CSI enhancementA.3-1-2-4B.3-4-2-1C.1-3-2-4D.2-3-4-1Answer: AQUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?A.Implementing service and process improvementsB.Aligning the business and IT strategiesC.Creating a baselineD.Defining measurable targetsAnswer: D。
Exam:EXIN EX0-101Title:ITIL Foundation v.3Certification Version:V3.881.What 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:D2.Event 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:C3.Reliability 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:C4.A 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:B5.What is a RACI model used for?A.Performance analysisB.Recording Configuration ItemsC.Monitoring servicesD.Defining roles and responsibilitiesAnswer:D6.Why are public frameworks,such as ITIL,attractive when compared to proprietary knowledge?A.Proprietary Knowledge may be difficult to adopt,replicate or transfer since it is often undocumentedB.Public standards are always cheaper to adoptC.Public frameworks are prescriptive and tell you exactly what to doD.Proprietary knowledge has been tested in a wide range of environmentsAnswer:A7.Which of the following is an objective of Release and Deployment Management?A.To standardize methods and procedures used for efficient and prompt handling of all changesB.To ensure all changes to Service Assets and Configuration Items(CIs)are recorded in the Configuration Management System(CMS)C.To ensure that overall business risk of change is optimizedD.To define and agree release and deployment plans with customers and stakeholdersAnswer:D8.In which document would you expect to see an overview of actual service achievements against targets?A.Operational Level Agreement(OLA)B.Capacity PlanC.Service Level Agreement(SLA)D.SLA Monitoring Chart(SLAM)Answer:DA.A set of specialized organizational capabilities for providing value to customers in the form of servicesB.A group of interacting,interrelated,or independent components that form a unified whole,operating together for a common purposeC.The management of functions within an organization to perform certain activitiesD.Units of organizations with roles to perform certain activitiesAnswer:A10."Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services".These specialized organizational capabilities include which of the following?A.Applications and InfrastructureB.Functions and ProcessesC.Service Pipeline and Service CatalogueD.Markets and CustomersAnswer:B11.Which of the following is NOT a characteristic of a process?A.It is measurableB.Delivers specific resultsC.Responds to specific eventsD.A method of structuring an organizationAnswer:D12.Which of the following statements is CORRECT for every process?1.It delivers its primary results to a customer or stakeholder2.It defines activities that are executed by a single functionA.Both of the aboveB.1onlyC.Neither of the above13.Which of the following is NOT a purpose of Service Transition?A.To ensure that a service can be managed,operated and supportedB.To provide training and certification in project managementC.To provide quality knowledge of Change,Release and Deployment ManagementD.To plan and manage the capacity and resource requirements to manage a release Answer:B14.What 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:D15.When can a Known Error record be raised?1.At any time it would be useful to do so2.After the permanent solution has been implementedA.2onlyB.1onlyC.Neither of the aboveD.Both of the aboveAnswer:B16.What is the BEST description of an Operational Level Agreement(OLA)?A.An agreement between the service provider and another part of the same organizationB.An agreement between the service provider and an external organizationC.A document that describes to a customer how services will be operated on a day-to-day basis17.Which 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:D18.The BEST description of an Incident is:A.An unplanned disruption of service unless there is a backup to that serviceB.An unplanned interruption to service or a reduction in the quality of serviceC.Any disruption to service whether planned or unplannedD.Any disruption to service that is reported to the Service Desk,regardless of whether the service is impacted or notAnswer:B19.Which 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:D20.Implementation 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,Partners21.What 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:C22.Order the following Continual Service Improvement(CSI)implementation steps into the correct sequence in alignment with the Plan,Do,Check,Act(PDCA)model.1.Allocate roles and responsibilities to work on CSI initiatives2.Measure and review that the CSI plan is executed and its objectives are being achieved3.Identify the scope,objectives and requirements for CSI4.Decision on implementation of further enhancementsA.3-1-2-4B.3-4-2-1C.1-3-2-4D.2-3-4-1Answer:A23.Which of the following activities are carried out in the"Where do we want to be?"step of the Continual Service Improvement(CSI)Model?B.Reviewing measurable improvementsC.Creating a baselineD.Defining measurable targetsAnswer:D24.Which of the following do Service Metrics measure?A.Processes and functionsB.Maturity and costC.The end to end serviceD.Infrastructure availabilityAnswer:C25.Understanding customer usage of services and how this varies over time is part of which process?A.Service Portfolio ManagementB.Service Level Managementponent Capacity ManagementD.Demand ManagementAnswer:D26.The 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:D27.Which processes review Underpinning Contracts on a regular basis?A.Supplier Management and Service Level ManagementB.Supplier Management and Demand ManagementD.Supplier Management,Demand Management and Service Level ManagementAnswer:A28.Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A.The Service Catalogue only has information about services that are live,or being prepared for deployment;the Service Portfolio only has information about services which are being considered for future developmentB.The Service Catalogue has information about all services;the Service Portfolio only has information about services which are being considered for future developmentC.The Service Portfolio has information about all services;the Service Catalogue only has information about services which are live,or being prepared for deploymentD.Service Catalogue and Service Portfolio are different names for the same thingAnswer:C29.Which 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:B30.Consider the following list:1.Change Authority2.Change Manager3.Change Advisory Board(CAB)What are these BEST described as?A.Job descriptionsB.FunctionsD.Roles,people or groupsAnswer:D31.Service Transition contains detailed descriptions of which processes?A.Change Management,Service Asset and Configuration Management,Release and Deployment ManagementB.Change Management,Capacity Management Event Management,Service Request ManagementC.Service Level Management,Service Portfolio Management,Service Asset and Configuration ManagementD.Service Asset and Configuration Management,Release and Deployment Management,Request FulfilmentAnswer:A32.Which of the following statements is CORRECT?A.The Configuration Management System is part of the Known Error Data BaseB.The Service Knowledge Management System is part of the Configuration Management SystemC.The Configuration Management System is part of the Service Knowledge Management systemD.The Configuration Management System is part of the Configuration Management DatabaseAnswer:C33.Which of the following are included within Release and Deployment Models?1.Roles and responsibilities2.Template release and deployment schedules3.Supporting systems,tools and procedures4.Handover activities and responsibilitiesA.1,2and4onlyB.2,3and4onlyC.All of the aboveD.1and4only34.Major Incidents require:A.Separate proceduresB.Less urgencyC.Longer timescalesD.Less documentationAnswer:A35.Which of the following statements about Incident reporting and logging is CORRECT?A.Incidents can only be reported by users,since they are the only people who know when a service has been disruptedB.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staffC.All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activityD.Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not servicesAnswer:B36.What is the BEST description of a Major Incident?A.An Incident that is so complex that it requires root cause analysis before a workaround can be foundB.An Incident which requires a large number of people to resolveC.An Incident logged by a senior managerD.An Incident which has a high priority or high impact on the businessAnswer:D37.Which 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:D38.Hierarchic 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 skilling more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD.Failing to meet the Incident resolution times specified in a Service Level AgreementAnswer:A39.Which of the following is NOT an objective of Problem Management?A.Minimizing the impact of Incidents that cannot be preventedB.Preventing Problems and resulting Incidents from happeningC.Eliminating recurring IncidentsD.Restoring normal service operation as quickly as possible and minimizing adverse impact on the businessAnswer:D40.Which of the following BEST describes a Service Request?A.A request from a User for information,advice or for a Standard ChangeB.Anything that the customer wants and is prepared to pay forC.Any request or demand that is entered by a user via a Self-Help web-based interfaceD.Any Request for Change(RFC)that is low risk and can be approved by the Change Manager without a Change Advisory Board(CAB)meetingAnswer:A41.Which 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:C42.Which of the following are Service Desk organizational structures?1.Local Service Desk2.Virtual Service Desk3.IT Help Desk4.Follow the SunA.1,2and4onlyB.2,3and4onlyC.1,3and4onlyD.1,2and3onlyAnswer:A43.Which Functions are included in IT Operations Management?work Management and Application ManagementB.Technical Management and Change ManagementC.IT Operations Control and Facilities ManagementD.Facilities Management and Release ManagementAnswer:C44.Which of the following CANNOT be provided by a tool?A.KnowledgermationC.WisdomD.DataAnswer:C45.Which of the following areas would technology help to support during the Service Lifecycle?1.Data mining and workflow2.Measurement and reporting3.Release and deployment4.Process DesignA.2,3and4onlyB.1,3and4onlyC.1,2and3onlyD.All of the aboveAnswer:D46.Within 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:B47.What are the three Service Provider business models?A.Internal Service provider,Outsourced3rd party and Off-shore partyB.Internal Service Operations provider,External Service Operations provider,Shared Service UnitC.Internal Service provider,External Service provider,Outsourced3rd PartyD.Internal Service provider,External Service provider,Shared Service ProviderAnswer:D48.What 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:A49.What are the key processes within Service Operation?A.Event Management,Incident Management,Problem Management,Request Fulfilment and Access ManagementB.Event Management,Incident Management,Request Fulfilment and Access ManagementC.Incident Management,Problem Management,Service Desk,Request Fulfilment and Event ManagementD.Incident Management,Service Desk,Request Fulfilment,Access Management and Event Management Answer:A50.Which of the following BEST describes'Partners'in the phrase"People,Processes,Products and Partners"?A.Suppliers,manufacturers and vendorsB.CustomersC.Internal departmentsD.The Facilities Management functionAnswer:A51.At which stage of the Service Lifecycle should the processes needed to operate a new service be defined?A.Service Design:Design the processesB.Service Strategy:Develop the offeringsC.Service Transition:Plan and prepare for deploymentD.Service Operation:IT Operations ManagementAnswer:A52.Which Service Design process makes the most use of data supplied by Demand Management?A.Service Catalogue ManagementB.Service Level ManagementC.IT Service Continuity ManagementD.Capacity ManagementAnswer:D53.Which of the following are objectives of Service Level Management?1:Defining,documenting and agreeing the level of IT Services to be provided2:Monitoring,measuring and reporting the actual level of services provided3:Monitoring and improving customer satisfaction4:Identifying possible future markets that the Service Provider could operate inA.1,2and3onlyB.1and2onlyC.1,2and4onlyD.All of the aboveAnswer:A54.Which process is responsible for discussing reports with customers showing whether services have met their targets?A.Continual Service ImprovementB.Business Relationship ManagementC.Service Level ManagementD.Availability ManagementAnswer:C55.Availability Management is directly responsible for the availability of which of the following?A.IT Services and ComponentsB.IT Services and Business Processesponents and Business ProcessesD.IT Services,Components and Business ProcessesAnswer:A56.Which 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.1onlyB.All of the aboveC.1and2onlyD.1and3onlyAnswer:B57.Which process is responsible for managing relationships with vendors?A.Change ManagementB.Service Portfolio ManagementC.Supplier ManagementD.Continual Service ImprovementAnswer:C58.Where should performance information that supports the Capacity Management process be stored?A.A configuration management