最新ITIL-Foundation模拟题-中文分类版
ITIL Foundation V2考试模拟题一、基本概念类（6道题）1、描述一个ITIL流程需要一些确定的信息，这其中包括“目标”和“输出”，其它还有什么呢？（A）A.活动（Activities）B.授权C.环境D.配置管理数据库（CMDB）2、下列哪一项任务是每一个流程经理都关注的？（A）A.确保流程顺畅、平稳地运行B.与用户签署服务级别协议C.归档数据到问题管理流程D.对事件进行跟踪3、在什么地方你可以得到所有IT服务的概况？（B）A. 运行级别协议（OLA）B. 服务目录（Service Catalog）C. 服务级别协议（SLA）D. 服务窗口Service Window4、当一个IT服务供应商接受并采纳ITIL最佳实践之后，他们所得到的最大收益是什么？（D）A. 以“面向项目”的方式开展工作B. 有一个集中的服务台C. 使这个机构更“面向客户”D. 以“面向流程”的方式开展工作5、ITIL描述了IT服务管理的流程，在描述流程时，最常用的术语是什么？（D）A. 实现每一个流程的费用B. 严格地说，活动如何必须被执行C. 流程怎样才能与IT架构相适应D. 目标、活动、输入和输出6、在搭建一个流程时，下列哪项不是必须的？（A）A. 流程所有者B. 输入C. 目标D. 期望的结果（输出）二、服务台（10道题）1、服务台应该对下列哪些应用程序提供支持？（D）A. 安装在终端用户系统上的所有应用程序B. 经问题管理流程同意并安装的应用程序C. 由服务台测试和更新的应用程序D. 经变更管理授权安装的应用程序2、下列哪一个术语被用来描述路由或传递一个事件到另一个解决问题小组？（B）A. 分类B. 升级C. 注册D. 优先级3、下列哪一项是服务台的任务？（A）A. 开始一个升级过程B. 搞清客户的需求，然后调整服务级别协议C. 通过查找潜在原因来解决事件D. 正式批准变更请求（RFCs）4、当一个事件被报告到服务台的时候，什么信息应该被记录下来？（A）A. 事件报告人的名字B. 处理问题的人的名字C. 批准变更请求（RFC）的人的名字D. 被授权在配置管理数据库（CMDB）中实施改变的人的名字5、不同类型的事件（Events）被报告到服务台，下列哪个事件属于突发事件（Incident）？（C）A. 到伦敦的火车的出发时间B. 关于手册在哪里的一个请求C. 一个打印机不能工作的报告D. 一个关于安装新办公软件的请求6、什么流程与服务台的关系最密切？（C）A. 变更管理B. 配置管理C. 事件管理D. 服务级别管理7、谁负责跟踪和监视由实施变更而导致的事件？（C）A. 变更经理B. 问题管理团队C. 服务台成员D. 服务级别经理8、什么是分布式服务台？（B）A. 分布在几个地方，但有一个统一的知识库B. 分布在多个地方的服务台C. 在一个地方提供每天24小时服务的服务台D. 处理技术和功能两种呼叫的服务台9、一个用户忘了他的口令并向服务台请求重置口令，这属于什么类型的请求？（C）A. 一个信息请求B. 一个变更请求（RFC）C. 一个服务请求D. 一个标准变更10、为什么说服务台尝试连接一个事件到一个“已知错误”是很重要的？（B）A.因为这是ITIL管理模式的一部分B.因为这意味着事件能够被更快地解决C.因为这允许事件被更好地跟踪D.因为如果不这样的话，问题管理就不能工作三、突发事件管理（7道题）1、下列哪一项不作为事件（Incident）看待？（B）A. 关于服务台服务的一个抱怨B. 一个标准变更请求C. 一个宕机报告D. 一个关于某应用程序如何工作的询问2、哪个流程让用户知道发生了故障？（B）A. 可用性管理B. 事件管理C. 问题管理D. 服务级别管理3、哪个流程确保服务中断能够被尽快诊断出来？（B）A. 变更管理B. 事件管理C. 问题管理D. 服务级别管理4、下列哪个因素部分决定了事件的优先级？（C）A. 需要的资源B. 种类C. 影响D. 客户的期望5、背离服务的标准操作的代名词是什么？（B）A.功能请求B.事件C.问题D.服务请求6、哪个流程负责报告由于软件变更而导致的软件故障?(B)A.变更管理B.事件管理C.问题管理D.服务级别管理7、下列哪一项不是记录事件的目的？（D）A.识别问题B.产生管理信息C.匹配事件D.更新事件数据库四、问题管理（13道题）1、当问题管理已经找出了一个问题的原因并给出一个变通方案后，接下来的事情是？（C）A. 一个变更请求B. 一个解决的问题C. 一个已知错误D. 一个或多个解决的事件2、问题管理与事件管理有什么不同？（C）A.事件管理看重记录而问题管理不是B.问题管理看重服务的恢复，事件管理看重找出原因C.事件管理看重服务的恢复，问题管理看重找出原因D.问题管理创建报告而事件管理不创建3、哪个流程或功能保证以清除IT基础设施内存在的错误为目标的变更请求被提交？（C）A. 变更管理B. 配置管理C. 问题管理D. 服务台4、一个用户向服务台抱怨：他在使用某个应用程序时，老出现不能打印文档的问题，而其他的应用程序都没有这个问题。
哪个流程负责找出这个问题的原因？（D）A. 可用性管理B. 变更管理C. 事件管理D. 问题管理5、哪个流程侧重于跟踪或找出复发错误的原因并归档它们？（C）A. IT服务连续性管理B. 已知错误管理C. 问题管理D. 服务级别管理6、事件的错误控制和趋势分析是哪个流程的活动？（C）A. 可用性管理B. 事件管理C. 问题管理D. 服务级别管理7、问题管理的活动之一就是分析配置管理数据库（CMDB）中的历史事件和问题数据，以便发现趋势。
