07-01-ITIL Foundation Examination Sample B_v5.1_CH
11月14日ITIL4foundation认证考试

11月14日ITIL4foundation认证考试您的姓名: [填空题] *_________________________________请输入您的手机号码: [填空题] *_________________________________1.下面哪项通常是通过由 IT 服务、配置项或监视工具创建的通知来确定的? [单选题] *○A.事件○B.问题○C.事态○D.请求2.下列哪项可作为服务价值链的外部输入? [单选题] *○A.“改进”价值链活动○B.整体计划○C.客户需求○D.反馈回路3.下面哪一项描述了如何利用组件和活动创造价值? [单选题] *○A.ITIL服务价值系统 (SVS)○B.ITIL指导原则○C.服务管理的四个维度○D.服务关系4.下面哪项实践建议使用工具进行协调和征兆的自动匹配? [单选题] *○A.问题管理○B.服务级别管理○C.事件管理○D.服务请求管理5.将下面的句子补充完整。
服务台应该是 [?] 与其所有用户之间的切入点和单一联系点。
[单选题] *○A.服务消费者○B.服务提供方○C.客户○D.供应商6.下面哪一项不会作为服务请求来处理? [单选题] *○A.服务质量下降○B.更换墨盒○C.提供笔记本电脑○D.对支持团队的投诉7.下面哪项是变更授权的正确方式? [单选题] *○A.变更日程中的变更均已经过预先授权,无需获得额外授权○B.一般变更应在部署前评估和授权○C.紧急变更应尽可能增加授权人,以降低风险○D.正常变更一般作为服务请求实施并由服务台授权8.最早可何时在“问题管理”中记录临时方案? [单选题] *○A.记录问题后○B.对问题进行优先级排序后○C.对问题进行分析后○D.问题解决后9.变更日程用于下面哪项目的? [单选题] *○A.帮助计划紧急变更○B.帮助授权标准变更○C.帮助协助变更授权○D.帮助管理正常变更10.在应用“保持简单实用”指导原则时,下面哪项是正确的? [单选题] *○A.仅在需要时增加控制和指标○B.先设计控制和指标,然后再移除无法增值的元素○C.设计控制和指标,然后一一添加,直至全部实施○D.仅添加合规要求的控制和指标11.在“持续改进模型”的过程中,实施改进计划的是哪一步? [单选题] *○A.什么是愿景?○B.如何实现愿景?○C.采取行动○D.是否实现?12.下面哪项实践的目的包含管理保密性、完整性和可用性方面的风险? [单选题] *○A.信息安全管理○B.持续改进○C.监视和事态管理○D.服务级别管理13.下面哪项关于变更授权的表述是正确的? [单选题] *○A.变更授权仅用于授权紧急变更○B.每次部署变更均要分配变更授权○C.变更授权仅用于授权正常变更○D.每一类变更和变更模型均要分配变更授权14.下面哪一项用于描述服务是否满足可用性、容量和安全需求? [单选题] *○A.结果○B.价值○C.功用○D.功效15.下面哪个价值链活动考虑了管理服务在符合协定规范方面的重要性? [单选题] *○A.获取/构建○B.交付与支持○C.改进○D.计划16.下面哪项是“服务级别管理”实践的目的? [单选题] *○A.建立和培养组织和其利益相关者之间的关系○B.确保对组织的供应商及其绩效得以适当地管理○C.通过处理所有约定的、用户发起的服务请求,为约定服务质量提供支持○D.就服务级别设定明确的基于业务的目标17.下面哪个维度考虑了数据安全和隐私? [单选题] *○A.组织和人员○B.信息和技术○C.合作伙伴与供应商○D.价值流和流程18.下面哪个指导原则侧重于减少成本和人为错误? [单选题] *○A.专注于价值○B.协作并促进可见性○C.优化和自动化○D.整体思考和工作19.下面哪两项实践与服务台实践的交互最频繁? [单选题] *○A.事件管理和服务请求管理○B.服务请求管理和部署管理○C.部署管理和变更实施○D.变更实施和事件管理20.组织在决策时,七项指导原则将怎样整合到一起? [单选题] *○A.在进行任何决策时平等使用所有指导原则○B.使用一到两个与特定决策最相关的指导原则○C.使用“专注于价值”和一到两个与特定决策相关的其他原则○D.评审各项指导原则以确定其与特定决策的相关程度21.什么是已知错误的定义? [单选题] *○A.服务的意外中断或服务质量的下降○B.一个或多个事件的实际或潜在原因○C.已经过分析但尚未解决的问题○D.对服务或其他配置项 (CI) 的管理有重大意义的状态变更22.“事件管理”实践的目的是什么? [单选题] *○A.通过尽快恢复正常服务运营来最大程度降低事件负面影响○B.了解事件解决方案和服务请求方面的需求○C.通过确定事件的实际和潜在原因,降低事件的可能性和影响○D.通过有效处理所有约定的,用户发起的服务请求来为约定服务质量提供支持23.下列哪项原则重点关注服务消费者? [单选题] *○A.基于当前情况开始○B.优化和自动化○C.保持简单○D.专注于价值24.下面哪个角色负责审批服务成本? [单选题] *○A.用户○B.变更授权○C.赞助方○D.客户25.组织要求利益相关者审核所计划的变更。
泰普提尼理工学院滑雪救援认证证书课程

世界经济愈趋繁荣,具有合适工作技术的人才愈显匮乏。
解决这种问题的根本之道就必须让高等教育所依托的院校专注于弥补地区和国家之间的技术鸿沟。
新西兰泰普提尼理工学院以其独到的特色为职业规划和社会发展提供各取所需的职业技能。
新西兰泰普提尼理工学院的重点不仅在于确保我们的课程安排和学习计划为求职工作或更深层次的学习进修能够起到牵线搭桥的作用,更重要的是,要因地制宜,因材施教。
假如目前您正在渴求一种与众不同的东西,您不妨对新西兰泰普提尼理工学院所提供的涵盖广泛的优质课程和学习计划进行一下了解。
新西兰泰普提尼理工学院有几乎有能力为每位学生量身定做适合自身的求学之路。
新西兰泰普提尼理工学院自始至终就是一个激情澎湃和动力十足的地方,新西兰泰普提尼理工学院完全能够让您获得真正的资质去放眼世界。
新西兰泰普提尼理工学院的西海岸课程方案在在以下几个地区均可开展:Auckland, Matamata, Christchurch, Wanaka and Invercargill。
新西兰泰普提尼理工学院因其注重教学质量而蜚声世界。
滑雪救援队(MECN)滑雪救援认证证书立思辰留学360金牌留学顾问老师介绍,此课程由新西兰泰普提尼理工学院的位于瓦纳卡的新西兰登山教育中心提供。
教学地点设立在瓦纳卡。
主要课程·气象学及登山天气·紧急情况处理·雪崩危害一级管理·雪山爆破训练·救护工具使用·滑雪运动场地危害管理·滑雪巡逻路线·滑雪场地救援绳使用技巧·滑雪场地登山技巧使用·滑雪板及单板改造·稀途旅行安全·季前健康训练入学要求·英语非第一语言的申请人满足雅思成绩最低5.5或者同等水平除非申请人有极为特殊的条件下,可能被破格录取,比如:行业经验、目前就职岗位。
ITIL Foundation exam(模拟题)

Stichting EXINKantoor Janssoenborch, Hoog CatharijneGodebaldkwartier 365, 3511 DT UtrechtPostbus 19147, 3501 DC Utrecht Telephone (030) 234 48 11 Fax (030) 231 59 86 E-mail info@exin.nlInternet http://www.exin-exam.nlITILFoundation Certificate in IT Service Management (ITIL Foundation) Sample ExaminationContents 2 Introduction 4 Sample Questions 14 Answer KeyDistributed in North America by Loyalist College of Applied Arts and TechnologyIntroductionExamination ITIL FoundationCopyright Stichting EXIN, 2001Time 60 minutesNumber of pages 15Place in the Qualification StructureThis is the sample examination for the Foundation Certificate in IT Service Management (ITIL Foundation).Composition of the Sample ExaminationThis sample examination consists of 40 multiple-choice questions. These questions