ITIL2011中文考题题库

д䌘NZZV ]]] QORRZKYZ ITϔ 䌍The safer , easier way to help you pass any IT exams. Exam: ITILITIL Foundation v.3Title:Version: Demo1.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 softwareAnswer: A2.Which of the following is the correct set of steps for the continual service improvementmodel/approach.?A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveB. Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we keep the momentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?Answer: D3.Which of the following statements is INCORRECT?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 levelsAnswer: A4.The group that authorizes changes that must be installed faster than the normal process is called the?A. Emergency CAB (ECAB)B. Urgent Change Authority (UCA)C. Urgent Change Board (UCB)D. CAB Emergency Committee (CAB/EC)Answer: A5.In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?A. Service TransitionB. Service DesignC. Service StrategyD. Service OperationAnswer: B6.Which of these statements about Service Desk staff is CORRECT?A. Service Desk staff should be recruited from people who have high levels of technical skill tominimizethe 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 as the training requirements are low and this helps to minimize 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 trainedAnswer: B7.Which of the following statements is INCORRECT?A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)B. The SKMS is part of the Configuration Management System (CMS)C. The SKMS can include data on the performance of the organizationD. The SKMS can include user skill levelsAnswer: B8.Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?A. Services and InfrastructureB. Applications and InfrastructureC. Resources and CapabilitiesD. Utility and WarrantyAnswer: C9.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 Market SpacesC. The design of new or changed servicesD. The design of the technology architecture and management systemsAnswer: B10.Which of the following are the MAIN objectives of incident management?To automatically detect service affecting eventsTo restore normal service operation as quickly as possibleTo minimize adverse impacts on business operationsA. 1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. All of the aboveAnswer: B11.Which of the following are managed by facilities management? Hardware within a data centre or computer room Applications Power and cooling equipment Recovery sitesA. 1, 2 and 3 onlyB. All of the aboveC. 1, 3 and 4 onlyD. 1 and 3 onlyAnswer: C12.Which is the correct combination of Service Management terms across the Lifecycle?A. 1A, 2B, 3C, 4DB. 1C, 2D, 3A, 4BC. 1C, 2B, 3A, 4DD. 1B, 2C, 3D, 4AAnswer: C13.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 agreedAnswer: A14.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 processAnswer: B15.The BEST description of the purpose of Service Operation is?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To deliver and support IT Services at agreed levels to business users and customersD. To design and build processes that will meet business needsAnswer: C16.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) model.D. The Deming CycleAnswer: A17.Which of these statements about Service Desk staff is CORRECT?A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training themB. Service Desk staff should be discouraged from applying for other roles as it is more cost effective tokeep 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. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salariesAnswer: C18.Which of the following questions does Service Strategy help answer with its guidance?How do we prioritize investments across a portfolio?What services to offer and to whom?What are the Patterns of Business Activity (PBA)?A. 3 onlyB. 1 onlyC. 2 onlyD. All of the aboveAnswer: D19.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 databaseAnswer: C20.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 ImprovementAnswer: D。

ITIL认证考试(习题卷4)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]下列哪一模型在帮助定义一个组织架构的方面最有用？A)RACI 模型B)服务模型C)持续服务改进（CSI）模型D)戴明环答案:A解析:2.[单选题]What varies in size and complexity, and uses functions to achieve its objectives?A)A riskB)An organizationC)A practiceD)An outcome答案:B解析:3.[单选题]为了提供IT服务，需要管理的任何组件是什么？A)服务请求B)配置项目C)一个事件D)IT答案:B解析:略4.[单选题]What type of change is MOST likely to be managed by the 'service request management' Practice?A)An emergency changeB)A normal changeC)An application changeD)A standard change答案:D解析:5.[单选题]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)变更经理答案:C解析:6.[单选题]组织如何采用持续改进方法？A)组织使用新方法来处理各项改进C)培养尽可能使用多种改进方法的能力D)组织选择一个方法来处理所有改进答案:B解析:7.[单选题]进行自动化的最佳流程是指那些：A)由服务运营执行的流程B)由许多人执行的流程C)对成功实现业务目标最重要的流程D)简单且易理解的流程答案:D解析:8.[单选题]变更计划的主要用途是什么？A)支持B)管理紧急更改C)规划变更并帮助避免冲突D)管理标准变更答案:C解析:略9.[单选题]“关系管理”实践的目的是什么？A)系统地观察服务和服务组件B)保护组织开展业务所需的信息C)成为服务提供商与其所有用户的切入点和单一联系点D)识别、分析、监控并不断改进与利益相关者的联系答案:D解析:略10.[单选题]哪个职能部门负责数据中心的管理？A)技术管理B)服务台C)应用程序管理D)设施管理答案:D解析:略11.[单选题]下面哪项使用变更日程?A)加快紧急变更的计划和授权B)提供有关部署变更的信息以帮助管理事件和问题C)提供发起和评估正常变更的方法D)从确定到最终行动期间跟踪和管理改进想法答案:B解析:12.[单选题]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。

