itilfoundationv3考試題庫(kù)(供參考)

1、EX0-101ITILFoundationv.3ExamAQUESTION1WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualServiceImprovement(CSI)?A.ReturnOnInvestment(ROI),ValueOnInvestment(VOI),qualityB.Strategic,tacticalandoperationalC.CriticalSuccessFactors(CSFs),KeyPerformanceIndicators(KPIs),activiti

2、esD.Technology,processandserviceAnswer:DQUESTION2WhichofthefollowingisNOTavalidobjectiveofProblemManagement?A. TopreventProblemsandtheirresultantIncidentsB. TomanageProblemsthroughouttheirlifecycleC. TorestoreservicetoauserD. ToeliminaterecurringIncidentsAnswer:CQUESTION3AvailabilityManagementisresp

3、onsibleforavailabilityofthe:A. ServicesandComponentsB. ServicesandBusinessProcessesC. ComponentsandBusinessProcessesD. Services,ComponentsandBusinessProcessesAnswer:AQUESTION4Contractsareusedtodefine:A. TheprovisionofITservicesorbusinessservicesbyaServiceProviderB. TheprovisionofgoodsandservicesbySu

4、ppliersC. ServiceLevelsthathavebeenagreedbetweentheServiceProviderandtheirCustomerD. MetricsandCriticalSuccessFactors(CSFs)inanexternalagreementAnswer:BQUESTION5WhichofthefollowingisNOTanexampleofSelf-Helpcapabilities?A. RequirementtoalwayscalltheServiceDeskforservicerequestsB. Webfront-endC. Menu-d

5、rivenrangeofselfhelpandservicerequestsD. Adirectinterfaceintotheback-endprocess-handlingsoftwareAnswer:AQUESTION6Whoownsthespecificcostsandrisksassociatedwithprovidingaservice?A. TheServiceProviderB. TheServiceLevelManagerC. TheCustomerD. TheFinancedepartmentAnswer:AQUESTION7Whichofthefollowingarety

6、pesofcommunicationyoucouldexpectthefunctionswithinServiceOperationtoperform?1. CommunicationbetweenDataCentreshifts2. Communicationrelatedtochanges3. Performancereporting4. RoutineoperationalcommunicationA. 1onlyB. 2and3onlyC. 1,2and4onlyD. AlloftheaboveAnswer:DQUESTION8Howmanypeopleshouldbeaccounta

7、bleforaprocessasdefinedintheRACImodel?A. AsmanyasnecessarytocompletetheactivityB. Onlyone-theprocessownerC. Two-theprocessownerandtheprocessenactorD. Onlyone-theprocessarchitectAnswer:BQUESTION9WhatguidancedoesITILgiveonthefrequencyofproductionofservicereporting?A. Servicereportingintervalsmustbedef

8、inedandagreedwiththecustomersB. ReportingintervalsshouldbesetbytheServiceProviderC. ReportsshouldbeproducedweeklyD. ServicereportingintervalsmustbethesameforallservicesAnswer:AQUESTION10WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?A. Asetofspecialisedorganizationalcapabilitiesfor

9、providingvaluetocustomersintheformofservicesB. Agroupofinteracting,interrelated,orindependentcomponentsthatformaunifiedwhole,operatingtogetherforacommonpurposeC. ThemanagementoffunctionswithinanorganizationtoperformcertainactivitiesD. UnitsoforganizationswithrolestoperformcertainactivitiesAnswer:AQU

10、ESTION11Whichofthefollowingwouldbedefinedaspartofeveryprocess?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1and3onlyB. AlloftheaboveC. 2and4onlyD. 1,2and4onlyAnswer:DQUESTION12WhichofthefollowingstatementsisCORRECTforeveryprocess?1. Itdeliversitsprimaryresultstoacustomerorstakeholder2. Itd

11、efinesactivitiesthatareexecutedbyasinglefunctionA. BothoftheaboveB. 1onlyC. NeitheroftheaboveD. 2onlyAnswer:BQUESTION13Whatarethepublicationsthatprovideguidancespecifictoindustrysectorsandorganizationtypesknownas?A. TheServiceStrategyandServiceTransitionbooksB. TheITILComplementaryGuidanceC. TheServ