are representative of those asked during an actual examination. The questions are designed to fulfil the examination requirements for the ITIL Foundation module specified in the ITIL, PRINCE2, ISPL and DSDM 2001-2002 examination plan.Each question in this sample examination is multiple choice, with only one correct answer.Distribution of the Questions Across the Examination RequirementsThe 40 questions in this sample examination cover the examination requirements as illustrated in the table below. The questions in the examination are not arranged in the order of examination requirement, but are in random sequence.Examination Requirement Number ofQuestions Question Number in Sample ExaminationGeneral (1, 2) 3 2, 22, 32ITIL processes (3, 4)Service Desk 3 1, 13, 27Incident Management 4 3, 10, 19, 24 Problem Management 5 4, 18, 20, 35, 36 Change Management 6 5, 6, 25, 34, 37, 40 Configuration Management 5 7, 26, 28, 33, 38 Release Management 2 11, 29Service Level Management 3 12, 16, 30 Availability Management 2 17, 39Capacity Management 2 14, 23IT Service Continuity Management 2 8, 21Financial Management for IT Services 1 15Security Management 2 9, 31Literature, Notes and CalculatorWhen taking the examination, you may not use literature, notes or a (pre-programmable) calculator.TimeYou have 60 minutes to complete this examination.Examination ScoringEach correct answer earns 1 point, for a maximum possible score of 40 points. A score of 26 points or more is considered a passing grade.No rights can be derived from this provisional data.Good luck!Sample Questions1 Which of the following is a Service Desk activity?A.to function as the first point of customer contactB.to investigate the cause of disruptions for the customerC.to trace the cause of incidents2 What is the role of ITIL within IT Service Management?A.to provide an approach based on the best examples taken from practiceB.to serve as the international standard for IT Service ManagementC.to serve as the standard model for IT service provisionD.to serve as a theoretical framework for process design3 The network managers have excessive workloads and have no time to proactivelymanage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly.Which ITIL process would improve this situation?A.Change ManagementB.Configuration ManagementC.Incident ManagementD.Problem Management4 Which task is a Problem Management responsibility?A.to co-ordinate all modifications to the IT infrastructureB.to record incidents for later studyC.to approve all modifications made to the Known Error databaseD.to identify user needs and modify the IT infrastructure based on such needs5 The data in the Configuration Management Database (CMDB) can only bemodified after permission is granted to modify the infrastructure.Which process grants such permission?A.Change ManagementB.Configuration ManagementC.Incident ManagementD.Service Level Management6 Which concept is part of Change Management?A.Post Implementation ReviewB.Emergency ReleaseC.Service RequestD.Work-around7 A new networked computer is installed to replace an existing PC. The old PC isinstalled as a print server for the local area network.Which process is responsible for registering this modification in the Configuration Management Database (CMDB)?A.Change ManagementB.Configuration ManagementC.Problem ManagementD.Release Management8 Because of its increased dependency on information systems, a national realty firmdecides that there must be assurances for the provision of IT services following an interruption to the service.Which process should be implemented to provide this assurance?A.Availability ManagementB.IT Service Continuity ManagementC.Service Level ManagementD.Service Management9 Data provided for the financial administration of XYZ must only be accessible toauthorized users. Security Management takes steps to ensure this.By taking these steps, which aspect of data can be ensured?A.AvailabilityB.IntegrityC.StabilityD.Confidentiality10 A computer operator notices the full storage capacity of her/his disk will soon beused.To which ITIL process must this situation be reported?A.Availability ManagementB.Capacity ManagementC.Change ManagementD.Incident Management11 Which activity is a Release Management responsibility?A.to check whether there is any illegal software on computers within theorganizationB.to store the original versions of all authorized software within the organizationC.to register where each software version is available12 For which purpose does Service Level Management use data from the ServiceDesk's incident registration?A.to draw up Service Level Agreements (SLAs)B.to report on the number and nature of incidents that occurred during a specificperiodC.to determine the availability of an IT service using the number of resolvedincidentsD.to analyze, together with other data, in order to determine if the agreed servicelevel is being provided13 The Service Desk has handled 2317 calls this month.What would these calls include?A.modifications to Service Level Agreements (SLAs)B.notices regarding modified Configuration Items (CIs)C.requests to the IT organization for user support14 A steel company is merging with a competitor. The IT departments, along with theIT infrastructures of both companies will be combined.Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure?A.Application ManagementB.Capacity Managementputer Operations ManagementD.Release Management15 Which concept is not part of Financial Management for IT Services?A.BudgetingB.ChargingC.ProcuringD.Pricing16 Service Level Requirements are used in the Service Level Management process.What do these Service Level Requirements represent?A.the customer's expectations and needs regarding the serviceB.what the IT organization expects of the customerC.the conditions required for the Service Level Agreement (SLA)D. a paragraph of the SLA with additional specifications required to execute theSLA17 Which of the following is one of the responsibilities of Availability Management?A.to enter into contracts with suppliersB.to monitor the availability of a charge through systemC.to verify the reliability and the service level of the Configuration Items (CIs)purchased from and maintained by third partiesD.to plan and manage the reliability and availability of IT Service18 A user complains to the Service Desk that an error continually occurs when using aspecific application. This causes the connection with the network to be broken.Which ITIL process is responsible for tracing the cause?A.Availability ManagementB.Incident ManagementC.Problem ManagementD.Release Management19 A serious incident has occurred. The assigned solution team is unable to resolve thisincident within the agreed time. The Incident Manager is called in.Which form of escalation describes the above sequence of events?A.formal escalationB.functional escalationC.hierarchical escalationD.operational escalation20 Which of the following best describes a Problem?A.one or more Known ErrorsB. a known cause of one or more disruptionsC.the unknown cause of one or more incidentsD. a Known Error with one or more incidents21 Which concept is part of IT Service Continuity Management?A.Application SizingB.VulnerabilityC.MaintainabilityD.Resilience22 How does IT Service Management contribute to the quality of IT service provision?A.by recording agreements between internal and external customers and suppliersin formal documentsB.by defining generally accepted norms for service levelsC.by promoting a customer focus among all the employees of the