database(CMDB)B.A capacity management database(CMDB)C.A configuration management system(CMS)D.A capacity management information system(CMIS)Answer:D59.Which process contains the Business,Service and Component sub-processes?A.Capacity ManagementB.Incident ManagementC.Service Level ManagementD.Financial ManagementAnswer:A60.IT Service Continuity strategy should be based on:1.Design of the service metrics2.Business continuity strategy3.Business Impact Analysis4.Risk assessmentA.1,2and4onlyB.1,2and3onlyC.2,3and4onlyD.1,3and4onlyAnswer:C61.Which of these should a change model include?l.The steps that should be taken to handle the change2.Responsibilities;who should do what,including escalation3.Timescales and thresholds for completion of the actionsplaints proceduresA.1,2and3onlyB.All of the aboveC.1and2onlyD.2and4onlyAnswer:A62.Which of the following BEST describes a Change Authority?A.The Change Advisory BoardB.A person that provides formal authorisation for a particular type of change.C.A role,person or a group of people that provides formal authorisation for a particular type of change.D.The Change Manager who provides formal authorisation for each changeAnswer:C63.The group that reviews Changes that must be installed faster than the normal Change process is called the:A.Technical Management(TM)B.Emergency Change Advisory Board(ECAB)C.Urgent Change Board(UCB)D.Urgent Change Authority(UCA)Answer:B64.Which of these would fall outside the scope of a typical service change management process?A.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 processAnswer:D65.Which of the following statements BEST describes the aims of Release and Deployment Management?A.To build,test and deliver the capability to provide the services specified by Service DesignB.To ensure that each Release package specified by Service Design consists of a set of related assets and service componentsC.To ensure that all changes can be tracked,tested and verified if appropriateD.To record and manage deviations,risks and issues related to the new or changed serviceAnswer:A66.Which of these activities would you expect to be performed by a Service Desk?1.Logging details of Incidents and Service Requests2.Providing first-line investigation and diagnosis3.Restoring service4.Diagnosing the root-cause of ProblemsA.All of the aboveB.1,2and3onlyC.1,2and4onlyD.2,3and4onlyAnswer:B67.Which of the following functions would be responsible for management of a data centre?A.Technical ManagementB.Service DeskC.Applications ManagementD.Facilities ManagementAnswer:D68.Which of the following is a PRIMARY concern of IT Governance?A.Measuring and improving the efficiency and effectiveness of processesB.Ensuring that processes and procedures are correctly followedC.Reducing the total cost of providing servicesD.Ensuring that agreed Service Level Requirements are metAnswer:B69.Which of the following is the BEST definition of a Risk?A.Something that will not happenB.Something that will happenC.Something that has happenedD.Something that might happenAnswer:D70.A 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:D71.What are underpinning contracts used to document?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:B72.The Definitive Media Library and Definitive Spares are the responsibility of:A.Facilities ManagementB.Access ManagementC.Request FulfilmentD.Service Asset and Configuration ManagementAnswer:D73.Which process is responsible for dealing with complaints,comments,and general enquiries from users?A.Service Level ManagementB.Service Portfolio ManagementC.Request FulfilmentD.Demand ManagementAnswer:C74.What are Request Models used for?A.Assessing changes to understand their potential impactB.Modeling arrival rates and performance characteristics of service requestsparing the advantages and disadvantages of different Service Desk approaches such as local or remoteD.Defining how frequently received user requests should be handledAnswer:D75.What is the objective of Access Management?A.To provide security staff for Data Centers and other buildingsB.To manage access to computer rooms and other secure locationsC.To manage access to the Service DeskD.To manage the right to use a service or group of servicesAnswer:D76.A configuration model can be used to help1.Assess the impact and cause of incidents and problems2.Assess the impact of proposed changes3.Plan and design new or changed services4.Plan technology refresh and software upgradesA.1,2,and3onlyB.All of the aboveC.1,2and4onlyD.3and4onlyAnswer:B77.Which of these is the BEST description of a release unit?A.The portion of a service or IT infrastructure that is normally released togetherB.The smallest part of a service or IT infrastructure that can be independently changedC.The portion of a service or IT infrastructure that is changed by a particular releaseD.A metric for measuring the effectiveness of the Release and Deployment Management process Answer:A78.Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A.Service Asset and Configuration ManagementB.Event ManagementC.Service Catalogue ManagementD.Performance ManagementAnswer:B79.Which of the following can include steps that will help to resolve an Incident?1.Incident Model2.Known Error RecordA.1onlyB.2onlyC.Both of the aboveD.Neither of the aboveAnswer:C80.Which process is responsible for low risk,frequently occurring,low cost changes?A.Demand ManagementB.Incident ManagementC.Release and Deployment ManagementD.Request FulfilmentAnswer:D81.Who is responsible for defining Key Performance Indicators(KPIs)for Change Management?A.The Change Management Process OwnerB.The Change Advisory Board(CAB)C.The Service OwnerD.The Continual Service Improvement ManagerAnswer:A82.Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?A.The IT DirectorB.The Process OwnerC.The Service OwnerD.The CustomerAnswer:B83.Access Management is closely related to which other process?A.Capacity Management onlyB.3rd line supportrmation Security ManagementD.Change ManagementAnswer:C84.Which of the following is NOT one of the five individual aspects of Service Design?A.The design of the Service Portfolio,including the Service CatalogueB.The design of new or changed servicesC.The design of Market SpacesD.The design of the technology architecture and management systemsAnswer:C85.Which of the following activities is NOT a part of the Deming Cycle?A.ActB.PlanC.DoD.CoordinateAnswer:D86.A Process Owner is responsible for which of the following?1.Documenting the process2.Defining process Key Performance Indicators(KPIs)3.Improving the process4.Performing all activities involved in a processA.1,3and4onlyB.All of the aboveC.1,2and3onlyD.1,2and4onlyAnswer:C87.Which of the following statements about the Service Owner is INCORRECT?A.Is responsible for the day-to-day monitoring and operation of the service they ownB.Is responsible for contributing to continual improvement affecting the service they ownC.Is a primary stakeholder in all of the underlying IT processes which support the service they ownD.Is accountable for a specific service within an organizationAnswer:A88.A Process Owner has been identified with an"I"in a RACI matrix.Which of the following would be expected of them?A.Tell others about the progress of an activityB.Perform an activityC.Be kept up to date on the progress of an activityD.Manage an activityAnswer:C89.Which of the following models would be most useful in helping to define an organizational structure?A.RACI ModelB.Service ModelC.Continual Service Improvement(CSI)ModelD.Plan,Do,Check,Act(PDCA)ModelAnswer:A90.Which of the following is NOT the responsibility of Service Catalogue Management?A.Ensuring that information in the Service Catalogue is accurateB.Ensuring that information within the Service Pipeline is accurate。