12、iceSupportandServiceDeliverybooksD. PocketGuidesAnswer:BQUESTION14WhichofthefollowingisNOTapurposeofServiceTransition?A. Toensurethataservicecanbemanaged,operatedandsupportedB. ToprovidetrainingandcertificationinprojectmanagementC. ToprovidequalityknowledgeofChange,ReleaseandDeploymentManagementD. T

13、oplanandmanagethecapacityandresourcerequirementstomanageareleaseAnswer:BQUESTION15WhatistheBESTdescriptionofthepurposeofServiceOperation?A. TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycleB. ToproactivelypreventalloutagestoITServicesC. Todesignandbuildprocessesthatwillmeetbusi

14、nessneedsD. TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomersAnswer:DQUESTION16WhichofthefollowingshouldNOTbeaconcernofRiskManagement?A. ToensurethattheorganizationcancontinuetooperateintheeventofamajordisruptionordisasterB. Toensurethattheworkplaceisasafeenvironmentforitsemploye

15、esandcustomersC. Toensurethattheorganizationassets,suchasinformation,facilitiesandbuildingareprotectedfromthreats,damageorlossD. ToensureonlythechangerequestswithmitigatedrisksareapprovedforimplementationAnswer:DQUESTION17WhatistheBESTdescriptionofanOperationalLevelAgreement(OLA)?A. Anagreementbetwe

16、entheserviceproviderandanotherpartofthesameorganizationB. AnagreementbetweentheserviceproviderandanexternalorganizationC. Adocumentthatdescribestoacustomerhowserviceswillbeoperatedonaday-to-daybasisD. AdocumentthatdescribesbusinessservicestooperationalstaffAnswer:AQUESTION18WhichofthefollowingistheC

17、ORRECTdefinitionofaReleaseUnit?A. AmeasurementofcostB. AfunctiondescribedwithinServiceTransitionC. TheteamofpeopleresponsibleforimplementingareleaseD. TheportionofaserviceorITinfrastructurethatisnormallyreleasedtogetherAnswer:DQUESTION19TheBESTdefinitionofanIncidentis:A. Anunplanneddisruptionofservi

18、ceunlessthereisabackuptothatserviceB. AnunplannedinterruptionorreductioninthequalityofanITServiceC. AnydisruptiontoservicewhetherplannedorunplannedD. AnydisruptiontoservicethatisreportedtotheServiceDesk,regardlessofwhethertheserviceisimpactedornotAnswer:BQUESTION20Inwhichofthefollowingsituationsshou

19、ldaProblemRecordbecreated?A. AneventindicatesthataredundantnetworksegmenthasfailedbutithasnotimpactedanyusersB. AnIncidentispassedtosecond-levelsupportC. ATechnicalManagementteamidentifiesapermanentresolutiontoanumberofrecurringIncidentsD. IncidentManagementhasfoundaworkaroundbutneedssomeassistancei

20、nimplementingitAnswer:CQUESTION21WhichofthefollowingBESTdescribesaProblem?A. AKnownErrorforwhichthecauseandresolutionarenotyetknownB. ThecauseoftwoormoreIncidentsC. AseriousIncidentwhichhasacriticalimpacttothebusinessD. ThecauseofoneormoreIncidentsAnswer:DQUESTION22ImplementationofITILServiceManagem

21、entrequirespreparingandplanningtheeffectiveandefficientuseof:A. People,Process,Partners,SuppliersB. People,Process,Products,TechnologyC. People,Process,Products,PartnersD. People,Products,Technology,PartnersAnswer:CQUESTION23WhatwouldbethenextstepintheContinualServiceImprovement(CSI)Modelafter:1. Wh

22、atisthevision?2. Wherearewenow?3. Wheredowewanttobe?4. Howdowegetthere?5. Didwegetthere?6. ?A. WhatistheReturnOnInvestment(ROI)?B. Howmuchdiditcost?C. Howdowekeepthemomentumgoing?D. WhatistheValueOnInvestment(VOI)?Answer:CQUESTION24WhichofthefollowingdoServiceMetricsmeasure?A. ProcessesandfunctionsB

23、. MaturityandcostC. TheendtoendserviceD. InfrastructureavailabilityAnswer:CQUESTION25TheMAINobjectiveofServiceLevelManagementis:A. TocarryouttheServiceOperationsactivitiesneededtosupportcurrentITservicesB. ToensurethatsufficientcapacityisprovidedtodelivertheagreedperformanceofservicesC. Tocreateandp