IT organizationD.by planning, implementing and managing a coherent set of processes forproviding IT services23 Performance Management and Resource Management are parts of which process?A.Availability ManagementB.Capacity ManagementC.IT Service Continuity ManagementD.Service Level Management24 An organization has set up an Incident Management Process. In doing so, severalgroups were created to resolve specific incidents. These groups include:-PC Solution Team;-Network Solution Team;-Service Desk;-Specialists’ Group to support the other teams.Within an IT organization, support groups are generally categorized by levels.Select the answer that correctly categorizes the support groups mentioned above.A.0-line Service Deskfirst-line both Solution Teamssecond-line SpecialistsB.first-line Service Desksecond-line PC Solution Teamthird-line Network Solution Teamfourth-line SpecialistsC.first-line Service Desksecond-line both Solutions Teamsthird-line Specialists25 The management of ABC Inc. has insisted that each request for a new workstationinstallation be handled with optimum efficiency and effectiveness.Which ITIL process is designed to achieve this desired outcome?A.Change ManagementB.Customer LiaisonC.Problem ManagementD.Service Level Management26 Which of the following is a Configuration Item (CI)?A. a callB.documentationC.an incidentD. a process27 How does Problem Management support the Service Desk activities?A.It resolves serious incidents for the Service Desk.B.It studies all incidents resolved by the Service Desk.C.It relieves the Service Desk by communicating the resolution directly to theuser.D.It makes information on a Known Error available to the Service Desk.28 Which of the following is a Configuration Baseline?A.the standard configuration for the Configuration Management Database(CMDB)B. a description of a standardized Configuration Item (CI)C. a set of CIs that is delivered onceD. a recorded snapshot of a product or service, to provide a basis for aconfiguration audit and regression29 Which of the following is the role of the Definitive Software Library (DSL) in theRelease Management process?A. a physical storage area for the original versions of all authorized software in useB. a reference manual that includes all software documentationC. a registration tool for all software itemsD. a type of Configuration Management Database (CMDB) for software30 Your Network Department has made an agreement with an external organization inorder to fulfil an agreement with its internal customer.Where would the agreement with the external organization be specified?A.Operational Level Agreement (OLA)B.Service Level Agreement (SLA)C.Service Level Requirement (SLR)D.Underpinning Contract (UC)31 How does Availability Management work with Security Management?A.by making agreements on the availability of the Security DatabaseB.by making agreements on the security of the Availability DatabaseC.by establishing the security boundaries based on the availability requirementsD.by implementing the measures specified by Security Management for securingthe data32 Which question is being answered when an organization specifies its vision andbusiness objectives?A.How do we get where we want to be?B.How do we know we have arrived?C.Where do we want to be?D.Where are we now?33 Which task is the responsibility of Configuration Management?A.convening the Configuration Advisory BoardB.physically managing software itemsC.installing equipment at the workplaceD.recording the relations between Configuration Items (CIs)34 After the requisite search, the common cause of a series of incidents is found. Thisresults in a Known Error.In the sequence of things, what should happen after the Known Error has beendeclared?A.All incidents must be resolved as