2014年itil考試題庫(kù)中英對(duì)照版初級(jí)

1、1WhichroleisresponsibleforcarryingouttheactivitiesofaA. sowner B. Changemanager C. Servicemanager D. Dspractitioner 過程執(zhí)行2Whichsorfunction1WhichroleisresponsibleforcarryingouttheactivitiesofaA. sowner B. Changemanager C. Servicemanager D. Dspractitioner 過程執(zhí)行2Whichsorfunctionisresponsibleformonitoring

2、activitiesandeventsthe IT infrastructure?IT進(jìn)程或職能是負(fù)責(zé)AServicelevelmanagement B. IToperationsIT C. CapacityD. IncidentB3Which of the following options is a t used in Wisdom-Information-DataData-Information-KnowledgeKnowledge-Wisdom-InformationInformation-Data-KnowledgeB- - - - - - - - - - 信息- - 4、Atwhi

3、chstageofthelifecycleshouldtheses saryoperateanewservicebe A. Servicedesign:DesigntheB. trategy:DeveloptheC. Servicetransition:Planandpreparefor服D. ServiceoperationIToperationsIT 5Whyarepublicframeworks,suchasITIL,attractivewhencomparedtoknowledge? A. Proprietary knowledge may be difficult to adopt,

4、 replicate or transfer since it is edB. Publicframeworksarealwaysrtoadopt C. Publicframeworksareprescriptivelyouexactlywhattodo D. Proprietary knowledge has been tested in a widerange ofenvironments 專有知識(shí)已在6、WhichofthefollowingisanobjectiveofbusinessrelationshipA.Toidentifypatternsofivity B. Toensure

5、highlevelsofcustomersatisfaction C. Tosecurefundingtomanagetheof D. ToensurestrategicplansforITexist IT 7、ThedesignofITrequirestheeffectiveandefficientuseofthefourWhatarethesefour PC. Tosecurefundingtomanagetheof D. ToensurestrategicplansforITexist IT 7、ThedesignofITrequirestheeffectiveandefficientu

6、seofthefourWhatarethesefour PA. People,s,partners,B. Performance,s,products,C. People,s,products,D. People,products,8、WhichofthefollowingBESTdescribestrategiesvaluetotheA. Allowshighervolumesofsfulchange B.ReductioninunplannedcoststhroughoptimizedhandlingofserviceC. hedurationandfrequencyofserviceou

7、tages D. Enablingtheserviceprovidertohaveaclearunderstandingofevelsofwillmaketheir csful 9 Which two ses will contribute MOST to enabling effective detection? A. Incidentand lmanagementChangeandreleaseanddeploymentmanagement Incidentandeventmanagement Knowledgeandservicelevelmanagement 10Whichofthef

8、ollowingwouldbe usedtocommunicateahighlevelofamajortinvolvedsignificantcostandrisktoChangeChange變更涉成本和高風(fēng)險(xiǎn)，下列哪一項(xiàng)被用來傳達(dá)高級(jí)別變更的C. ServiceD. Risk11、WhichofthefollowingshouldedinanincidentDetails ofthe service levelagreementSLA) pertainingto the incident 與服務(wù)水平協(xié)議細(xì)節(jié)（ SLA）有關(guān)的事件Chronologicalorderofstepstoresol

9、vetheincident12only onlyC.Bothofthe1 D. Neitherofthe12 Why is it important for service providers to understand patterns of business activity (PBA)? 為什么服務(wù)提供商了解業(yè)務(wù)活動(dòng)（ PBA ）的模式很重要？A.PBAarebasedC.Bothofthe1 D. Neitherofthe12 Why is it important for service providers to understand patterns of business act

10、ivity (PBA)? 為什么服務(wù)提供商了解業(yè)務(wù)活動(dòng)（ PBA ）的模式很重要？A.PBAarebased的anizationalrolesandPBAB. IT service providers CANNOT schedule changes until they understand PBAIT服務(wù)供PBA 才能安排的變更C. Demand for the deliveredby service providersare directly influenced by PBAD. UnderstandingPBAistheonlywaytoenableaccurateservicelev