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。
examExam ITV3F.EN Exam number 2016.3EXIN International B.V.Examination Institute for Information Science Janssoenborch, Hoog Catharijne Godebaldkwartier 365, 3511 DT Utrecht P.O. Box 19147, 3501 DC Utrecht The NetherlandsTelephone +31 30 234 48 25 Fax +31 30 231 59 86 E-mail info@exin.nlInternet ITIL ® V3 Foundation edition 2010content2 introduction3 questionsAt the end of the exam all papers should be handed in. It is not allowed to take home exammaterials.IntroductionThis is the exam ITIL®V3 Foundation.This exam consists of 40 multiple-choice questions. Each multiple-choice question has a number of possible answers, of which only one is the correct answer.The maximum number of points that can be obtained for this exam is 40. Each correct answer is worth one point. If you obtain 26 points or more you will pass.The time allowed for this exam is 60 minutes.No rights may be derived from this information.Good luck!© OGC’s Official Accreditor: - The APM Group Limited 2010ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.The Swirl logo™ is a Trade Mark of the Office of Government Commerce.This document must not be reproduced without express permission from The APM Group Ltd.ITV3F.EN 2016.32/131 of 40Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?A.An agreement with an individual customer group, covering all the services that they useB.An agreement that covers one service for a single customerC. An agreement that covers service specific issues in a multi-level SLA structureD.An agreement that covers one service for all customers of that service2 of 40Which of the following would a Major Problem Review examine?1. Things that were done correctly2. Those things that were done incorrectly3. How to prevent recurrence4. What could be done better in the futureA.1 onlyB.2 and 3 onlyC. 1, 2 and 4 onlyD.All of the above3 of 40"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services".These specialized organizational capabilities include which of the following?A.Applications and InfrastructureB.Functions and ProcessesC. Service Pipeline and Service CatalogueD.Markets and CustomersITV3F.EN 2016.33/134 of 40Which of these activities would commonly be performed by a Service Desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Diagnosing the root cause of problemsA.All of the aboveB.1, 2 and 3 onlyC. 2 and 4 onlyD.3 and 4 only5 of 40Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A.Service Asset and Configuration ManagementB.Event ManagementC. Service Catalogue ManagementD.Performance Management6 of 40Which of the following provides the PRIMARY source of guidance on what needs to be protected by Information Security Management?A.IT ManagementB.Service Desk ManagerC. Business ManagementD.The Change manager7 of 40Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?A.The ECAB considers every high priority Request for ChangeB.Amongst the duties of the ECAB is the review of completed emergency changesC. The ECAB will be used for emergency changes where there may not be time to call a full CABD.The ECAB will be chaired by the IT DirectorITV3F.EN 2016.34/138 of 40Where would you expect incident resolution targets to be documented?A.A Service Level Agreement(SLA)B.A Request for Change(RFC)C. The Service PortfolioD.A Service Description9 of 40What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A.What is the Return On Investment (ROI)?B.How much did it cost?C. How do we keep the momentum going?D.What is the Value On Investment (VOI)?10 of 40Which of the following statements about communication within Service Operation are CORRECT?1. All communication must have an intended purpose or resultant action2. Communication should not take place without a clear audienceA.1 onlyB.2 onlyC. Both of the aboveD.None of the aboveITV3F.EN 2016.35/1311 of 40Which of the following is the CORRECT definition of a Release Unit?A.A measurement of costB.A function described within Service TransitionC. The team of people responsible for implementing a releaseD.The portion of a service or IT infrastructure that is normally released together12 of 40Which of the following statements correctly states the relationship between urgency, priority and impact?A.Impact, priority and urgency are independent of each otherB.Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD.Priority should be based on impact and urgency13 of 40Which of the following is NOT a characteristic of a process?A.It is measurableB.It delivers specific resultsC. It responds to specific eventsD.It structures an organization14 of 40Which process or function is responsible for monitoring activities and events in the IT Infrastructure?A.Service Level ManagementB.IT Operations ManagementC. Capacity ManagementD.Incident ManagementITV3F.EN 2016.36/1315 of 40Which process is responsible for managing relationships with vendors?A.Change ManagementB.Service Portfolio ManagementC. Supplier ManagementD.Continual Service Improvement16 of 40Which of the following BEST describes the goal of Access Management?A.To provide a channel for users to request and receive standard servicesB.Provides the rights for users to be able to use a service or group of servicesC. To prevent Problems and resulting Incidents from happeningD.To detect security events and make sense of them17 of 40What body exists to support the authorisation of changes and to assist Change Management in the assessment and prioritization of changes?A.The Change Authorisation BoardB.The Change Advisory BoardC. The Change I mplementerD.The Change Manager18 of 40Which of the following should be considered when designing measurement systems, methods and metrics?1. The services2. The architectures3. The configuration items4. The processesA.1, 2 and 3 onlyB.1, 3 and 4 onlyC. 