quickly as possible.B.The error must be resolved using a change.C.The error must be included in the Configuration Management Database(CMDB).D.The problem must be identified.35 What is the primary task of Error Control?A.to figure out the details for work-aroundsB.to resolve Known Errors through the Change Management processC.to recognize and register Known ErrorsD.to register and manage Known Errors36 Which ITIL process is associated with a Post Implementation Review?A.Application ManagementB.Incident ManagementC.Problem ManagementD.Release Management37 When processing a Request for Change (RFC), the Change Manager initiates anumber of activities.Which action is required if this involves a complex change?A.The Change Manager reports the change to Problem Management.B.The Change Manager reports the change to Incident Management.C.The Change Manager presents the change to the Change Advisory Board.D.The Change Manager presents the change to the IT Manager.38 What is the difference between Asset Management and ConfigurationManagement?A.Asset Management only deals with what you own; Configuration Managementdeals with everything in your infrastructure.B.Asset Management is a superset of Configuration Management, as it includesnon-IT assets such as chairs and tables.C.Asset Management deals with the financial aspects of Configuration Items;Configuration Management only deals with the technical details of theinfrastructure.D.Configuration Management goes much further than Asset Management,because it also specifies the relations between the assets.39 Which ITIL process uses Mean Time Between Failures (MTBF)?A.Availability ManagementB.Capacity ManagementC.IT Service Continuity ManagementD.Service Level Management40 A company sets up an Intranet for its graphic design workstations. The bandwidthmust be increased because of the high volume of illustrations sent over the network.Which ITIL process is responsible for approving the implementation of increasedbandwidth?A.Capacity ManagementB.Change ManagementC.Availability ManagementD.Problem ManagementAnswer KeyExamination ITIL FoundationThe EvaluationExamination ResultsA maximum of 40 points can be earned on an ITIL Foundation examination.A score of 26 points or higher is considered a passing grade.The following table relates the number of points earned to a grade.Failed Number of Passed Number ofPoints Earned Grade Points Earned Grade 0 – 11 1 26 – 29 612 – 15 2 30 – 32 716 – 18 3 33 – 36 819 – 22 4 37 – 39 923 – 25 5 40 10Sample ExaminationThe table below shows the correct answers to the questions in this sample examination.number answer points number answer points1A 1 21 B 12A 1 22 D 13 C 1 23 B 14 C 1 24 C 15 A 1 25 A 16 A 1 26 B 17 B 1 27 D 18 B 1 28 D 19 D 1 29 A 110 D 1 30 D 111 B 1 31 D 112 D 1 32 C 113 C 1 33 D 114 B 1 34 B 115 C 1 35 B 116 A 1 36 C 117 C 1 37 C 118 C 1 38 D 119 C 1 39 A 120 C 1 40 B 1。
ITILV3认证体系

最新ITIL V3认证体系ITIL V3自2007年5月发布以来,已经逐步被业界认可并接受,想了解和学习ITIL V3的单位和个人也越来越多。
为此,我们觉得有必要把ITIL V3的认证(课程)体系给大家介绍一下。
图一:ITIL V3认证体系 如图一所示,ITIL V3的认证由四个级别构成。
它们分别是最下面红色背景的基础认证(Foundation ),中间绿色、灰色和粉红色背景的中级认证(Intermediate ),上面黑色背景的专家认证(ITIL Expert )和最上面蓝色背景的大师认证(ITIL Master )。
但是,大师级别的认证目前还在开发中,还不可用。
ITIL V3的认证采用学分制,要拿到ITIL Expert 的认证,需要22个学分。
■ITIL V3的基础认证对应一门课程和一门考试,课程和考试信息如下: 1、课程名称:ITIL V3初级课程_基础(ITIL V3 Foundation )课程长度:脱产班3天(18小时,含考试),周末班2天(15小时,不含考试)考试名称:ITIL V3 Foundation考试时间:1小时(60分钟)考题数量:40道单项选择题,答对26道题(65%)通过S h a r e d b y L e a r Z h a n g■ITIL V3的中级认证比较复杂,它分为两个层次,一共10门课程(考试)。
由两个模块组成,一个是能力模块(Capability Modules ),有四门课程(考试);一个是生命周期模块(Lifecycle Modules ),有五门课程(考试)。
第二个层次(也可以认为是高级课程)是一门跨生命周期的课程(考试),内容覆盖ITIL V3的五本核心书籍。