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。

ITIL认证考试(习题卷3)说明：答案和解析在试卷最后第1部分：单项选择题，共260题，每题只有一个正确答案,多选或少选均不得分。

1.[单选题]通过 IT 服务、CI 或监控工具创建的通知，通常可以识别哪些内容？A)事件B)问题C)事件D)请求2.[单选题]下面哪项服务管理维度涉及治理、管理和沟通？A)组织和人员B)信息和技术C)合作伙伴与供应商D)价值流和流程3.[单选题]Which function is responsible for the management of a data centre?A)Technical managementB)Service deskC)Application managementD)Facilities management4.[单选题]下面哪项是服务提供方需要与之协作的最重要利益相关者群体?A)供应商B)客户C)关系经理D)开发人员5.[单选题]下面哪项应视为“合作伙伴与供应商”维度的一部分?A)组织间关系中涉及的整合和正式程度B)实现约定目标所需的活动、工作流、控制和程序C)在服务供应和消费过程中创建、管理和使用的信息D)组织团队与单独成员需具备的技能和能力6.[单选题]哪个描述“变更授权”？A)用于确定谁将评估更改的模型B)批准更改的人员C)用于帮助变革的工具D)管理变革中人员方面的方法7.[单选题]Which one of the following can help determine the level of impact of a problem? 以下哪一项有助于确定问题的影响程度?B)Configuration management system (CMS) 配置管理系统(CMS )C)Statement of requirements (SOR) 需求声明( SOR )D)Standard operating procedures (SOP) 标准作业程序( SOP )8.[单选题]下面哪项指导原则建议先收集数据，再决定哪些内容可重复使用？A)专注于价值B)基于当前情况开始C)保持简单实用D)利用反馈迭代式进展9.[单选题]服务组合由哪三个要素构成？A)客户组合、服务目录和退役服务B)客户组合、配置管理系统和服务目录C)服务管道、服务目录和已停用的服务D)服务管道、配置管理系统和服务目录10.[单选题]哪种做法的目的是通过处理所有商定的用户发起的服务请求来支持服务质量？A)变更控制B)信息技术资产管理C)服务台D)服务请求管理11.[单选题]Which one of the following do technology metrics measure?下列哪项是 技术测量指标?A)Components 组件B)Processes 进程C)The end-to-end service 终端-到-终端 服务D)Customer satisfaction 客户满意度12.[单选题]Which benefit is MOST aligned with the guiding principle 'progress iteratively with Feedback'?A)Service providers are able to respond more quickly to customer needsB)Bottlenecks in the service provider's workflow are identified.C)The complexities of the service provider's IT systems are identified.D)The service provider gains a better understanding of the customer experience.13.[单选题]为什么服务台人员需要检测反复出现的难点？A)为了协助确定问题B)为了将事件升级至合适的支持团队C)为了确保有效处理服务请求D)为了联络相关变更授权人14.[单选题]Which usually requires a team of representatives from many stakeholder groups?A)Fulfilling a service requestB)Authorizing an emergency changeC)Logging a new problemD)Investigating a major incident15.[单选题]对活动实施自动化之前，首先必须要做什么?A)检查活动是否已优化C)确保已成功实施 DevOpsD)确保解决方案已不再需要人为干预16.[单选题]服务消费者可通过下面哪种方式协助降低风险?A)提供符合需求的服务B)确保正确配置服务提供方的资源C)充分了解其自身对服务的需求D)代表服务提供方管理详细的风险级别17.[单选题]“改进”价值链活动的目的包含下面哪一项?A)确保在所有价值链活动中对实践进行持续改进B)确保服务持续满足对质量、成本和投入市场时间的期望C)确保对整个组织的服务改进方向达成共识D)确保持续参与并与所有利益相关者保持良好关系18.[单选题]下面哪项通常与配合服务消费者需求的服务级别相关?A)服务管理B)功效（Warranty）C)成本D)功用（Utility）19.[单选题]下面哪项 ITIL 概念涵盖了治理内容？A)七项指导原则B)服务管理的四个维度C)服务价值链D)服务价值系统20.[单选题]What is defined as a change of state that has significance for the management of an IT Service?A)EventB)IncidentC)ProblemD)Known error21.[单选题]“服务台”的做法的目的是什么？A)通过尽快恢复正常服务操作，将事件的负面影响降至最低B)成为服务提供商与其所有用户的入口点和单一联系点C)通过处理所有预定义的、用户发起的服务请求来支持商定的服务质量D)在战略和战术层面建立和培养组织与其利益相关者之间的联系22.[单选题]“服务级别管理”实践的目的包含下面哪一项?A)最大限度地增加服务和产品变更的成功次数B)确保提供有关服务配置的准确信息C)就服务级别设定明确的业务目标D)确保对供应商及其绩效进行适当管理23.[单选题]Which are elements of the service value system?A)Service provision, service consumption, service relationship managementB)Governance, service value chain, practicesC)Outcomes, utility, warranty24.[单选题]应用“通过反馈迭代推进”的指导原则，这是什么结果？A)更早发现故障并做出响应的能力B)做法和服务标准化C)了解客户对价值的感知D)了解当前状态并确定可以重用的内容25.[单选题]Which service transition process provides guidance about converting data into information?A)Change evaluationD18912E1457D5D1DDCBD40AB3BF70D5DB)Knowledge managementC)Service validation and testingD)Service asset and configuration management26.[单选题]哪种实践需要了解复杂系统并具有创造性和分析能力的人？A)变更支持B)服务水平管理C)服务请求管理D)问题管理27.[单选题]什么被定义为一个或多个事件的原因或潜在原因？A)变更B)事件C)已知错误D)问题28.[单选题]只有获得修改基础架构的授权，配置管理数据库的数据才能被修改。