问题管理的哪个方面完成这个任务？（C）A. 错误控制B. 找出根本原因C. 潜在问题管理D. 问题控制8、下列哪个指示器（indicator）是问题管理流程中表示绩效（performance）的指示器？（C）A. 编辑问题报告所需要的时间B. 实施解决方案所需要的时间C. 解决问题所需要的时间D. 记录问题所需要的时间9、什么是一个已知错误？（C）A. 经常发生的一系列事件B. 一个已经解决的问题C. 一个已经知道原因并采取变通方案的问题D. 一个不能匹配的问题10、哪个流程负责建立和维护一个“已知错误”数据库？（D）A. 变更管理B. 事件管理C. 配置管理D. 问题管理11、问题管理流程一个可能的输出是什么？（D）A.一个服务级别协议B.一个修改的配置项（CI）C.一个风险分析D.一个变更请求12、问题管理中错误控制的职责是什么？（B）A.跟踪问题B.管理已知错误C.找出问题的根源D.实现一个清除错误的解决方案E.13、下列哪一项属于潜在问题管理?(B)A.分析已经报告上来的事件并找出其潜在的原因B.分析趋势并识别潜在的事件C.提供二线支持D.给出能力计划五、配置管理（14道题）1、下列哪个流程向问题管理提供有关IT基础架构的报告？（C）A.IT服务财务管理B.变更管理C.配置管理D.事件管理2、哪个流程提供有统一命名规则的IT基础架构信息？（B）A. 变更管理B. 配置管理C. 发布管理D. 服务级别管理3、下列哪一项是配置管理的任务？（C）A. 监视基础架构的能力B. 监视软件模块（软件CIs）C. 监视配置项之间的关系D. 监视变更的状态4、哪个流程负责提供IT基础架构的信息，以便去调用其它的流程？（C）A. 能力管理B. 变更管理C. 配置管理D. 问题管理5、下列哪一个是配置项（CI）？（C）A. 事件B. IT人员C. 组织结构图D. 流程6、下面的哪个流程与发布管理的关系最密切？（C）A. 可用性管理B. 能力管理C. 配置管理D. 服务级别管理7、哪个流程负责记录IT基础架构中各个组件之间的逻辑关系和物理关系？（B）A. 可用性管理B. 配置管理C. 发布管理D. 事件管理8、哪个流程向变更管理提供输入，以便评估变更所带来的影响？（A）A. 配置管理B. 事件管理C. 问题管理D. 发布管理9、什么是一个配置基线？（A）A. 一个CI或一组CI在某个时间点的快照（snapshot），它可以被作为一个参照点B. CI的级别C. 配置项（CI）之间的关系（如父-子关系）D. 测试新软件的起始点10、什么是配置管理流程中“控制”活动的一个例子？（D）A. 检查CI的生命周期B. 在CMDB中注册所有的组件C. 执行审核以检查CMDB是正确的D. 确保CMDB的内容是最新的11、哪个流程负责保持配置管理数据库（CMDB）是最新的？（B）A. 变更管理B. 配置管理C. 事件管理D. 发布管理12、配置管理向一个组织的IT管理提供什么信息？（B）A. 是否偏离了约定的服务级别B. IT基础架构的增长情况C. 每种事件的数量D. 每个部门花费在调查和诊断上的时间13、一个变更导致一个IT元素的修改，下列哪个术语最好地描述了被修改的元素？（B）A.一个开发的应用程序B.一个配置项（CI）C.一个服务D.一个部署的架构14、下列哪一项是配置项（CI）的例子？（A）A. 服务目录B.序列号C.一个服务器的位置D.一个支持合同（UC）的提供商六、变更管理（14道题）1、变更的实施后评估（PIR）要求什么样的结果？（A）A. 变更是否达到了预定目标B. 注册在配置管理数据库（CMDB）中的CI是不是得到了更新C. IT部门对变更的实施是否满意D. 这次变更与那些配置项（CIs）相关2、哪一个变更管理的活动表明一个已经接受的变更请求的优先级和种类？（A）A. 分类B. 协调C. 注册D. 时间安排3、哪一个流程负责协调许多工作站的重新部署？（A）A. 变更管理B. 配置管理C. 发布管理D. IT基础架构管理4、为了解决一个服务的问题，一个针对软件包的变更必须被实施。
哪个流程必须批准去实施这个变更？（A）A. 变更管理B. 配置管理C. 事件管理D. 问题管理5、一个变更请求（RFC）中必须要包含什么信息？（A）A. 对有关配置项（CIs）的描述和识别B. 有关业务中断的日期和时间的通知C. 所涉及配置项（CIs）的数量D. 所涉及问题的类型6、问题管理已经向变更管理提交了一个变更请求（RFC），要求替换所有桌面计算机上X品牌Y型号的硬盘。
要实施这个变更，接下来应该做什么？（A）A. 接受变更请求、日程安排、搭建环境、测试、实施、回顾、完成B. 实施和测试、记录、报告、回顾、完成C. 记录、实施、测试、完成、报告D. 日程安排、实施、测试、回顾7、万一出现针对IT基础架构的复杂变更，变更经理应该召集哪个小组的人员开会？（A）A. 变更顾问委员会（CAB）B. 管理团队C. 问题管理D. 服务管理8、下列哪一个活动决定一个变更的优先级和种类？（B）A. 接受一个变更请求B. 分类一个变更请求C. 计划一个变更D. 登记一个变更请求9、谁负责保证在变更期间安全措施仍然有效？（B）A. 董事会B. 变更经理C. 发布经理D. 安全经理10、哪个流程负责检查关于IT基础架构的变更请求是否合理、可行以及必须？（A）A. 变更管理B. 配置管理C. 能力管理D. 服务级别管理11、由于各种各样的原因，IT服务连续性计划常常被忘记并且不能及时更新。