11、elreporting 了解13 、WhichoneofthefollowingwouldNOTbe definedaspartofeveryRoles InputsandoutputsFunctions Metrics 14、Whichsisresponsibleforrecordingthecurrentdetails,anddependenciesofall helivetarebeingrunorbeingpreparedServicelevelmanagement Servicecataloguemanagement Demandmanagement Servicetransitio

12、n 15Asownerhasbeenidentifiedn“I”inaRACImatrix.WhichonethefollowingwouldbeexpectedofIBeaccountableforPerformanactivity eofanactivity C. Bekeptup-to-dateontheprogressofanactivityD. Manageanactivity Whichofthefollowingareobjectivesofservicelevel1 ingandagreeingthelevelofFTtobeprovided FT2 ：Monitoring,m

13、easuringandreportingtheactuallevelof和3 ：Monitoringandimprovingcustomersatisfaction4 siblefuturettheserviceprovidercouldoperatein1,2and 31and21,2 and4Allofthe 1和3 ：Monitoringandimprovingcustomersatisfaction4 siblefuturettheserviceprovidercouldoperatein1,2and 31and21,2 and4Allofthe 1 ，231，2 4Whichoneo

14、fthefollowingdotechnologymetricsA. B. -to-end終端-到-D. CustomerWhichsincludesbusiness,serviceandcomponentsub-Capacitymanagement Incidentmanagement Servicelevelmanagement D. l 19 WhichoneofthefollowingisNOTpartoftheservicedesignstageofthe? A. DesigningandainingallsaryservicetransitionB. Producingqualit

15、y,secureandntdesignsforneworimprovedC. Takingtrategiesandensuringtheyareheservicesesandtheservicetare以服D. Measuring the effectiveness and efficiency of service design and the supporting What is the result of carrying out an activity, following a pro an IT service known as? s or eWhichsisresponsiblef

16、ormanagingrelationshipswithChangeServiceportfolior D. ContinualserviceWhich of the following service anizationalstructures are described serviceoperation? Localservicedesk VirtualservicedeskChangeServiceportfolior D. ContinualserviceWhich of the following service anizationalstructures are described

17、serviceoperation? Localservicedesk Virtualservicedesk 3 IThelp IT1,2and 42,3and 41,3and 41,2and3 1，2 僅僅2 ，31 ，3 1 ， 2 Whatarethecategoriesofevent heUILserviceoperationInformational,scheduled,Scheduled,unscheduled,Informational,warning,Warning,reactive,Whatwouldyoucallthegroupsofpeoplewhohavehes, and

18、deliverablesfromservice WhichofthefollowingaretheMAINobjectivesofincident1 。Toautomaticallydetectservice-affectingevents 2 。Torestorenormalserviceoperationasquicklysible3 。TominimizeadverseimpactsonbusinessA. 1and 2B，2and3 C.1and3 D. Allofthe1 2 14 。 Follow the跟？Whatisthenameofthetshouldreviewtmusti

19、mplementednthe normalchangeA. TechnicalB. EmergencychangeadvisoryWhatisthenameofthetshouldreviewtmustimplementednthe normalchangeA. TechnicalB. Emergencychangeadvisoryboard C. UrgentD. UrgentchangeWhichofthefollowingisNOTanobjectiveofserviceA. To taservicecanbeoperated,managedandB. Toprovidetraining

20、andcertificationinprojectmanagement C. Toprovidequalityknowledgeandinformationaboutandserviceplanandmanagethecapacityandresourcerequirementstomanagea Whichofthefollowingtypes ofhouldbehescopeserviceportfoliomanagement? 1Thoseplannedtobedelivered 2.Thosebeing3.A.1 and3 vebeenwithdrawnfromAll ofthe1an