ITIL考试题库37-20ITIL考试题库3 7-20问题11Which of the following would be defined as part of every process? 下列哪一项被定义为每一个生产过程的一部分吗? 1. Roles 1。

角色2. Activities 2。

活动3. Functions 3。

功能4. Responsibilities 4。

责任 A. 1 and 3 only 答:1、3而已 B. All of the above b上述的所有东西C. 2 and 4 only c 2和4而已 D. 1, 2 and 4 only 四1号、2号和4而已Answer: D 答:D问题12Which of the following statements is CORRECT for every process?下面哪个陈述是正确的每个过程?1. It delivers its primary results to a customer or stakeholder1。

它提供它的主要结果为客户或利益相关者2. It defines activities that are executed by a single function 2。

它定义了执行的活动由单一功能A. Both of the above 答:这两个以上 B. 1 only b .只有 C. Neither of the above 上述两种之D. 2 only d·只有Answer: B 答案是B Section: A 部分: QUESTION 13 问题13 What are the publications that provide guidance specific to industry sectors and organization types 出版物的是什么特殊行业部门的指导和组织类型known as? 被称作什么? A. The Service Strategy and Service Transition books 答:服务策略和服务过渡的书B. The ITIL Complementary Guidance 双方ITIL互补的指导 C. The Service Support and Service Delivery books 报告和交付服务服务支持书D. Pocket Guides 口袋指南>Answer: B答案是BSection: A部分:QUESTION 14问题14Which of the following is NOT a purpose of Service Transition?下列哪一项不是服务宗旨转变? ? A. To ensure that a service can be managed, operated and supported 答:确保服务可以管理、操作和支持 B. To provide training and certification in project management b提供的培训和认证项目管理C. To provide quality knowledge of Change, Release and Deployment Management 为了提供优质的知识的变迁,释放和部署管理D. T o plan and manage the capacity and resource requirements to manage a release 镶件计划和管理能力和资源需求管理释放Answer: B 答案是B Section: A上海信息化培训中心SITC是中国领先的信息化促进机构，与1998年经上海市发展改革委和上海市信息委核准正式成立，旨在“推进国际IT管理最佳实践，服务全国信息化建设，创建世界级IT经理智慧空间”。