ITIL中文100问
ITSM知识中英100问ITIL®认知什么是ITIL？ITIL（IT infrastructure Library）最初是由英国中央计算机和电信局CCTA（现在已经并入英国商务部OGC）于20世纪80年代开发出的一套IT服务管路标准库，它是有关IT服务管理的一个最佳实践框架，现在已成为国际IT服务管理领域的事实标准。
ITIL强调基于“以流程为中心、以客户为导向”的IT 管理理念，将传统的IT管理活动按照流程的方式重新加以组织，并强调根据客户的业务需求提供质量可靠、成本合理的IT服务。
V2和V3的主要区别是什么？ITILv3与v2的主要区别，在于引进服务生命周期（Service Life Cycle）模型，并提供许多丰富的新资源，让ITIL不再只是提到“做什么”，而是明确说明“怎么做”，加强与COBIT、CMMI、Sigma等标准的结合等，并让企业可以根据自己的业务，按需要设计并实施适合自己的ITIL应用。
ITIL与ITSM的关系？ITSM从宏观角度可以理解为是一个领域或行业；从中观的角度可以理解为是一种IT管理的方法论；从微观角度可以理解为是一套协同运作的流程。
就微观层次来讲，ITSM作为一种全新的IT管理理念和方法论，通过一套协同运作的流程，可以帮助IT部门以合理的成本提供更高质量IT服务。
ITIL是IT服务管理领域的一个最佳实践框架，但ITIL并不等于就是ITSM。
ITIL v3有哪些网络资源？ITIL官方更新网站是，更新周期是每两个星期。
更多相关资源请浏览以下网站。
OGC ITIL V3 FAQ：/2006_08_29_faq.htmOGC ITIL V3 News：/news.htmOGC Best Management Practice：ITIL培训ITIL认证有哪些级别？ITIL认证级别有三种：• ITIL Foundation：该认证主要是针对从事IT服务管理的人员，要求了解ITIL的基本术语、概念和各个ITIL流程之间的关系，并掌握IT服务管理的基本原理。
ITIL 4 Foundation中文考试模拟题-22年(最新版题库)
T est i nsideITIL 4 Foundation CertificationITIL 4 Foundation中文考试模拟题2022年2月Update（共199题）1. 下面哪项为用户提供了系统访问权限？A. 服务要求（服务请求）B. 服务协议C. 服务消费D. 服务供应答案：A2. 下列哪项原则重点关注服务消费者？A. 基于当前情况开始（从你所在的位置开始）B. 优化和自动化C. 保持简单D. 专注于价值答案：D3. 对于持续改进登记簿(CIR) 来说，下面哪项至关重要？A. 记录、评估改进想法并进行优先级排序B. 在单个持续改进登记簿中保存多个来源的改进想法C. 从持续改进登记簿中移除未立即实施的改进想法D. 测试、资助和约定改进想法答案：A4. 下面哪项活动为“持续改进”模型中的“我们现在处于怎样的阶段？”步骤提供支持？A. 执行改进行动B. 执行基线评估C. 明确改进计划D. 理解业务使命答案：B5. 将下面的句子补充完整。
运用“基于当前情况开始（从你所在的位置开始）”指导原则时，应使用[?] 来支持而非替代所观察到的内容。
A. 测量（度量）B. 工具C. 计划D. 流程答案：A6. 下列哪项是一种实现价值共创的方式，客户无需承担特定成本或风险即可促成其期望实现的结果？A. 服务管理B. 持续改进C. 服务D. IT 资产答案：C7. “问题管理”的三个阶段分别指什么？A. 问题记录、问题分类和问题解决B. 事件管理、问题管理和变更实施C. 问题识别、问题控制和错误控制D. 问题分析、错误识别和事件解决答案：C8. 下列哪项是标准变更的最佳示例？A. 评审和授权客户请求的变更B. 为响应供应商安全难点（Issues）而实施关键软件补丁C. 为响应服务请求而安装软件应用D. 为响应重大事件（Incident）而更换组件答案：C9. 下列哪个维度关注知识资产的保护方式？A. 组织和人员B. 合作伙伴与供应商C. 信息和技术D. 价值流和流程答案：C10. 有关问题和已知错误的信息可为“事件（Incident）管理”提供哪些支持？A. 启动快速有效的事件诊断B. 不再需要定期进行客户更新C. 事件解决期间不再需要协作D. 启动对已知错误的重新评估答案：A11. 下列哪项最贴切地描述了“改进”价值链活动的目的？A. 将重大改进计划分割成数个较小计划B. 提供新的和改进的服务与特性以供使用C. 确保对所有产品和服务的愿景和改进方向有一个共同理解D. 持续改进所有价值链活动中的所有产品和服务答案：D12. 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B. 检查是否已购买合适的新技术C. 确保已成功实施DevOpsD. 确保解决方案已不再需要人为干预答案：A13. 什么是功效（Warranty）？A. 对产品或服务会满足约定要求的保证B. 在具体活动或资源上支出的费用C. 产品或服务为满足特定需求而提供的功能D. 对某一事物效用、实用性和重要性的看法答案：A14. 下面哪项实践会使用SWOT 分析、平衡记分卡评审和成熟度评估等技术？A. 事件管理B. 问题管理C. 持续改进D. 服务请求管理答案：C15. 