2,3 and 4 onlyD.All of the aboveITV3F.EN 2016.37/1319 of 40Match the following activities with the Deming Cycle stages1. Monitor, Measure and Review2. Continual Improvement3. Implement Initiatives4. Plan for ImprovementA.1 Plan, 2 Do, 3 Check, 4 ActB.3 Plan, 2 Do, 4 Check, 1 ActC. 4 Plan, 3 Do, 1 Check, 2 ActD.2 Plan, 3 Do, 4 Check, 1 Act20 of 40Which of the following is NOT a purpose of Service Transition?A.To ensure that a service can be managed, operated and supportedB.To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD.To plan and manage the capacity and resource requirements to manage a release21 of 40The BEST description of an Incident is:A.An unplanned disruption of service unless there is a backup to that serviceB.An unplanned interruption to service or a reduction in the quality of serviceC. Any disruption to service whether planned or unplannedD.Any disruption to service that is reported to the Service Desk, regardless of whether theservice is impacted or not22 of 40What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?A.Configuration BaselineB.Project BaselineC. Change BaselineD.Asset BaselineITV3F.EN 2016.38/1323 of 40Which statement should NOT be part of the value proposition for Service Design?A.Reduced Total Cost of OwnershipB.Improved quality of serviceC. Improved Service alignment with business goalsD.Better balance of technical skills to support live services24 of 40Which of the following statements about the Service Owner is INCORRECT?A.Carries out the day-to-day monitoring and operation of the service they ownB.Contributes to continual improvement affecting the service they ownC. Is a stakeholder in all of the IT processes which support the service they ownD.Is accountable for a specific service within an organization25 of 40Which of the following statements BEST describes the aims of Release and Deployment Management?A.To build, test and deliver the capability to provide the services specified by Service DesignB.To ensure that each Release package specified by Service Design consists of a set of relatedassets and service componentsC. To ensure that all changes can be tracked, tested and verified if appropriateD.To record and manage deviations, risks and issues related to the new or changed service26 of 40What are Request Models used for?A.Assessing changes to understand their potential impactB.Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches such aslocal or remoteD.Defining how common types of service requests should be processedITV3F.EN 2016.39/1327 of 40Which of the following are objectives of Service Level Management?1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA.1, 2 and 3 onlyB.1 and 2 onlyC. 1, 2 and 4 onlyD.All of the above28 of 40What are the two major processes in Problem Management?A.Technical and ServiceB.Resource and ProactiveC. Reactive and TechnicalD.Proactive and Reactive29 of 40Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?A.People, Products, Partners, ProfitB.People, Process, Products, PartnersC. Potential, Preparation, Performance, ProfitD.People, Potential, Products, PerformanceITV3F.EN 2016.310/1330 of 40Which of the following areas would technology help to support during the Service Lifecycle?1. Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process DesignA.2, 3 and 4 onlyB.1, 3 and 4 onlyC. 1, 2 and 3 onlyD.All of the above31 of 40In which of the following should details of a workaround be documented?A.The Service Level Agreement (SLA)B.The problem recordC. The Availability Management Information SystemD.The IT service continuity plan32 of 40Service Transition contains detailed descriptions of which processes?A.Change Management, Service Asset and Configuration Management, Release and DeploymentManagementB.Change Management, Capacity Management Event Management, Service RequestManagementC. Service Level Management, Service Portfolio Management, Service Asset and ConfigurationManagementD.Service Asset and Configuration Management, Release and Deployment Management, RequestFulfilment33 of 40Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?A.Service level requestsB.Changes and ReleasesC. Password resetsD.Incidents and ProblemsITV3F.EN 2016.311/1334 of 40How many people should be accountable for a process as defined in the RACI model?A.As many as necessary to complete the activityB.Only one - the process ownerC. Two - the process owner and the process enactorD.Only one - the process architect35 of 40The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?A.Knowledge ManagementB.Availability ManagementC. Service Asset and Configuration ManagementD.Change Management36 of 40Which Service Design process makes the most use of data supplied by Demand Management?A.Service Catalogue ManagementB.Service Level ManagementC. IT Service Continuity ManagementD.Capacity Management37 of 40Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?A.Technology, Customer, UserB.Corporate, Customer, ServiceC. Corporate, Customer, TechnologyD.Service, User, IT38 of 40Customer perceptions and business outcomes help to define what?A.The value of a serviceB.Customer satisfactionC. Total cost of ownershipD.Key performance indicatorsITV3F.EN 2016.312/1339 of 40What is IT Governance concerned with?A.Measuring and improving the efficiency and effectiveness of IT processesB.Ensuring that IT processes support the organization's strategies and objectivesC. Reducing the total cost of providing services to the businessD.Ensuring that targets documented in Service Level Agreements (SLAs) are met40 of 40Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?A.Service OperationB.Service TransitionC. Continual Service I mprovementD.Service StrategyITV3F.EN 2016.313/13。
ITIL- Foundation课程时间：3天培训对象：●CIO，IT 经理●准备建立IT 服务质量管理体系的人员●组织中负责提供IT 服务的管理人员●IT 系统维护人员、服务外包公司技术支持人员学员收益：1. 学习世界先进的IT 管理模式2. 学习成功的实施经验和IT 服务管理的最佳实践3. 了解相关国际标准的发展及最新情况4. 可以参加ITIL Foundation 的认证考试培训涵盖以下内容：1. 服务台管理（Service Desk）：介绍如何根据服务类型组建服务台，制定服务台管理流程，通过服务台来有效及时地提供服务，从而达到提高用户满意度的目的。
内容纲要：a) 服务台的职能b) 服务台的分类c) 服务台的管控工具d) 服务台的人员角色及职责e) 服务台的管控、关键绩效指标的建立（例如：掉线率，平均通话时长等）f) 服务台实施过程中可能出现的问题2. 事件管理（Incident Management）：介绍如何通过实施突发事件管理流程来快速地恢复IT 服务，以减小突发事件对业务的影响，增加最终客户满意度。
内容纲要：a) 突发事件管理的目标b) 突发事件管理涉及人员的角与职责c) 突发事件管理相关基本概念（例如：事件，服务请求等）d) 突发事件分类e) 突发事件的升级处理f) 突发事件生命周期g) 衡量突发事件管理的绩效，量化管理（例如：事件解决率等）h) 事件报告的设计及分析i) 突发事件管理的收益3. 问题管理（Problem Management）：发现重复出现的突发事件的产生根本原因（Root cause），找到问题的临时解决办法，分析并开发出问题的根本解决方案，提供更加稳定的IT 服务。
内容纲要：a) 问题管理流程的目标b) 问题管理相关基本概念（例如：问题，已知错误以及临时解决措施等）c) 问题管理流程涉及人员的角与职责d) 问题控制、错误控制管理流程e) 问题过滤器设定原则f) 被动式和主动式问题管理转化g) 避免问题重复发生的管理举措h) 问题管理报表工具与分析4. 配置管理（Configuration Management）：介绍如何创建配置管理数据库（CMDB），并长期地对其进行实时管控更新，为相关业务流程提供充足准确的信息，达到资源整合，节约成本，改善服务成本，降低服务风险和防止服务中断的目的。