答题人：所属部门：_ 答题时间：年月日评分人：所属部门：_ 评分结果：1.1 填空题1. ITIL目标是。

2. ITIL中突发事件管理的英文为_______________________________，ITIL的服务流程的三个要素是________、_________、_________。

3. CMDB四大特性是 ______、______、____ 、________。

1.2 选择题1. IT服务管理的标准有？（）A. ITIL、ISO20000、CoBITB. ITIL、ISO20000、ISO9000C. ITIL、CoBIT、CMM2. IT服务管理三要素是：（）A. 人员、流程、技术B. 组织、规程、技术C. 组织、流程、产品D. 人员、规程、技术3. ITSM与ITIL的逻辑关系是？（）A. ITSM包含ITILB. ITIL包含ITSMC. ITIL是IT服务管理的统称，ITSM是ITIL的一个子集4. ITIL包含以下功能模块（）A. 业务管理、技术管理、规划实施服务管理、应用管理、服务管理、安全管理B. 服务支持管理、服务提供管理、安全管理、应用管理C. 服务支持管理、服务提供管理、应用管理、服务管理5. 事件管理的三线支持体系是？（）A. 0线支持、1线支持、2线支持B. 1线支持、2线支持、3线支持C. 2线支持、3线支持、4线支持6. 服务台工作人员在事件管理的三线支持体系中一般属于哪一级？（）A. 0线支持B. 1线支持C. 2线支持D. 3线支持7. ITIL中的服务支持部分包括以下哪些功能或流程？( )A. 变更管理、突发事件管理、问题管理、资源管理、服务水平管理B. 变更管理、突发事件管理、问题管理、资源管理、发布管理C. 变更管理、突发事件管理、可用性管理、资源管理、发布管理D. 服务级别管理、服务容量管理、服务连续性管理、可用性管理、IT财务管理8. ITIL中的服务提供部分包含下列哪些流程？（）A. 变更管理、发布管理、服务水平管理、财务管理、可用性管理B. 服务水平管理、可用性管理、能力管理、IT服务持续性管理、财务管理C. 配置管理、财务管理、可用性管理、能力管理、IT服务持续性管理D. 事件管理、问题管理、配置管理、服务台、IT服务持续性管理9. 终端用户所导致的错误或其提出的有关如何使用服务方面的问题应该由哪个ITIL流程或职能来处理？（）A. 可用性管理B. 服务级别管理C. 问题管理D. 服务台10. 你是某个IT组织中的服务台人员。

ITIL2011Foundation中文考试题库2016年整理(共113题)1.ITIL服务管理的实施需要准备和计划好4Ps使用的效率和效果，什么是4Ps?a)人员、流程、合作伙伴、性能b)性能、流程、产品、问题c)人员、流程、产品、合作伙伴d)人员、产品、视角、合作伙伴答案：C2. 流程所有者在RACl角色矩阵中有一个“”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)管理一项活动答案：C3. 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)答案：B4. 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) 基础设施的可用性答案：C5. 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3答案：A6. 重大故障(事件)需要：a) 单独的过程b) 不要太紧急c) 较长的时间范围d) 较少的文档答案：A7. 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) 定义可量化的目标答案：D8. 下列哪项要考虑方针和方向：a) 容量管理b) 治理c)服务设计d)服务级别管理答案：B9. 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服务议定的级别答案：D10.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)答案：B11.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答案：D12.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) 容量管理答案：D13.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) 资源答案：C14.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) 可用性管理答案：C15.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答案：B16.什么是服务运营目标的最佳描述?a) 在服务管理生命周期中，决定IT如何与供应商合作b) 主动预防所有IT服务的所有中断c) 设计和建立满足业务需求的流程d) 为业务用户和客户交付及管理议定级别的IT服务答案：D17.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答案：B18.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) 变更模型答案：C19.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。