24、opulateaServiceCatalogueD. ToensurethatanagreedlevelofITserviceisprovidedforallcurrentITservicesAnswer:DQUESTION26WhichprocessesreviewUnderpinningContractsonaregularbasis?A. SupplierManagementandServiceLevelManagementB. SupplierManagementandDemandManagementC. DemandManagementandServiceLevelManagemen

25、tD. SupplierManagement,DemandManagementandServiceLevelManagementAnswer:AQUESTION27WhichofthefollowingstatementsabouttheServicePortfolioandServiceCatalogueistheMOSTCORRECT?A. TheServiceCatalogueonlyhasinformationaboutservicesthatarelive,orbeingpreparedfordeployment;theServicePortfolioonlyhasinformati

26、onaboutserviceswhicharebeingconsideredforfuturedevelopmentB. TheServiceCataloguehasinformationaboutallservices;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredforfuturedevelopmentC. TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformationabouts

27、erviceswhicharelive,orbeingpreparedfordeploymentD. ServiceCatalogueandServicePortfolioaredifferentnamesforthesamethingAnswer:CQUESTION28WhichroleorfunctionisresponsibleformonitoringactivitiesandeventsintheITInfrastructure?A. ServiceLevelManagementB. ITOperationsManagementC. CapacityManagementD. Inci

28、dentManagementAnswer:BQUESTION29Considerthefollowinglist:1. ChangeAuthority2. ChangeManager3. ChangeAdvisoryBoard(CAB)WhataretheseBESTdescribedas?A. JobdescriptionsB. FunctionsC. TeamsD. Roles,peopleorgroupsAnswer:DQUESTION30ServiceTransitioncontainsdetaileddescriptionsofwhichprocesses?A. ChangeMana

29、gement,ServiceAssetandConfigurationManagement,ReleaseandDeploymentManagementB. ChangeManagement,CapacityManagementEventManagement,ServiceRequestManagementC. ServiceLevelManagement,ServicePortfolioManagement,ServiceAssetandConfigurationManagementD. ServiceAssetandConfigurationManagement,ReleaseandDep

30、loymentManagement,RequestFulfilmentAnswer:AQUESTION31WhichofthefollowingstatementsisCORRECT?A. TheConfigurationManagementSystemispartoftheKnownErrorDataBaseB. TheServiceKnowledgeManagementSystemispartoftheConfigurationManagementSystemC. TheConfigurationManagementSystemispartoftheServiceKnowledgeMana

31、gementsystemD. TheConfigurationManagementSystemispartoftheConfigurationManagementDatabaseAnswer:CQUESTION32MajorIncidentsrequire:A. SeparateproceduresB. LessurgencyC. LongertimescalesD. LessdocumentationAnswer:AQUESTION33WhichofthefollowingstatementsaboutIncidentreportingandloggingisCORRECT?A. Incid

32、entscanonlybereportedbyusers,sincetheyaretheonlypeoplewhoknowwhenaservicehasbeendisruptedB. Incidentscanbereportedbyanyonewhodetectsadisruptionorpotentialdisruptiontonormalservice.ThisincludestechnicalstaffC. AllcallstotheServiceDeskmustbeloggedasIncidentstoassistinreportingServiceDeskactivityD. Inc

33、identsreportedbytechnicalstaffmustbeloggedasProblemsbecausetechnicalstaffmanageinfrastructuredevicesnotservicesAnswer:BQUESTION34WhatistheBESTdescriptionofaMajorIncident?A. AnIncidentthatissocomplexthatitrequiresrootcauseanalysisbeforeaworkaroundcanbefoundB. AnIncidentwhichrequiresalargenumberofpeop

34、letoresolveC. AnIncidentloggedbyaseniormanagerD. AnIncidentwhichhasahighpriorityorhighimpactonthebusinessAnswer:DQUESTION35Whichofthefollowingshouldbedonewhenclosinganincident?1. Checktheincidentcategorizationandcorrectitifnecessary2. CheckthatuserissatisfiedwiththeoutcomeA. 1onlyB. BothoftheaboveC.