Exam : ITIL Ex0101Title : Update : DemoITIL Foundation v.31.Which of the following statements is CORRECT?1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation2. All of the phases of the lifecycle are concerned with the value of IT servicesA: 1 onlyB: 2 onlyC: Both of the aboveD: Neither of the aboveCorrect Answers: B2.Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA: Both of the aboveB: 1 onlyC: Neither of the aboveD: 2 onlyCorrect Answers: B3.Which of the following is NOT one of the five individual aspects of Service Design?A: The design of the Service Portfolio, including the Service CatalogueB: The design of new or changed servicesC: The design of Market SpacesD: The design of the technology architecture and management systemsCorrect Answers: C4.Which of the following is NOT the responsibility of the Service Catalogue Manager?A: Ensuring that information in the Service Catalogue is accurateB: Ensuring that information within the Service Pipeline is accurateC: Ensuring that information in the Service Catalogue is consistent with information in the Service PortfolioD: Ensuring that all operational services are recorded in the Service CatalogueCorrect Answers: B5.Which of the following statements is CORRECT?A: The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)B: The Service Knowledge Management System (SKMS) is part of the CMSC: The KEDB and the CMS form part of the larger SKMSD: The CMS is part of the Configuration Management Data Base (CMDB)Correct Answers: C6.Which of the following questions does Service Strategy help answer with its guidance?1. How do we prioritize investments across a portfolio?2. What services to offer and to whom?3. What are the Patterns of Business Activity (PBA)?A: 1 onlyB: 2 onlyC: 3 onlyD: All of the aboveCorrect Answers: D7.Which of the following is NOT a characteristic of a process?A: It is measurableB: Delivers specific resultsC: Responds to specific eventsD: A method of structuring an organisationCorrect Answers: D8.Which of the following statements about processes is INCORRECT?A: A process may define policies, standards and guidelinesB: The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"C: The objective of any IT process should be expressed in terms of business benefits and goalsD: The output from a process has to conform to operational norms derived from business objectives Correct Answers: B9.What is a RACI model used for?A: Performance analysisB: Recording Configuration ItemsC: Monitoring servicesD: Defining roles and responsibilitiesCorrect Answers: D10.The group that authorizes changes that must be installed faster than the normal process is called the?A: CAB Emergency Committee (CAB/EC)B: Emergency CAB (ECAB)C: Urgent Change Board (UCB)D: Urgent Change Authority (UCA)Correct Answers: B11.Contracts relating to an outsourced Data Centre would be managed by?A: T echnical ManagementB: Service DeskC: IT Operations ControlD: Facilities ManagementCorrect Answers: D12.Which Service Design process makes the most use of data supplied by Demand Management?A: Service Catalogue ManagementB: Service Level ManagementC: IT Service Continuity ManagementD: Capacity ManagementCorrect Answers: D13.Which of the following CANNOT be stored and managed by a tool?A: KnowledgeB: InformationC: WisdomD: DataCorrect Answers: C14.The BEST description of the purpose of Service Operation is?A: T o decide how IT will engage with suppliers during the Service Management LifecycleB: T o proactively prevent all outages to IT ServicesC: T o design and build processes that will meet business needsD: T o deliver and support IT Services at agreed levels to business users and customersCorrect Answers: D15.In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?A: Service StrategyB: Service DesignC: Service TransitionD: Service OperationCorrect Answers: B16.Which of the following sentences BEST describes a Standard Change?A: A change to the service provider's established policies and guidelinesB: A change that correctly follows the required change processC: A preauthorised change that has an accepted and established procedureD: A change that is made as the result of an auditCorrect Answers: C17.Which process is responsible for discussing reports with customers showing whether services have met their targets?A: Continual Service ImprovementB: Business Relationship ManagementC: Service Level ManagementD: Availability ManagementCorrect Answers: C18.What are the three Service Provider business models?A: Internal Service provider, Outsourced 3rd party and Offshore partyB: Internal Service Operations provider, External Service Operations provider, Shared Service Unit C: Internal Service provider, External Service provider, Outsourced 3rd PartyD: Internal Service provider, External Service provider, Shared Service ProviderCorrect Answers: D19.Which is the correct combination of Service Management terms across the Lifecycle?A: 1B, 2C, 3D, 4AB: 1C, 2D, 3A, 4BC: 1C, 2B, 3A, 4DD: 1A, 2B, 3C, 4DCorrect Answers: C20.Application Management plays a role in all applications. One of the key decisions to which they contribute is?A: Where the vendor of an application is locatedB: Whether to buy an application or build itC: Who the vendor of the storage devices will beD: Should application development be outsourcedCorrect Answers: B21.How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?A: There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual ImprovementB: Each stage should be carried out once in the order PlanDoCheckActC: The entire cycle should be repeated multiple times to implement Continual ImprovementD: There should be a single Plan, then the DoCheckAct cycle should be repeated multiple times to implement Continual ImprovementCorrect Answers: C22.Which is the first step in the 7 Step Improvement Process?A: Prepare for actionB: Define what you should measureC: Where are we now?D: Identify gaps in Service Level Agreement (SLA) achievementCorrect Answers: B23.Which of the following is NOT a valid objective of Request Fulfilment?A: T o provide information to users about what services are available and how to request themB: T o update the Service Catalogue with services that may be requested through the Service DeskC: T o provide a channel for users to request and receive standard servicesD: T o source and deliver the components of standard services that have been requestedCorrect Answers: B24.What is the definition of an Alert?A: An audit report that indicates areas where IT is not performing according to agreed proceduresB: A type of IncidentC: An error message to the user of an applicationD: A warning that a threshold has been reached or that something has changedCorrect Answers: D25.In many organisations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:A: Only manage Incidents effectively through the 1st lineB: Manage Incidents effectively through 1st, 2nd and 3rd lineC: Only manage Incidents effectively through 1st and 2nd lineD: Only manage Incidents effectively at the 3rd lineCorrect Answers: B26.Which of the following is NOT part of the Service Design phase of the Service Lifecycle?A: Produce and maintain all necessary Service Transition packagesB: Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisationC: T ake the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are producedD: Measuring the effectiveness and efficiency of Service Design and the supporting processesCorrect Answers: A27.Which process is responsible for frequently occurring changes where risk and cost are low?A: Access managementB: Incident ManagementC: Release and Deployment ManagementD: Request fulfilmentCorrect Answers: D28.Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?A: Extreme focus on responsivenessB: Extreme focus on costC: Vendor focusedD: Extreme internal focusCorrect Answers: D29.Which of these statements about Service Desk staff is CORRECT?A: The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salariesB: Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trainedC: The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory rolesD: Service Desk staff should be recruited from people who have high levels of technical skill to minimise the cost of training themCorrect Answers: C30.Effective release and deployment management enables the service provider to add value to the business by?A: Delivering change, faster and at optimum cost and minimized riskB: Ensuring that all assets are accounted forC: Verifying the accuracy of all items in the configuration management databaseD: Ensures that the fastest servers are purchasedCorrect Answers: A was founded in 2006. 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itil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。
EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within ServiceOperation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customers in the formof servicesB. A group of interacting, interrelated, or independent components that form a unified whole,operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a release Answer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customers Answer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a major disruption ordisasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and building areprotected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved for implementation Answer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-daybasisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether theservice isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impacted anyusersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurringIncidentsD. Incident Management has found a workaround but needs some assistance in implementingitAnswer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or being preparedfordeployment; the Service Portfolio only has information about services which are beingconsidered for futuredevelopmentB. The Service Catalogue has information about all services; the Service Portfolio only hasinformationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only hasinformationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB. Change Management, Capacity Management Event Management, Service RequestManagementC. Service Level Management, Service Portfolio Management, Service Asset andConfigurationManagementD. Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration ManagementSystemC. The Configuration Management System is part of the Service Knowledge ManagementsystemD. The Configuration Management System is part of the Configuration Management Database Answer: CQUESTION 32Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AWhich of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who know when aservice hasbeen disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruption tonormal service.This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reporting Service DeskactivityD. Incidents reported by technical staff must be logged as Problems because technical staffmanageinfrastructure devices not servicesAnswer: BQUESTION 34What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before a workaround canbe foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customersatisfactionD. Failing to meet the Incident resolution times specified in a Service Level Agreement Answer: AQUESTION 38Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the ChangeManager without aChange Advisory Board (CAB) meetingAnswer: AEvent Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to request themB. To update the Service Catalogue with services that may be requested through the ServiceDeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 43Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 45Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 48Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 50What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media Configuration Items (CIs)are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-ups are storedandprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 58Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 59Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the businessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 61Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for a particular type ofchange.D. The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by Service Designand that willaccomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a set ofrelated assets andservice components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changed service Answer: AQUESTION 68Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in the delivery ofservice tocustomersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technical expertiseand overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to Service TransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate the solution;ContinuallyImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do wekeep themomentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement theplan; Checkthe plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?Answer: DQUESTION 76Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 77A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 78What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches suchas local orremoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 79What is the objective of Access Management?A. To provide security staff for Data Centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To manage access to the Service DeskD. To manage the right to use a service or group of servicesAnswer: DQUESTION 80Identity