ITIL V3中级(第一层次)能力模块的四门课程(考试)信息如下: 1、课程名称:ITILV3中级课程_能力模块_运营支持与分析(OSA) 课程长度:脱产班5天(30小时,含考试),周末班4天(30小时,含考试)考试名称:ITIL ® V3 Intermediate Capability Stream: OPERATIONAL SUPPORT AND ANALYSIS (OS&A) 考试时间:90分钟(针对英语为母语的人群),120分钟(针对英语为非母语的人群) 考题数量:8道单项选择题(场景题),每题满分5分(4个答案对应的得分为5、3、1、0),整个卷面的满分为40分,28分(70%)通过。
itil证书 分类

itil证书分类
ITIL证书主要分为以下几个级别:
1. ITIL基础证书(ITIL Foundation):这是ITIL框架中最基本的证书,是进入ITIL框架的门槛。
它涵盖了ITIL框架的基本概念、ITIL服务生命周期的各个阶段、ITIL最佳实践以及ITIL框架的实施与管理等。
考试形式为选择题,考试时限为1小时。
2. ITIL实践证书(ITIL Practitioner):这是ITIL框架中的中级证书,需要在ITIL基础证书的基础上进一步深入学习ITIL框架,掌握更多的ITIL最佳实践。
培训内容包括ITIL框架中的各个流程、ITIL框架中的工具与技术、ITIL框架中的实施与管理等。
考试形式为选择题,考试时限为1小时30分钟。
3. ITIL中级证书:包括管理模块4个证书,战略模块2个证书。
希望上述信息能帮您解决问题。
如果还有其他问题,请随时告诉我。
itil证书 分类 -回复

itil证书分类-回复"ITIL证书分类"ITIL(Information Technology Infrastructure Library)是一套全球通用的IT服务管理的最佳实践框架,旨在提高企业IT服务的效率和质量。
ITIL 证书则是对ITIL框架的掌握和实践能力的认可。
本文将详细介绍ITIL证书的分类,并逐步回答相关问题,帮助读者了解各种ITIL证书的特点和应用。
第一步:ITIL基础证书(ITIL Foundation Certificate)ITIL基础证书是所有ITIL证书的基础,也是进入ITIL认证体系的第一步。
该证书不涉及实际操作,而是着重介绍ITIL框架的核心概念、原则和术语。
ITIL Foundation Certificate通常包括以下内容:1. ITIL的历史和发展背景:介绍ITIL的起源,以及ITIL如何成为全球使用最广泛的IT服务管理框架。
2. ITIL框架的核心概念:详细介绍ITIL的五个核心书(Service Strategy、Service Design、Service Transition、Service Operation、Continual Service Improvement)以及服务生命周期。
3. ITIL的关键术语和定义:解释ITIL中常用的术语和定义,以帮助学员理解和运用ITIL框架。
ITIL基础证书适合任何对IT服务管理感兴趣的人士,无论其是否担任IT 服务管理相关角色。
通常,ITIL基础证书考试由多项选择题组成,学员需要通过一次考试即可获得该证书。
第二步:ITIL中级证书(ITIL Intermediate Certificate)ITIL中级证书是进一步深入研究和应用ITIL框架的证明。
在ITIL中级证书中,学员可以选择不同的模块,根据自己的兴趣和需求进行学习。
以下是ITIL中级证书的一些最常见的模块:1. ITIL中级证书:服务策略(ITIL Intermediate Certificate: Service Strategy):该模块涵盖了制定和实施与业务目标和需求相一致的服务策略的重要概念和技术。
itil foundation证书考试内容

ITIL Foundation证书考试内容主要包括以下几个方面:
1. IT服务管理基础:这部分内容主要包括IT服务管理的概念、原则和最佳实践,以及IT服务管理的生命周期。
2. 服务战略:这部分内容主要包括服务战略的制定和实施,以及如何通过服务战略支持组织的商业目标。
3. 服务设计:这部分内容主要包括服务设计的概念和原则,以及如何设计和实施有效的IT 服务。
4. 服务过渡:这部分内容主要包括服务过渡的概念和原则,以及如何管理和控制服务过渡的过程。
5. 服务运营:这部分内容主要包括服务运营的概念和原则,以及如何管理和控制服务运营的过程。
6. 持续服务改进:这部分内容主要包括持续服务改进的概念和原则,以及如何实施和管理持续服务改进的过程。
以上内容都是ITIL Foundation证书考试的重要组成部分,考生需要对这些内容有深入的理解和掌握。
itilfoundationv3专业考试题库

EX0-101 ITIL FoundationExam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customers in the formof servicesB. A group of interacting, interrelated, or independent components that form a unified whole,operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a releaseAnswer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customers Answer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a major disruption ordisasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and building areprotected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved for implementation Answer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-daybasisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether theservice isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impacted anyusersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurringIncidentsD. Incident Management has found a workaround but needs some assistance in implementingitAnswer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or being preparedfordeployment; the Service Portfolio only has information about services which are beingconsidered for futuredevelopmentB. The Service Catalogue has information about all services; the Service Portfolio only hasinformationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only hasinformationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB. Change Management, Capacity Management Event Management, Service RequestManagementC. Service Level Management, Service Portfolio Management, Service Asset andConfigurationManagementD. Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration ManagementSystemC. The Configuration Management System is part of the Service Knowledge ManagementsystemD. The Configuration Management System is part of the Configuration Management Database Answer: CQUESTION 32Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AQUESTION 33Which of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who know when aservice hasbeen disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruption tonormal service.This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reporting Service DeskactivityD. Incidents reported by technical staff must be logged as Problems because technical staffmanageinfrastructure devices not servicesAnswer: BQUESTION 34What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before a workaround canbe foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customersatisfactionD. Failing to meet the Incident resolution times specified in a Service Level AgreementAnswer: AQUESTION 38Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the ChangeManager without aChange Advisory Board (CAB) meetingAnswer: AQUESTION 39Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to request themB. To update the Service Catalogue with services that may be requested through the ServiceDeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 43Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 45Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 48Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 50What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media Configuration Items (CIs)are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-ups are storedandprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 58Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 59Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the businessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 61Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for a particular type ofchange.D. The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by Service Designand that willaccomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a set ofrelated assets andservice components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changed service Answer: AQUESTION 68Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in the delivery ofservice tocustomersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technical expertiseand overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to Service TransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate the solution;ContinuallyImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do wekeep themomentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement theplan; Checkthe plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?Answer: DQUESTION 76Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 77A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 78What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches suchas local orremoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 79What is the objective of Access Management?A. To provide security staff for Data Centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To manage access to the Service Desk。
- 1、下载文档前请自行甄别文档内容的完整性,平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益,请联系客服反馈,我们会尽快为您处理(人工客服工作时间:9:00-18:30)。
ITIL®基础考试样题 B, 版本号 5.1多项选择题说明1.共40道题目2.所有答案应填写在表格中3.考试时间:60分钟4.答对26题以上(即达到65%的合格率)即通过考试© The Official ITIL Accreditor 2012. Swirl Logo™ 是 Cabinet Office (英国政府内阁办公室)的商标.1. 当商讨服务级别协议(SLA)时,下列哪些流程作为服务级别管理(SLM)的输入需要被考虑?a) 其它所有ITIL流程b) 仅容量(Capacity)管理和可用性(Availability)管理c) 仅事件(Incident)管理和问题(Problem)管理d) 仅变更(Change)管理以及发布和部署管理2. 下列关于标准变更(Standard Change)表述中错误的是?a) 由变更(Change)管理预授权b) 遵照程序(Procedure)或作业指导书(Work Instruction)c) 低风险的d) 需要尽快实施3. 下列关于服务台(Service Desk)表述中正确的是?1. 服务提供方和用户间的单一联系点2. 负责管理事件(Incident)和服务请求(Service Request)3. 一个服务管理流程4. 服务台人员应尝试尽快地恢复服务a) 以上都是b) 仅1、2和4c) 仅2和4d) 仅2和34. 下列关于职能(Function)表述中正确的是?1. 可能包含工具2. 使用资源用于执行一个或多个活动的一组人员3. 一个或一组能执行多种职能(Functions)的人4. 与流程相比,实施费用将更高a) 仅1、2和3b) 仅1、2和4c) 以上都是d) 以上都不是5. 下列哪项是设施(Facilities)管理中活动的最佳描述?a) IT服务管理被看作‘功用(Utilities)’,例如打印机或网络访问b) 为IT运营(Operations)中管理IT服务的方法和工具提供建议和指导c) IT物理环境的管理,例如数据中心或机房d) 购买和维护IT运营人员用于运维IT基础设施的工具6. 下列哪个流程协助识别解决与服务或组件性能(performance)有关的事件(Incident)和问题(Problem)?a) 容量(Capacity)管理b) 供应商(Supplier)管理c) 技术(Technology)管理d) 变更(Change)管理© The Official ITIL Accreditor 2012. Swirl Logo™ 是 Cabinet Office (英国政府内阁办公室)的商标.7. 下列哪项关于已知错误数据库(KEDB)的描述是最正确的?a) 已知错误数据库(KEDB)与服务知识管理系统(SKMS)是同一数据库b) 在事件(Incident)诊断阶段,为加快解决进程应使用已知错误数据库(KEDB)c) 注意要避免已知错误数据库(KEDB)中的重复记录。