35、 2onlyD. NeitheroftheaboveAnswer:BQUESTION36Whichofthefollowingstatementscorrectlystatestherelationshipbetweenurgency,priorityandimpact?A. Impact,priorityandurgencyareindependentofeachotherB. UrgencyshouldbebasedonimpactandpriorityC. ImpactshouldbebasedonurgencyandpriorityD. Priorityshouldbebasedoni

36、mpactandurgencyAnswer:DQUESTION37Hierarchicescalationisbestdescribedas?A. NotifyingmoreseniorlevelsofmanagementaboutanIncidentB. PassinganIncidenttopeoplewithagreaterleveloftechnicalskillC. UsingmoreseniorspecialiststhannecessarytoresolveanIncidenttomaintaincustomersatisfactionD. FailingtomeettheInc

37、identresolutiontimesspecifiedinaServiceLevelAgreementAnswer:AQUESTION38WhichofthefollowingBESTdescribesaServiceRequest?A. ArequestfromaUserforinformation,adviceorforaStandardChangeB. AnythingthatthecustomerwantsandispreparedtopayforC. AnyrequestordemandthatisenteredbyauserviaaSelf-Helpweb-basedinter

38、faceD. AnyRequestforChange(RFC)thatislowriskandcanbeapprovedbytheChangeManagerwithoutaChangeAdvisoryBoard(CAB)meetingAnswer:AQUESTION39EventManagement,ProblemManagement,AccessManagementandRequestFulfilmentarepartofwhichstageoftheServiceLifecycle?A.ServiceStrategyB.ServiceTransitionC.ServiceOperation

39、D.ContinualServiceImprovementAnswer:CQUESTION40WhichofthefollowingisNOTavalidobjectiveofRequestFulfilment?A.ToprovideinformationtousersaboutwhatservicesareavailableandhowtorequestthemB.ToupdatetheServiceCataloguewithservicesthatmayberequestedthroughtheServiceDeskC. Toprovideachannelforuserstorequest

40、andreceivestandardservicesD. TosourceanddeliverthecomponentsofstandardservicesthathavebeenrequestedAnswer:BQUESTION41Whichprocessisresponsibleforsourcinganddeliveringcomponentsofrequestedstandardservices?A.RequestFulfilmentB.ServicePortfolioManagementC.ServiceDeskD.ITFinanceAnswer:AQUESTION42Whichof

41、thefollowingareServiceDeskorganizationalstructures?1.LocalServiceDesk2.VirtualServiceDesk3.ITHelpDesk4.FollowtheSunA.1,2and4onlyB.2,3and4onlyC.1,3and4onlyD.1,2and3onlyAnswer:AQUESTION43WhichFunctionsareincludedinITOperationsManagement?A.NetworkManagementandApplicationManagementB.TechnicalManagementa

42、ndChangeManagementC.ITOperationsControlandFacilitiesManagementD.FacilitiesManagementandReleaseManagementAnswer:CQUESTION44WhichofthefollowingoptionsisahierarchythatisusedinKnowledgeManagement?A.Wisdom-Information-Data-KnowledgeB.Data-Information-Knowledge-WisdomC.Knowledge-Wisdom-Information-DataD.I

43、nformation-Data-Knowledge-WisdomAnswer:BQUESTION45WhichofthefollowingCANNOTbeprovidedbyatool?A.KnowledgeB.InformationC.WisdomD.DataAnswer:CQUESTION46TheBESTprocessestoautomatearethosethatare:A. CarriedoutbyServiceOperationsB. CarriedoutbylotsofpeopleC. CriticaltothesuccessofthebusinessmissionD. Simp

44、leandwellunderstoodAnswer:DQUESTION47WhichofthefollowingareaswouldtechnologyhelptosupportduringtheServiceTransitionphaseofthelifecycle?1. Dataminingandworkflowtools2. Measurementandreportingsystems3. Releaseanddeploymenttechnology4. ProcessDesignA. 2,3and4onlyB. 1,3and4onlyC. 1,2and3onlyD. Allofthea

45、boveAnswer:CQUESTION48Whichofthefollowingarethetwoprimaryelementsthatcreatevalueforcustomers?A.ValueonInvestment(VOI),ReturnonInvestment(ROI)B. CustomerandUsersatisfactionC. UnderstandingServiceRequirementsandWarrantyD. UtilityandWarrantyAnswer:DQUESTION49WithinServiceDesign,whatisthekeyoutputhanded

46、overtoServiceTransition?A. Measurement,methodsandmetricsB. ServiceDesignPackageC. ServicePortfolioDesignD. ProcessdefinitionsAnswer:BQUESTION50WhatistheServicePipeline?A. AllservicesthatareataconceptualordevelopmentstageB. AllservicesexceptthosethathavebeenretiredC. Allservicesthatarecontainedwithin