21、d22and329：TheBESTdescriptionofanincidentAnunplanneddisruptionofserviceunlessthereisabackuptAnerruptiontoserviceorahequalityofAnydisruptiontoservicelannedorD.Anydisruptiontotisreportedtotheservicedesk,regardlessofwhetherserviceisimpactedornot 30Which one of the following is the CORRECT set of steps f

22、or the continual service improvement approach?A. Deviseastrategy;Designthesolution;oproduction; OperatetheContinuallyImprove B. Wheredowewanttobe?;Howdowegetthere?;Howdowe checkwearrived?;dowekeepthemomentumC. IdentifytherequiredContinuallyImprove B. Wheredowewanttobe?;Howdowegetthere?;Howdowe check

23、wearrived?;dowekeepthemomentumC. Identifytherequiredes;Planhowtoachievees;theplan;ChecktheplanhasbeenproperlyimplementedImprovethesolution 確定所需D. Whatisthe?;Wherearewenow?;Wheredowewanttobe?;Howdo wethereDidwegetthereHowdowekeepthemomentumgoing?在哪里; 如何到達(dá)那里; Whencana knownerrorrecordbe ？1 。Atanytimei

24、twouldbeusefultodo 2 。AfteraworkaroundhasbeenA：1Neitheroftheabove Bothoftheabove32WhatbodyexiststosupporttheauthorizationofchangesandtoassistchangeheassessmentandprioritizationofThechangeauthorizationThechangeadvisoryThechangeThechange 33 Which s is for discussing reports with customers have和Continu

25、alserviceServicelevelservicelevel WhatdoerceptionsandeshelptoA.ThevalueofaC.totalcostofownershipDKeyperformanceindicators關(guān)鍵績(jī)效指標(biāo)（KPI Whichofthefollowingarebasicconceptsusedins ，B.Rights,C. , ervice， al,Whichofthefollowingarebasicconceptsusedins ，B.Rights,C. , ervice， al,Whichoftheseementsaboutandcapa

26、bilitiesisaretypesofserviceassetandcapabilitiesareandcapabilitiesarebothtypesofserviceCapabilitiesaretypesofserviceassetandareNeithercapabilitiesnoraretypesofserviceWithinservicedesign,whatisthekeyndedovertoserviceAMeasurement,methodsandB.ServicedesignC.ServiceportfolioD.sWhatshouldaservicealwaysdel

27、ivertoC. D.39WhichsisresponsiblefortheityegrityofA.ServicecatalogueB.Serviceassetandconfigurationmanagement C.ChangeD.Informationsecurity40 Availability management is directly responsible for the availability of which of IT ITITITandandbusinessC.Componentsandbusiness D.IT,componentsandbusiness41 Wha

28、t type of baseline captures the structure, IT ITITITandandbusinessC.Componentsandbusiness D.IT,componentsandbusiness41 What type of baseline captures the structure, contents and details of the andrepresentsasetoftarerelatedtoeachAConfigurationbaseline B.ProjectCChangeD.Asset42WhichofthefollowingBEST

29、describestheeof s ToprovideachannelforuserstorequestandreceivestandardProvidestherightsforuserstobeabletousearoupofTopreventproblemsandresultingIncidentsfromTodetectsecurityeventsandmakesenseof43WhichofthefollowingarereasonswhyITILITILc。ITIL isvendor。Itdoesnotprescribeactions 3 。ITILrepresentsbestpr

30、actice1 12 ITIL是廠商中立的 ITIL沒有規(guī)定動(dòng)作 ITILWhichoneofthefollowingincludesfourstagescalledPlan,Do,CheckandA. TheDemingBThecontinualserviceimprovementC.Theseven-sD.TheserviceTheconsiderationofvaluecreationisaprincipleofwhichstageoftheserviceAContinualserviceimprovement B. C. Service D.Service46 Which s is r