ITIL认证考试(习题卷1)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]“设计和过渡”价值链活动的目的包括哪些内容？A)确保服务组件在需要时可用B)提供透明度和良好的利益相关者关系C)按规格提供配套服务D)不断满足利益相关者对成本的期望答案:D解析:略2.[单选题]哪个指导原则说通常不需要建造新的东西？A)注重价值B)从你所在的地方开始C)通过反馈以迭代方式取得进展D)全面思考和工作答案:B解析:略3.[单选题]评估事件优先级时会考虑哪些主要因素？A)紧迫性和影响B)影响和复杂性C)费用和紧迫性D)复杂性和成本答案:A解析:略4.[单选题]下面哪项实践可确保提供有关配置项以及各个配置项之间关系的准确和可靠的信息？A)服务配置管理B)服务台C)ITD)监视和事态管理答案:A解析:5.[单选题]Which ITIL concept describes governance?A)The service value systemB)The service value chainC)The seven guiding principlesD)The four dimensions of service management答案:A解析:6.[单选题]下面哪项是对合格服务级别协议的关键需求?D)应与简单的运营指标相关答案:B解析:7.[单选题]下面哪个服务价值链活动涉及购买新产品?A)参与B)获取/构建C)计划D)改进答案:B解析:8.[单选题]下面哪项活动是“持续改进”实践的一部分?A)确定事件原因，并建议相关改进B)授权进行变更，以进行改进C)记录并管理可进行改进的事件D)为改进行动制订商业论证答案:D解析:9.[单选题]在“问题管理”中最早记录变通办法的时间是什么时候？A)记录问题后B)确定问题的优先级后C)分析问题后D)问题解决后答案:C解析:略10.[单选题]下面哪个服务管理维度考量活动之间的协调情况?A)组织和人员B)信息和技术C)合作伙伴与供应商D)价值流和流程答案:D解析:11.[单选题]下面哪项被定义为为交付 IT 服务而需要进行管理的任何组件?A)服务请求B)配置项 (CI)C)事件D)IT 资产答案:B解析:12.[单选题]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13.[单选题]下面哪项是添加、修改或删除可能对服务产生影响的任何内容?A)变更B)事态C)事件D)问题答案:A解析:14.[单选题]构成IT服务的项目的正确组合是什么？A)客户、提供商和文档B)信息技术、人员和流程C)信息技术、网络和人员D)人员、流程和客户答案:B解析:略15.[单选题]The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? 添加、修改或删除授权,计划或支持服务或服务组件及其相关文件是用于定义什么的?A)A change 变更B)A change model 变更模型C)A change request 变更请求D)A change advisory board 变更咨询委员会答案:A解析:16.[单选题]How does customer engagement contribute to the 'service level management' practice?\1.It captures information that metrics can be based on\2.It ensures the organization meets defined service levels\3.It defines the workflows for service requests\4.It supports progress discussionsA)1 and 4B)3 and 4C)2 and 3D)1 and 2答案:A解析:17.[单选题]Which will NOT be handled as a service request?A)The degradation of a serviceB)The replacement of a toner cartridgeC)The provision of a laptopD)A complaint about a support team答案:A解析:18.[单选题]下面哪项实践可用于确定指标，以反映客户的服务体验？19.[单选题]组织如何让第三方供应商协助服务的持续改进？A)确保供应商在合同中详述他们的服务改进方案B)请求证明供应商使用了敏捷开发方式C)请求证明供应商通过项目管理实践实施了所有改进措施D)确保供应商的所有问题管理活动均可促成改进答案:A解析:20.[单选题]哪个层面侧重于与参与服务设计、开发、部署和交付的其他组织的关系？A)组织和人员B)信息和技术C)合作伙伴和供应商D)价值流和流程答案:C解析:略21.[单选题]下面哪两个表述与“优化和自动化”指导原则关联最大? 1. 评估各类利益相关者分别适用哪种沟通方法非常重要 2. 设计复杂系统的前提是了解组件的各个部分是如何互相关联的 3. 组织应该考量技术能否改进手动流程的效率 4. 评估潜在改进的影响时，了解组织的目标非常重要A)1 和 2B)2 和 3C)3 和 4D)1 和 4答案:B解析:22.[单选题]关于履行服务请求的步骤的哪个陈述是正确的？A)它们应该是复杂和详细的B)它们应该是众所周知的和经过验证的C)它们应包括事件处理D)它们应该简短明了答案:B解析:略23.[单选题]哪两个被认为是服务管理的“组织和人员”维度的一部分？1. 权力体系;2. 企业文化;3. 组织之间的关系;4. 工作流程A)1和2B)2和3C)3和4D)1和4答案:A解析:略24.[单选题]下面哪项实践的目的包括观察服务以报告选定的事态状态变更?25.[单选题]下面哪一项用于描述服务是否满足可用性、容量和安全需求?A)结果B)价值C)功用（Utility）D)功效（Warranty）答案:D解析:26.