and Rights are two major concepts involved in which one of the following processes?A. Access ManagementB. Facilities ManagementC. Event ManagementD. Demand ManagementAnswer: AQUESTION 81Which of these is the BEST description of a release unit?A. The portion of a service or IT infrastructure that is normally released togetherB. The smallest part of a service or IT infrastructure that can be independently changedC. The portion of a service or IT infrastructure that is changed by a particular releaseD. A metric for measuring the effectiveness of the Release and Deployment ManagementprocessAnswer: AQUESTION 82Which of these is a reason for categorizing incidents?A. To establish trends for use in Problem Management and other IT Service Management(ITSM) activitiesB. To ensure that the correct priority is assigned to the incidentC. To enable the incident management database to be partitioned for greater efficiencyD. To identify whether the user is entitled to log an incident for this particular serviceAnswer: AQUESTION 83Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A. Service Asset and Configuration ManagementB. Event ManagementC. Service Level ManagementD. Performance ManagementAnswer: BQUESTION 84Which of the following might be used to manage an Incident?1. Incident Model2. Known Error RecordA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: CQUESTION 85Which process is responsible for low risk, frequently occurring, low cost changes?A. Demand Management。
ITIL V3 Foundation中文考试题1.ITIL服务管理的实施需要准备和计划好以下方面的使用效率和效果：a)人员、流程、合作伙伴、供应商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.流程所有者在RACI角色矩阵中有一个“I”的角色。
下列那一项是对该角色的期望？a)告诉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)管理一项活动3.下列那一项是供应商管理的职责：a)开发、协商和约定服务级别协议（SLAs）b)开发、协商和约定合同c)开发、协商和约定服务组合d)开发、协商和约定运营级别协议（OLAs）4.下列那一项负责服务指标测量？a)流程和职能b)成熟度和成本c)端到端的服务d)基础设施的可用性5.下列哪些是服务台组织的构建方法：1.本地服务台2.虚拟服务台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)较长的时间围d)较少的文档7.下列哪一个活动在持续服务改进（CSI）模型的“我们想达到什么地位？”步骤中执行：a)实施服务和流程改进b)回顾可量化的改进c)创建基线d)定义可量化的目标8.下列哪项要考虑公正和透明：a)容量管理b)治理c)服务设计d)服务级别管理9.下列哪一项是服务级别管理的目标：a)执行需要的用于支持当前IT服务的运营活动b)确保提供充分的容量，以交付一定的服务性能c)创建和组织服务目录d)对于所有当前IT服务，确保提供了IT服务议定的级别10.下列哪一项可以帮助确定问题的影响等级？a)最终介质库（DML）b)配置管理系统（CMS）c)需求声明（SOR）d)标准操作程序（SOP）11.下列哪一项不是问题管理的目标：a)减轻不可预防故障的影响b)防止问题及导致的故障的发生c)消除重复发生的故障d)尽可能快地恢复正常服务运营12.哪个服务设计的流程最多地利用了需求管理所提供的数据：a)服务目录管理b)服务级别管理c)IT服务持续性管理d)容量管理13.服务始终交付给客户的应该是什么？a)应用b)基础架构c)价值d)资源14.哪个流程负责与客户讨论是否服务满足了他们的目标的报告：a)持续服务改进b)业务关系管理c)服务级别管理d)可用性管理15.下列哪项不是服务目录管理的责任？a)确保服务目录中的信息是准确的b)确保服务管道中的信息是准确的c)确保服务目录中的信息与服务组合中的信息是一致的是准确的d)确保所有运营服务都记录在服务目录中16.什么是服务运营目标的最佳描述？a)在服务管理生命周期中，决定IT如何与供应商合作b)主动预防所有IT服务的所有中断c)设计和建立满足业务需求的流程d)为业务用户和客户交付及管理议定级别的IT服务17.下面哪一个不是服务转换的目的？a)确保服务是可以管理的、操作的、支持的b)在项目管理中提供培训及认证c)提供变更、发布和部署管理的高质量的知识d)为管理服务发布，对容量和资源的计划和管理18.哪一个模型提供服务、资产和基础架构的视图？a)故障模型b)问题模型c)配置模型d)变更模型19.按计划、执行、检查、行动（PDCA）模型，对下面持续服务改建（CSI）实施步骤排序。
1.针对CSI方案安排角色和职责2.测量并检查CSI计划已经执行并且达到既定的目标3.确认CSI的围、目标和需求4.对未来实施CSI改善的决策a)3-1-2-4b)3-4-2-1c)1-3-2-4d)2-3-4-120.下列哪项最好地描述了最终介质库？a)一个安全的地方，用于存放最终硬件备用设备b)一个安全的库，用于存储和保护所有最终授权的介质配置项（CI）版本c)一个数据库，包含所有介质配置项（CI）的定义d)一个安全的库，用于存储和保护所有最终授权的软件和备份的版本21.一个发布单元，或一组结构化的发布单元能够在下列哪一项中定义：a)RACI模型b)发布包c)请求模型d)计划、实施、检查、改进（PDCA）周期22.哪个流程负责监视IT服务，并检测何时性能降到了可接受的界限之下？a)服务资产和配置管理b)事件管理c)服务目录管理d)性能管理23.下列哪一个是故障管理的主要目标？1.自动化检测影响服务的事件2.尽可能快地恢复正常服务运营3.最小化对业务运营的消极影响a)只有1和2b)只有2和3c)只有1和3d)以上都是24.下列哪一项不属于服务生命周期的服务设计阶段的活动：a)设计并维护所有服务转换包b)为满足约定的组织当前和未来对IT的需求，针对新引入的或改进的服务、技术架构、流程和测量体系，提供高质量、安全和有弹性的设计c)贯彻执行服务战略，确保他们反映在服务设计流程和服务设计中d)测量服务设计及支持流程的效率和效果25.下列哪一项是术语“服务管理”的最佳定义？a)用于以服务的形式为客户提供价值的一套特定的组织能力b)一组相互关联、相互作用或是相互独立的组件，为共同的目的而形成的统一整体并共同运营c)组织执行特定活动的功能管理d)执行特定活动的角色所组成的组织部门26.下列哪项是为客户创建价值的两个主要元素：a)投资价值（VOI），投资回报（ROT）b)客户及用户满意度c)理解服务需求及功效d)功用及功效27.服务生命周期的哪一个阶段定义应该运维新服务的流程？a)服务设计；设计流程b)服务战略；开发交付物c)服务转换；计划和准备部署d)服务运营；IT运维管理28.下列哪一项是对发布单元的正确定义？a)成本的衡量b)服务转换中描述的一个功能c)负责实施发布的员工团队d)服务或IT基础设施的一部分，通常是一起被发布的29.什么团队应该审查那些必须比正常变更流程要更快地实施的变更：a)技术管理（TM）b)紧急变更顾问委员会（ECAB）c)紧急变更委员会（UCB）d)紧急变更授权人员（UCA）30.就为业务增加价值而言，下面哪一项描述了服务运营的贡献？a)服务的成本可以设计、预测和验证b)可以识别对优化的测量c)可以规服务价值d)服务价值真正能被客户看到31.服务生命周期的哪个阶段更加关注定义政策和目标？a)服务设计b)服务转换c)服务战略d)服务运营32.下列哪一项最好的描述了服务请求？a)用户对信息、建议或标准变更的请求b)客户想要而且准备为此而付费的所有事情c)由用户通过基于web的自助窗口输入所有请求和需要d)具有低风险而且无需通过变更顾问委员会（CAB）会议，可以由变更经理批准的所有变更请求（RPC）33.考虑下面列表：1.变更权限2.变更经理3.变更顾问委员会（CAB）这些可以很好地被描述下列哪一项？a)工作描述b)职能c)团队d)角色、人员或小组34.服务管理的哪一个领域能够从自动化中受益？1.设计和建模2.报告3.模式识别和分析4.检测和监控a)1、2和3b)1、3和4c)2、3和4d)以上都是35.I T服务持续性战略应该基于：1.服务指标的设计2.业务持续性战略3.业务影响分析4.风险评估a)只有1、2和4b)只有1、2和3c)只有2、3和4d)只有1、3和436.哪一个流程负责提供使用IT服务的权限？a)故障管理b)访问管理c)变更管理d)请求履行37.下面哪些是由设施管理来管理的？1.数据中心或机房里的硬件2.IT服务3.供电和冷却设施4.恢复中心a)只有1、2和3b)以上都是c)只有1、3和4d)只有1和338.下面哪一项是服务资产和配置管理的最佳描述？a)描述硬件的拓扑结构b)描述配置项（CIs）是如何共同工作来交付服务的c)定义哪些软件应该安装在哪些特定的硬件d)定义版本号在发布中是如何使用的39.传递到服务转换，以便于实施一个新服务的信息称作什么？a)服务级别包b)服务转换包c)服务设计包d)新服务包40.可用性管理直接负责下面哪项的可用性？a)IT服务和组件b)IT服务和业务流程c)组件和业务流程d)IT服务、组件和业务流程41.下列哪一项可以从使用配置模型中受益？1.评估故障和问题的影响及原因2.评估提议的变更的影响3.规划和设计的或变更的服务4.规划技术更新和软件升级a)只有1、2和3b)以上各项都是c)只有1、2和4d)只有3和442.服务战略的容有助于回答下面哪一个问题？1.我们应该提供什么服务和提供给谁？2.我们应该如何和竞争对手对比3.我们该如何真正为我们的客户创造价值a)只有1b)只有2c)只有3d)以上都是43.下面哪些是ITIL服务运营卷中所描述的事件的类别：a)信息、已计划、常规b)已计划、未计划、紧急c)信息、告警、异常d)告警、被动、主动44.访问管理的目标是什么？a)为数据中心和其他建筑提供保安人员b)管理对机房或其他安全地点的访问c)管理对服务台的访问d)管理使用一项服务或一组服务的权限45.服务运营中的流程有哪些？a)事件管理、故障管理、问题管理、请求履行和访问管理b)事件管理、故障管理、变更管理和访问管理c)故障管理、问题管理、服务台、请求履行和事件管理d)故障管理、服务台、请求履行、访问管理和事件管理46.在哪一本核心出版物中，我们可以找到服务目录管理、信息安全管理和供应商管理的详细介绍：a)服务战略b)服务设计c)服务转换d)服务运营47.下列那个流程主要由业务活动模式分析（PBA）来支持的？a)可用性管理b)需求管理c)财务管理d)服务级别管理48.什么时候可以生成已知错误记录？1.任何有用的时候2.当发现规避措施以后b)只有2c)两个都不是d)两个都是49.下列哪些项不是每个流程都会定义的部分？a)角色b)输入和输出c)职能d)指标50.哪一个流程负责定期回顾支撑合同？a)供应商管理和服务级别管理b)供应商管理和需求管理c)需求管理和服务级别管理d)供应商管理、需求管理和服务级别管理51.客户的观念和业务结果可以帮助定义什么？a)服务的价值b)治理c)总体拥有成本（TCO）d)关键性能指标（KPI）52.技术指标测量下列哪项？a)组件c)端到端的服务d)客户满意度53.下列哪一个不是变更管理流程的目标？a)确保更好地了解变更的影响b)确保使用标准化的方法和程序高效率和快速地处理变更c)确保对服务资产和配置项（CIs）的所有变更都记录在配置管理系统（CMS）中d)按约定的级别为业务用户交付和管理IT服务54.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55.哪个流程负责控制、记录和报告IT基础架构的组件相关的版本、属性及关系？a)服务级别管理b)变更管理c)故障管理d)服务资产和配置管理56.下列哪项是对运营级别协议（OLA）的最佳描述？a)是服务提供商和同一组织中的其它部门之间的协议b)是服务提供商和外部组织之间的协议c)是用来为客户描述服务是如何日常运营的文档d)是为运营人员描述业务服务的文档57.除核心书籍之外，ITIL的哪一个部分为特定的业务环境可以应用“良好实践”进行指导？a)ITIL补充指南b)服务支持c)手册d)服务战略58.下面哪一个不是自助式服务的例子？a)服务请求总是需要呼叫服务台b)前端页面c)基于菜单的自助服务和服务请求d)后端流程处理软件的直接接口59.下列哪一项为信息安全管理应该保护什么的指导提供了关键来源？a)IT管理b)服务台经理c)业务管理d)变更经理60.下列哪一项通常应该包含在支撑某一IT服务的合同中？1.市场信息2.合同描述和围3.职责和依赖性a)只有1和2b)只有1和3c)只有2和3d)以上各项都不是61.下列哪项是服务持续改进模型正确的步骤集合？a)制定战略；设计解决方案；转换到生产环境；运营解决方案；持续改进b)我们希望处于什么地位？我们如何达到目的？我们如何检查我们到达了？我们如何保持发展的势头？c)识别需要的业务结果；计划怎样达到结果；实施计划；检查计划正确实施；改进解决方案d)远景是什么？我们现在处于什么地位？我们希望处于什么地位？我们如何达到目的？我们达到目的了吗？我们如何保持发展的势头？62.什么是“重大故障”的描述？a)再找到规避措施前需要做根本原因分析的复杂故障b)需要大量人员参与解决的故障c)由资深经理记录的故障d)有高优先级或对业务有重大影响的故障63.哪一个流程负责提供和支付所请求的标准服务的部件？a)请求履行b)服务组合管理c)服务台d)IT财务64.下列哪项活动不是戴明环的一部分？a)行动（Act）b)计划（Plan）c)执行（Do）d)调整（Coordinate）65.下列哪些可用性管理的活动可以认为是主动式的而不是响应式的？1.风险评估2.恢复机制测试a)以上都不是b)以上都是c)只有1d)只有266.下面哪一个不是流程的特性？a)可测量的b)交付特定结果c)响应特定事件d)构建某一组织67.应用管理在所有应用中发挥作用。