31、esponsible for dealing with s,TheconsiderationofvaluecreationisaprincipleofwhichstageoftheserviceAContinualserviceimprovement B. C. Service D.Service46 Which s is responsible for dealing with s, comments, and enquiriesfromusers? 哪個(gè)進(jìn)程是負(fù)責(zé)處ServicelevelServiceportfoliomanagement ？C.RequestD.DemandWhich

32、of the following BEST describes partners in the phrase people, productsandpartners? rsmanufacturersandvendors B.Customers C.nternalDThefacilitiesmanagementfunction 48 Which s will perform ysis and review of rs and contracts on regularbasis? ATheservicelevelmanagement BTheITservicecontinuityITCTheser

33、vicecataloguemanagement rD.49 The , ideas, insights and values of individuals are les of which level A.B. C. 50 Which one of the following contains t is passed to service transition enablethe ionofanew AAserviceoption B.AservicetransitionpackageSTP) 一個(gè)服務(wù)轉(zhuǎn)換包STP CAservicedesignpackageSDP) 一個(gè)服務(wù)設(shè)計(jì)包（SDP

34、DAservicecharter 51 Which of the following would commonly be found in a contract undinning an IT service? IT 服務(wù)的合同中找到？1 。larrangements51 Which of the following would commonly be found in a contract undinning an IT service? IT 服務(wù)的合同中找到？1 。larrangementsrelatedtothecontract 有關(guān)合同的財(cái)務(wù)安2 。Descriptionoftheg

35、oodsorservice3 。Responsibilitiesanddependenciesforbothparties 1and2only 1 1and3only 1 3and2only 2 Alloftheabove ServicetransitioncontainsdetaileddescriptionsofwhichChangemanagement,serviceassetandconfigurationmanagement,releaseand Changemanagement,capacitymanagementeventmanagement,servicerequestServ

36、icelevelmanagement,serviceportfoliomanagementserviceassetandconfiguration management 服務(wù)級(jí)別管理，服務(wù)組合管理，服務(wù)資產(chǎn)和配置管理Serviceassetandconfigurationmanagementreleaseanddeploymentmanagement,request fulfillment 服務(wù)資產(chǎn)和配置管理，發(fā)布和部署管理，需求履行53WhichementshouldNOTbepartofthevalueAReducedtotalcostofownership itionforService

37、B.ImprovedqualityofCImprovedServicealignmentwithbusinessgoals D.Betterbalanceoftechnicalskillstosupportlive54Whichswouldbeusedtocomparethetnewerhaveofferedthosetheyhavereplaced? Availabilitymanagement Capacitymanagement Serviceportfoliomanagement Servicecataloguemanagement Considerthefollowing。Chang

38、e。Change3 。Changeadvisoryboard（CAB WhichoneofthefollowingistheBESTdescriptionoftheitemsJobdescriptions Functions Rolesroups 56calationisBESTdescribedA.NotifyingmoreseniorlevelsofmanagementaboutanB. PassinganincidenttopeoplegreaterlevelJobdescriptions Functions Rolesroups 56calationisBESTdescribedA.N

39、otifyingmoreseniorlevelsofmanagementaboutanB. PassinganincidenttopeoplegreaterleveloftechnicalC. Using more senior n sary to resolve an Incident to ain D.Failingtomeettheincidentresolutiontimesspecifiedinaservicelevel57 Whichoneof the followingfunctionswouldberesponsible forthemanagementofadata cent

40、re? 下列哪項(xiàng)職能是負(fù)責(zé)數(shù)據(jù)中心的管理？B.ServiceCApplicationmanagement DFacilities58 Which one of the following would be the MOST useful in to define roles responsibilitiesin RACI RACI IncidentCContinualserviceimprovementCSI)approach 持續(xù)服務(wù)改進(jìn)（CSI）D.TheDeming Informed WhichswillyseincidentoidentifydiscernibleAServicelev