[单选题]What is defined as a cause, or potential cause, of one or more incidents?A)ChangeB)EventC)Known errorD)Problem答案:D解析:27.[单选题]哪个维度考虑数据安全和隐私？A)组织和人员B)信息和技术C)合作伙伴和供应商D)价值流和流程答案:B解析:略28.[单选题]下面哪两项关于“服务请求管理”实践的表述是正确的?1). 服务请求是一般服务交付的一部分2). 投诉可作为服务请求来处理3). 服务请求源自服务失效4). 正常变更应作为服务请求来处理A)1 和 2B)2 和 3C)3 和 4D)1 和 4答案:A解析:29.[单选题]哪些有助于简化服务请求的履行？A)了解哪些服务请求可以通过有限的审批完成B)为每个服务请求创建新的工作流C)将与服务故障相关的请求与服务降级分开D)消除具有复杂工作流程的服务请求答案:A解析:略C)服务请求管理D)服务级别管理答案:C解析:31.[单选题]An organization asks a stakeholder to review a planned change. Which guiding principle Does this demonstrate?A)Collaborate and promote visibilityB)Start where you areC)Focus on valueD)Keep it simple and practical答案:A解析:32.[单选题]什么是事态？A)对服务或其他配置项的管理有重大意义的状态变更B)为交付C)服务的意外中断或服务质量的下降D)任何能够给答案:A解析:33.[单选题]下面哪项实践要求员工展现出色的客户服务技能，如同理心和情商?A)问题管理B)供应商管理C)发布管理D)服务台答案:D解析:34.[单选题]下面哪项应在组织中保持不变，无论组织的目标是否变更?A)输出B)指导原则C)服务供给D)结果答案:B解析:35.[单选题]在服务关系中哪些利益相关者会共创价值?A)投资者和供应商B)消费者和提供方C)提供方和供应商D)投资者和消费者答案:B解析:36.[单选题]下面哪一项描述了指导原则的性质？A)指导原则可在任何情况下指导组织行动37.[单选题]什么时候可以生成已知错误记录？任何有用的时候2. 当发现规避措施以后A)只有1B)只有2C)两个都不是D)两个都是答案:C解析:38.[单选题]谁负责定义变更管理的关键性能指标（KPIs）？A)变更管理流程的负责人B)变更顾问委员会C)服务负责人D)持续服务改进经理答案:A解析:39.[单选题]哪个维度包括活动和工作流？A)组织和人员B)信息和技术C)合作伙伴和供应商D)价值流和流程答案:D解析:略40.[单选题]下面哪一项可作为组织的运营模型?A)服务管理的四个维度B)服务价值链C)ITIL 指导原则D)持续改进答案:B解析:41.[单选题]下列哪一项最好的描述了服务请求？A)用户对信息、建议或标准变更的请求B)客户想要而且准备为此而付费的所有事情C)由用户通过基于 web 的自助窗口输入所有请求和需要D)具有低风险而且无需通过变更顾问委员会（CAB）会议，可以由变更经理批准的所 有变更请求（RPC）答案:A解析:42.[单选题]这些活动中哪项是作为“问题管理”的一部分进行的？A)创建事件记录B)诊断和解决事件43.[单选题]哪项指导原则建议取消无助于创造价值的活动？A)从您现在的位置开始B)协作并提高可见性C)保持简单实用D)优化和自动化答案:C解析:略44.[单选题]“多级 SLA”是一个三层结构，下列哪层不是这样类型 SLA 的部分？A)客户级别B)服务级别C)公司级别D)配置级别答案:D解析:45.[单选题]下面哪项关于“持续改进”的表述是正确的?A)所有改进想法都应记录在单个“持续改进登记单”中B)应由一个团队在组织内部进行“持续改进”C)“持续改进”应尽量减少与其他实践的交互D)组织内的每一个人负责“持续改进”的一些方面答案:B解析:46.[单选题]什么是保修？A)保证产品或服务将满足商定的要求B)在特定活动或资源上花费的金额C)产品或服务为满足特定需求而提供的功能D)某事的感知益处、有用性和重要性答案:A解析:略47.[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答案:A解析:48.[单选题]What are guiding principles?A)A set of interconnected activities that help an organization deliver a valuable serviceB)A description of one or more services that help address the needs of a target consumer groupC)A set of specialized organizational capabilities for enabling value for customersD)Recommendations that help an organization when adopting a service management approach答案:DA)客户为服务交付指定的时间B)消费者对服务的需求C)实际提供服务所需的时间D)供应商的服务水平答案:D解析:略50.[单选题]Which of the following is an example of workaround?A)A defective network switch is replaced with a new oneB)An email server is restored after an incident is reportedC)Server memory is increased when the server is unresponsiveD)A server is restarted to resolve an incident答案:D解析:51.[单选题]将下面的句子补充完整。