通过为更多技术人员(Technicians)开通创建新记录的权限来实现d) 仅限服务台(Service Desk)人员访问已知错误数据库(KEDB)8. 下列哪项关于关键绩效指标(KPIs)和指标(Metrics)的表述是正确的?1. 服务指标测量端到端(End-to-end)的服务2. 每个关键绩效指标(KPI)都与关键成功因素相关3. 指标被用于识别(Identify)改进机会4. 关键绩效指标(KPIs)是定性与定量相结合的a) 仅1b) 仅2和3c) 仅1、2和4d) 以上都是9. 下列哪项用于维护所有服务组件(Components)之间的关系?a) 容量(Capacity)规划b) 最终介质库(DML)c) 配置管理系统d) 服务级别协议(SLA)10. 客户对新服务的请求(Request)应该要履行(fulfil)吗?a) 如果是外部客户,要履行,因为他们为服务付费b) 如果是内部客户,不一定履行,因为他们不一定为服务付费c) 不一定履行,服务提供方的职责是请求履行前,实施尽职调查(DueDiligence)d) 要履行,服务提供方应该确保对新服务的所有请求都被履行11. 下列哪项或哪些项的表述是正确的?1. 问题(Problem)管理通过为服务台(Service Desk)提供已知错误,加快事件(Incident)的解决2. 问题管理是服务级别管理(SLM)关于变更影响的唯一信息源a)仅1b)仅2c)以上都是d)以上都不是12. 通过监测工具检测出一个系统失效(Failure),而系统支持现场(Live)IT服务。
事件(Incident)应该在什么时候提出?a) 只有当用户察觉到失效的时候b) 如果技术员之前曾发现过并有规避措施(Workaround),则不需提出事件c) 只有当失效导致服务级别违背的时候d) 立即提出,以限制或阻止对用户的影响13. 在服务管理项目中下列哪些项被看作是利害干系人(Stakeholders)?1. 用户(User)2. 客户(Customer)© The Official ITIL Accreditor 2012. Swirl Logo™ 是 Cabinet Office (英国政府内阁办公室)的商标.3. 供应商(Supplier)4. 职能(Function)a) 仅1和2b) 仅3和4c) 仅2和4d) 以上都是14. 下列哪些活动是服务资产和配置管理确保执行的?1. 配置项(CIs)的识别2. 为配置项定基线3. 配置项的变更得到控制a) 以上都是b) 仅1和2c) 仅1和3d) 仅2和315. 当设计服务解决方案时,应考虑服务设计(SD)的哪些方面?1. 测量方法和指标(Metrics)2. 管理信息系统和工具3. 技术架构4. 所需的流程a) 仅1和2b) 仅2和3c) 仅2、3和4d) 以上都是16. 下列哪项表述对所有流程都是正确的?a) 定义流程设计中的功能(Function)b) 交付结果(Results)给客户或利害干系人(Stakeholder)c) 由外部服务提供方实施来支持客户d) 负责特定成果(Outcomes)的组织单元17. 下列哪个流程主要负责打包(Packaging)、构建(Building)、测试和部署服务?a) 转换规划和支持b) 发布与部署管理c) 服务资产与配置管理d) 服务目录管理18. 下列哪项是规避措施(Workaround)的最佳范例?a) 技术人员安装脚本(Script)临时链接到另一种打印机打印,直到彻底修复b) 技术人员尝试多种方法来解决事件(Incident)。
其中有一个奏效,但不知道是哪个c) 用户向服务台报告事件后,在问题被识别和解决的同时,用户做其他工作d) 一个设备断断续续地运行,技术人员来诊断事件,可使用户设备在性能不高的情况下继续使用19. 下列哪些领域可以有益于技术?1. 请求管理(Request)© The Official ITIL Accreditor 2012. Swirl Logo™ 是 Cabinet Office (英国政府内阁办公室)的商标.2. 服务目录管理3. 检测(Detection)和监控4. 设计和建模a) 仅1、2和3b) 仅1、3和4c) 仅2、3和4d) 以上都是20. 下列哪项关于戴明环(Deming Cycle)阶段是正确的?a) 策划、测量、监控、报告b) 策划、检查、再处置(Re-Act)、实施(Implement)c) 策划、实施(Do)、处置(Act)、审核d) 策划、实施、检查、处置21. 下列哪两个流程更多涉及通过谈判协商合同以支持连续性计划(Continuity Plan)的恢复能力的提供?a) 服务级别管理(SLM)和容量(Capacity)管理b) 供应商(Supplier)管理和服务级别管理c) IT服务连续性管理(ITSCM)和服务级别管理d) IT服务连续性管理和供应商管理22. 下列哪项是对事件模型(Incident Model)的最佳定义?a) 模板定义事件日志的形式,用于报告事件b) 事件类型涉及一个配置项(CI)的标准(或模型)c) 处理已知类型事件时应遵循的一系列预先定义步骤d) 容易解决的事件23. 哪些角色在RACI模型中定义?a) 负责(Responsible)、承担责任的(Accountable)、咨询(Consulted)、知会(Informed)b) 负责、可达到的(Achievable)、咨询、知会c) 现实的(Realistic)、承担责任的、咨询、知会d) 负责、承担责任的、纠正(Corrected)、知会24. 服务生命周期的哪个阶段决定了应该提供什么样的服务以及提供给谁?a) 持续服务改进(CSI)b) 服务运营c) 服务设计d) 服务战略25. 下列哪项为持续服务改进(CSI)提供指导?1. 如何提高流程的效率(Efficiency)和效果(Effectiveness)2. 如何提高服务3. 服务生命周期各阶段的改进(Improvement)a) 仅1和2b) 仅1和3c) 仅2和3d) 以上都是© The Official ITIL Accreditor 2012. Swirl Logo™ 是 Cabinet Office (英国政府内阁办公室)的商标.26. 下列哪项是在《ITIL服务设计》出版物中描述的服务级别协议(SLA)类型?a) 基于优先级(Priority)的服务级别协议b) 基于技术的服务级别协议c) 基于地点(Location)的服务级别协议d) 基于客户的服务级别协议27. 下列哪项是对事态(Event)的最佳定义?a) 超出性能阈值(Threshold)并影响到约定(Agreed)的服务级别b) 状态(State)变化对IT服务管理有重要意义c) 生成多个事件(Incident)报告的已知系统缺陷(Defect)d) 客户与IT人员的宣布新服务或改进项目的计划会议28. 下列哪项是定义服务价值的最适合利害干系人(Stakeholder)?a) 客户b) IT高级管理人员c) IT服务的财务管理人员d) 供应商29. 下列哪项应被看作一个事件(Incident)?1. 在服务期间用户不能访问服务2. 在服务期间授权的IT员工不能访问服务3. 网络组件失效(Fail)但用户未察觉到服务中断(Disruption)4. 用户向服务台报告应用性能降低a) 以上都是b) 仅1和4c) 仅2和3d) 以上都不是30. 下列哪项关于变更模型(Change Model)的表述是正确的?a) 变更模型不适用于紧急变更b) 当重大变更需要时应该构建一个变更模型c) 变更模型定义处理特定类型的变更应采取的步骤d) 升级程序不属于变更模型的范围31. 持续服务改进(CSI)方法采用大量技术(Techniques)。