41、elProblemChangeWhichisthecorrectdefinitionofacustomerfacinghichdirectlysupportsthebusinesssesoftcannotbeallowedtofail B. Ahichisnotcoveredbyaservicelevelagreement DAservicenotdirectlyusedbythebusiness WhichoneofthefollowingistheBESTdefinitionofthetermserviceA. A set of hichisnotcoveredbyaserviceleve

42、lagreement DAservicenotdirectlyusedbythebusiness WhichoneofthefollowingistheBESTdefinitionofthetermserviceA. A set of anizational capabilities for providing value to he form B. A group errelated, or independent t form a unified operatingtogetherforacommone。C.Themanagementoffunctionswithinanizationto

43、performcertainD.Unitsanizationswithrolestoperformcertain62WhichofthefollowingisNOTavalidobjectiveofproblemTopreventproblemsandtheirresultantIncidents Torestoreservicetoauser Toeliminaterecurringincidents 63WhichoneofthefollowingisanobjectiveofservicecatalogueNegotiatingandagreeingservicelevelagreeme

44、nt NegotiatingandagreeingoperationallevelagreementsC. ttheservicecatalogueismadeavailabletothoseapprovedtos確保獲的人D.Onlytadequatetechnicalare64 Which of the following ements BEST describes the aims of release and ? A. Tobuild,testanddeliverthecapabilitytoprovidethespecifiedbyservice t each release pac

45、kage specified by service design consists of a set of assetsandserviceB. Totallchangescanbetracked,testedandverifiedifC. Torecordandmanagedeviations,risksandesrelatedtotheneworchangedWhichoneofthefollowingactivitiesarecarriedoutduringtheWheredowanttobe?stepofthecontinualserviceimprovement(CSI) A. Im

46、plementingserviceand simprovements B. ReviewingmeasurementsandC. Creatinga D. wanttobe?stepofthecontinualserviceimprovement(CSI) A. Implementingserviceand simprovements B. ReviewingmeasurementsandC. Creatinga D. Definings66WhichoneofthefollowingcanhelpdeterminethelevelofimpactofaA. Definitivemediali

47、brary（DML B. ConfigurationmanagementsystemCMS) 配置管理系統(tǒng)（CMS C. ementofrequirementsD. Standardoperatingprocedures（ SOR 標(biāo)準(zhǔn)作業(yè)程序（SOP 67Theeffectivemanagementofriskrequiresspecifictypesofaction.Whichof the following pairs of actions would be BEST to manage risk?A. Traininginriskmanagementforallndidentifica

48、tionofB. IdentificationofysisandmanagementoftheuretoC. ControlofuretoriskandinvestmentofD. Trainingofall ndinvestmentof68WhichofthefollowingisanenablerofbestTechnology AcademicresearchernalServicedesignemphasizestheimportanceoftheFourPs.TheseFourincludePartners,sesandoneotherP.Whichofthefollowingisa

49、dditionalP? 服務(wù)設(shè)計(jì)強(qiáng)調(diào)了“四個(gè)P”的重要性。這“四個(gè)P”包括合作伙伴，人，進(jìn)程和另一個(gè)“P” 。下列哪項(xiàng)是這一個(gè)“ P” ？與第七題重復(fù)70 Which of the following is NOT one of the five individual aspects of AThedesignoftheserviceportfolio,includingtheserviceB. ThedesignofneworchangedC. ThedesignofmarketDThedesignofthetechnologyAThedesignoftheserviceportfolio,

50、includingtheserviceB. ThedesignofneworchangedC. ThedesignofmarketDThedesignofthetechnology71WherewouldyouexpectincidentstoAAservicelevelagreementSLA) 服務(wù)級(jí)別協(xié)議（SLA ArequestforchangeTheserviceAservice變更請(qǐng)求（RFC 72Whichofthefollowingprovidevaluetothebusinessfrom1.Enablingtheserviceprovidertohaveaclearunder