1、Which process or function is responsible for monitoring activitiesand events in the IT infrastructure? 在IT基础架构中下列哪个进程或职能是负责监控活动和事件的？A. Service level management 服务级别管理B. IT operations management IT运营管理C. Capacity management 能力管理D. Incident management 事故管理Answer：B4、At which stage of the service lifecycle should the processes necessary to operate a new service be defined? 在服务生命周期中的哪个阶段来定义执行新服务的必要流程？A. Service design: Design the processes 服务设计：设计流程B. Service strategy: Develop the offerings 服务策略：开发产品C. Service transition: Plan and prepare for deployment 服务转型：计划和准备部署D. Service operation: IT operations management 服务执行： IT运维管理Answer：A5 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Answer：A6、Which of the following is an objective of business relationship management?下列哪项是企业关系管理的目的？A.To identify patterns of business activity 确定业务活动的模式B. To ensure high levels of customer satisfaction 为保证高水平的客户满意度C. To secure funding to manage the provision of services保障服务管理资金D. To ensure strategic plans for IT services exist 为现有IT服务确保战略规划Answer：B7、The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? IT服务的设计要求有效地利用“四个P”。

1. What does the 'Service V model' represent?a. A strategy for the successful completion of all service management projectsb. The path to Service Delivery and Service Support for efficient and effective utilization of resourcesc. Levels of testing required to deliver a Service Capabilityd. The business perspective as perceived by the customer and the user of services2. Technical Management is NOT responsible for?a. Maintenance of the technical infrastructureb. Documenting and maintaining the technical skills required to manage and support the IT Infrastructurec. Defining the Operational Level Agreements for the technical teamsd. Diagnosis of, and recovery from technical failures3. The priority of an Incident is BEST described as?a. The relative importance of the Incident based on impact and urgencyb. The speed with which the Incident needs to be resolvedc. The number of staff that will be assigned to work on the Incident so that it is resolved in timed. The escalation path that will be followed to ensure resolution of the Incident4. What is the role of the Emergency Change Advisory Board (ECAB)?a. To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periodsb. To assist the Change Manager in implementing Emergency Changesc. To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approvedd. To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur5. A Service Owner is responsible for which of the following?a. Continual Improvement of the serviceb. Designing and documenting a servicec. Carrying out the Service Operations activities needed to support a serviced. Producing a Balanced Scorecard showing the overall status of all services6. Operations Control refers to?a. The managers of the Technical and Applications Management functionsb. Overseeing the execution and monitoring of IT operational events and activitiesc. The tools used to monitor and display the status of the IT Infrastructure and Applicationsd. The situation where the Service Desk is required to monitor the status of the Infrastructure when Operators are not available7. Which of the following statements is CORRECT about patterns of demand generated by 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 Management8. What is the main reason for establishing a Baseline?a. To standardize operationb. For knowing the cost of services providedc. For roles and responsibility to be cleard. For later comparison9. Which of these is the CORRECT description of normal service operation?a. The service is operating in the way it usually does when there hasn't been an incidentb. The service is providing all functionality and performance that the business wantsc. The service is operating within the limits defined in the Service Level Agreementd. All users are able to log in to the service and use it10. Which of the following BEST describes the purpose of Event Management?a. The ability to detect events, make sense of them and determine the appropriate control actionb. The ability to implement monitoring toolsc. The ability to monitor and control the activities of technical staffd. The ability to report on the successful delivery of services by checking the uptime of infrastructure devices11. The main objective 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 the business12. Defining the functional requirements for a new service is part of:a. Service Operation: Application Managementb. Service Strategy: Service Portfolio Managementc. Service Design: Design the technology architectured. Service Design: Design the service solutions13. Which of the following are characteristics of every process?1. It is measurable2. It is timely3. It delivers a specific result4. It responds to a specific event5. It delivers its primary results to a customer or stakeholdera. 1, 2, 3 and 4 onlyb. 1, 2, 4 and 5 onlyc. 1, 3, 4 and 5 onlyd. All of the above14. Which of the following is NOT one of the ITIL core publications?a. Service Optimizationb. Service Transitionc. Service Designd. Service Strategy15. There are 7 different sourcing strategies that a company can use. What is the newest form of outsourcing?a. Knowledge Process Outsourcingb. Partnership or multi-sourcingc. Business Process Outsourcing (BPO)d. Application Service Provision16. Which of the following identifies two Service Portfolio components within the Service Lifecycle?a. Service Pipeline and Service Catalogb. Service Knowledge Management System and Service Catalogc. Service Knowledge Management System and Service Pipelined. Service Pipeline and Configuration Management System17. Consider the following statements:a. Continual Service Improvement (CSI) provides guidance on how to improve process efficiency and effectivenessb. CSI provides guidance on how to improve servicesc. CSI provides guidance on the improvement of all phases of the Service Lifecycled. CSI provides guidance on the measurement of processes and servicesWhich of the above statements is CORRECT?a. 1 and 2 onlyb. 2 onlyc. 