47、theServiceLevelAgreement(SLA)D. Allcomplexmulti-userservicesAnswer:AQUESTION51WhichofthefollowingstatementsBESTdescribesaDefinitiveMediaLibrary(DML)?A. AsecurelocationwheredefinitivehardwaresparesareheldB. AsecurelibrarywheredefinitiveauthorisedversionsofallmediaConfigurationItems(CIs)arestoredandpr

48、otectedC. AdatabasethatcontainsdefinitionsofallmediaCIsD. Asecurelibrarywheredefinitiveauthorisedversionsofallsoftwareandback-upsarestoredandprotectedAnswer:BQUESTION52Inthephrase"People,Processes,ProductsandPartners".Productsrefersto:A. ITInfrastructureandApplicationsB. Services,technolog

49、yandtoolsC. GoodsprovidedbythirdpartiestosupporttheITServicesD. AllassetsbelongingtotheServiceProviderAnswer:BQUESTION53Definingtheprocessesneededtooperateanewserviceispartof:A. ServiceDesign:DesigntheprocessesB. ServiceStrategy:DeveloptheofferingsC. ServiceTransition:PlanandpreparefordeploymentD. S

50、erviceOperation:ITOperationsManagementAnswer:AQUESTION54WhichServiceDesignprocessmakesthemostuseofdatasuppliedbyDemandManagement?A. ServiceCatalogueManagementB. ServiceLevelManagementC. ITServiceContinuityManagementD. CapacityManagementAnswer:DQUESTION55WhichoftheseareobjectivesofServiceLevelManagem

51、ent1: Defining,documentingandagreeingthelevelofITServicestobeprovided2: Monitoring,measuringandreportingtheactuallevelofservicesprovided3: Monitoringandimprovingcustomersatisfaction4: IdentifyingpossiblefuturemarketsthattheServiceProvidercouldoperateinA. 1,2and3onlyB. 1and2onlyC. 1,2and4onlyD. Allof

52、theaboveAnswer:AQUESTION56Whichprocessisresponsiblefordiscussingreportswithcustomersshowingwhetherserviceshavemettheirtargets?A. ContinualServiceImprovementB. BusinessRelationshipManagementC. ServiceLevelManagementD. AvailabilityManagementAnswer:CQUESTION57WhichofthefollowingdoestheAvailabilityManag

53、ementprocessinclude?1. Ensuringservicesareabletomeetavailabilitytargets2. Monitoringandreportingactualavailability3. Improvementactivities,toensurethatservicescontinuetomeetorexceedtheiravailabilitygoalsA. 1onlyB. AlloftheaboveC. 1and2onlyD. 1and3onlyAnswer:BQUESTION58Reliabilityisameasureof:A. Thea

54、vailabilityofaserviceorcomponentB. ThelevelofriskthatcouldimpactaserviceorprocessC. HowlongaserviceorcomponentcanperformitsfunctionwithoutfailingD. AmeasureofhowquicklyaserviceorcomponentcanberestoredtonormalworkingAnswer:CQUESTION59Whichprocessisresponsibleformanagingrelationshipswithvendors?A. Cha

55、ngeManagementB. ServicePortfolioManagementC. SupplierManagementD. ContinualServiceImprovementAnswer:CQUESTION60TheSupplierManagementprocessincludes:1: ServiceDesignactivities,toensurethatcontractswillbeabletosupporttheservicerequirements2: ServiceOperationactivities,tomonitorandreportsupplierachieve

56、ments3: ContinualImprovementactivities,toensurethatsupplierscontinuetomeetorexceedtheneedsofthebusinessA. 1and2onlyB. 1onlyC. AlloftheaboveD. 1and3onlyAnswer:CQUESTION61Datausedtosupportthecapacitymanagementprocessshouldbestoredin:A. Aconfigurationmanagementdatabase(CMDB)B. Acapacitydatabase(CDB)C.

57、Aconfigurationmanagementsystem(CMS)D. Acapacitymanagementinformationsystem(CMIS)Answer:DQUESTION62WhichprocesscontainstheBusiness,ServiceandComponentsub-processes?A. CapacityManagementB. IncidentManagementC. ServiceLevelManagementD. FinancialManagementAnswer:AQUESTION63ITServiceContinuitystrategyshouldbebasedon:1: Designof