51、standingofevelsofservicemaketheirc2. Enablingtheserviceprovidertorespondquicklyandeffectivelytobusiness3hedurationandfrequencyofserviceAll ofthe1and31and2 2and3 1 1 2Whatarethecategoriesofevent heITILserviceoperationInformational,scheduled,Scheduled,unscheduled,Informational,warning,Warning,reactive

52、,A sownerisresponsibleforwhichofthe1.Definingthe.Assistingwith.Improvingthes strategy sdesigns4.Performingallactivitiesinvolvedinas 2,3 and4 Allofthe1,2 and31,2and4 2 ，34 1 ，2 31 2 WhichoneofthefollowingisconcernedwithpolicyandCapacitymanagement ernance Servicedesign Servicelevelmanagement Whichofth

53、efollowingshouldbeconsideredwhendesigningsystemsmethodsandmetrics?WhichoneofthefollowingisconcernedwithpolicyandCapacitymanagement ernance Servicedesign Servicelevelmanagement Whichofthefollowingshouldbeconsideredwhendesigningsystemsmethodsandmetrics?在設(shè)計(jì)測(cè)量系統(tǒng)，測(cè)量方法和測(cè)量指標(biāo)時(shí)應(yīng)考慮下列哪1. The . Thearchitectures

54、 . Theconfigurationitems 4. Theses 1,2 and3 1,3and 42,3 and4Allofthe 1 ，21 ，3 2 ，3 WhichofthefollowingisthebestdefinitionofITserviceITA. ernalservicetisembeddedwithinaB. A complete set of all ation required to deliver world class tocustomers C. TechnicalionofsupportingITinfrastructureITDTheionandman

55、agementofqualityIT tmeet78 Which of the following is service transition planning and support responsiblefor? A. sforservicetransitionB. Coordinatingtheeffortsrequiredtomanagemultiplesimultaneous C. aining policies, standards and s for service transition activities sesD. Detailedplanningofthebuildand

56、testofindividualWhatare inningcontractsused?A. The ofIT orbusinessbyaservice IT B. The ofgoodsand bythird第C. Service ve been agreed n ernal service provider and D. Metricsandcriticalsfactors(CSFs)ernalsupport支持團(tuán)隊(duì)的指標(biāo)及成功的關(guān)鍵因子（CSF IT B. The ofgoodsand bythird第C. Service ve been agreed n ernal service p

57、rovider and D. Metricsandcriticalsfactors(CSFs)ernalsupport支持團(tuán)隊(duì)的指標(biāo)及成功的關(guān)鍵因子（CSF 80 In achievementswould you expect to see an overview of actual Operationallevelagreement(OLA) 運(yùn)營(yíng)級(jí)別協(xié)議（OLA Capacityplan Servicelevelagreement(SLA) 服務(wù)級(jí)別協(xié)議（SLA SLAmonitoringSLA檢驗(yàn)圖（SLAM Whoisresponsibleforperformedaccordingto

58、theagreedttherequestfulfillmenteds is A.The ITIT B. The sC. TheserviceD. TheWhich s is responsible for t appropriate testing place? Knowledgemanagement Releaseanddeploymentmanagement Serviceassetandconfigurationmanagement Servicelevelmanagement 83 Which of the following identify the pure of business

59、 relationship management? 以列哪項(xiàng)確定業(yè)務(wù)關(guān)系管理的目的？1 . To establish and ain a business relationship n service provider customer2. To identifycustomerneedsandtthe serviceproviderisable to meet Bothofthe 1 212D. Neitheroftheabove WhichofthefollowingisthecorrectdefinitionofA. Theresultsspecifictotheclausesinase

60、rvicelevelagreement特指服務(wù)水平協(xié)議（SLA ）Theresultofcarryingoutanactivity,followinga AlltheaccumulatedknowledgeA. Theresultsspecifictotheclausesinaservicelevelagreement特指服務(wù)水平協(xié)議（SLA ）Theresultofcarryingoutanactivity,followinga AlltheaccumulatedknowledgeoftheserviceAllincidentsreportedtotheservicesordeliverin