1, 2 and 3 onlyd. All of the above18. Which of the following BEST describes a Local Service Desk structure?a. A Service Desk that also provides onsite technical support to its usersb. A Service Desk where analysts only speak one languagec. A Service Desk that is situated in the same location as the users it servesd. A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location19. Which of these is NOT a type of change?a. Standard Changeb. Normal Changec. Urgent Changed. Emergency Change20. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)?a. Process Metricsb. Supplier Metricsc. Service Metricsd. Technology Metricse. Business Metricsa. 1, 2 and 3b. 2, 4 and 5c. 1, 3 and 4d. 1, 2 and 421. Why should monitoring and measuring be used when trying to improve services?a. To validate, direct, justify and interveneb. To validate, measure, monitor and changec. To validate, plan, act and improved. To validate, assign resources, purchase technology and train people22. What is the RACI model used for?a. Documenting the roles and relationships of stakeholders in a process or activityb. Defining requirements for a new service or processc. Analyzing the business impact of an Incidentd. Creating a Balanced Scorecard showing the overall status of service management23. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?a. Define what you should measure, define what you can measure, gather data and process datab. Gather data, process data, analyze data and present datac. What is the vision, where are we now, what do we want to be, how do we get there?d. Gather data, process data, define what you should measure and define what24. Which of the following statements is CORRECT?a. Only one person can be responsible for an activityb. Only one person can be accountable for an activitya. Both of the aboveb. 1 onlyc. 2 onlyd. Neither of the above25. The goal of Service Asset and Configuration Management is to?a. Account for all the financial assets of the organizationb. Provide a logical model of the IT Infrastructure, correlating IT services and different IT components needed to deliver the servicesc. Build service models to justify ITIL implementationsd. Implement ITIL across the organization26. Which is the CORRECT sequence of events in choosing a technology tool?a. Select; Requirements; Selection Criteria; Evaluate.b. Selection Criteria; Requirements; Evaluate; Select.c. Requirements; Selection Criteria; Select; Evaluate.d. Requirements; Selection Criteria; Evaluate; Select.27. The four stages of the Deming Cycle are?a. Plan, Measure, Monitor, Reportb. Plan, Check, Re-Act, Implementc. Plan, Do, Act, Auditd. Plan, Do, Check, Act28. The BEST definition of an event is?a. An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impactedb. An occurrence that is significant for the management of the IT Infrastructure or delivery of servicesc. A known system defect that generates multiple Incident reportsd. A planned meeting of customers and IT staff to announce a new service or improvement program29. Incident Management has a 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 outages30. The following options are considered within which process?a. Big Bang versus Phasedb. Push and Pullc. Automated versus Manuala. Incident Managementb. Release and Deployment Managementc. Service Asset and Configuration Managementd. Service Catalog Management31. Which are the missing Service Operation processes from the following?a. Incident Managementb. Problem Managementc. Access Managementd. ?e. ?a. Event Management and Request Fulfillmentb. Event Management and Service Deskc. Facilities Management and Event Management32. Sources of 'good practice' include which of the following?a. Public frameworksb. Standardsc. Proprietary knowledge of Individuals and Organizationsa. 1 and 2 onlyb. 2 and 3 onlyc. All of the aboved. 1 and 3 only33. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?a. Hardware and Software designb. Environmental designc. Process designd. Data designa. 1, 3 and 4 onlyb. 1, 2 and 3 onlyc. All of the aboved. 2, 3 and 4 only34. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?a. Service Strategyb. Service Strategy and Continual Service Improvementc. Service Strategy, Service Transition and Service Operationd. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement35. The Service Level Manager has responsibility for ensuring that the aims of Service Level Management are met. The Service Level Manager is NOT responsible for?a. Negotiating and agreeing Operational Level Agreementsb. Ensuring that all non-operational service are recorded within the Service Catalogc. Negotiating and agreeing Service Level Agreementd. Assisting with the production and maintenance of an accurate Service Catalog36. Which of the following is NOT an objective of Service Operation?a. Thorough testing to ensure that services are designed to meet business needsb. To deliver and support IT servicesc. To manage the technology used to deliver servicesd. To monitor the performance of technology and processes37. Which of the following is NOT an example of a Service Request?a. A user calls the Service Desk to order a toner cartridgeb. A user calls the Service Desk because they would like to change the functionality of an applicationc. A Manager submits a request for a new employee to be given access to an applicationd. A user logs onto an internal web site to download a licensed copy of software from a list of approved options38. 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 outcomes39. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?a. What is the vision?b. Did we get there?c. Is there a budget?d. Where are we now?40. Which of the following statements about Supplier Management is INCORRECT?a. Supplier Management negotiates internal and external agreements to support the delivery of servicesb. Supplier Management ensures that suppliers meet business expectationsc. Supplier Management maintains information in a Supplier and Contract Databased. Supplier Management should be involved in all stages of the Service Lifecycle, from Strategy through Design and Transition to Operations and Improvement。