下面哪项被定义为对IT 服务管理具有重大影响的状态变更？A. 事态（Event）B. 事件（Incident）C. 问题D. 已知错误答案：A16. “关系管理”实践的目的是什么？A. 建立和培养组织和其利益相关者之间的关系B. 让组织实践和服务与不断变化的业务需求相一致C. 就服务性能设定明确的业务目标D. 为约定服务质量提供支持，从而处理所有约定的、用户发起的服务请求答案：A17. 下面哪项应记录为并作为问题来管理？A. 用户请求交付笔记本电脑B. 监视工具检测到服务状态变更C. 趋势分析显示大量类似事件D. 持续改进需要优先考虑改进机会答案：C18. 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：D19. 将下面的句子补充完整。
itilfoundationv3考试试题库完整
EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within Service Operation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customersin the form of servicesB. A group of interacting, interrelated, or independent components that form a unifiedwhole, operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a releaseAnswer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customersAnswer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a majordisruption or disasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and buildingare protected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved forimplementationAnswer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-daybasisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whetherthe service isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impactedany usersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number ofrecurring IncidentsD. Incident Management has found a workaround but needs some assistance in implementingitAnswer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performanceof servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or beingprepared fordeployment; the Service Portfolio only has information about services which are beingconsidered for futuredevelopmentB. The Service Catalogue has information about all services; the Service Portfolio onlyhas informationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue onlyhas informationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset andConfigurationManagementD. Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration ManagementSystemC. The Configuration Management System is part of the Service Knowledge ManagementsystemD. The Configuration Management System is part of the Configuration Management DatabaseAnswer: CQUESTION 32Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AQUESTION 33Which of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who knowwhen a service hasbeen disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruptionto normal service.This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reportingService Desk activityD. Incidents reported by technical staff must be logged as Problems because technicalstaff manageinfrastructure devices not servicesAnswer: BQUESTION 34What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before aworkaround can be foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintaincustomer satisfactionD. Failing to meet the Incident resolution times specified in a Service Level AgreementAnswer: AQUESTION 38Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the Change Managerwithout aChange Advisory Board (CAB) meetingAnswer: AQUESTION 39Event Management, Problem Management, Access Management and Request Fulfilment are part ofwhich stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to requestthemB. To update the Service Catalogue with services that may be requested through theService DeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 43Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 45Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 48Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 50What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media ConfigurationItems (CIs) are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-upsare stored andprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 58Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 59Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of thebusinessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 61Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for aparticular type of change.D. The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by ServiceDesign and that willaccomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a setof related assets andservice components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changedserviceAnswer: AQUESTION 68Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in thedelivery of service tocustomersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technicalexpertise and overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to ServiceTransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate thesolution; ContinuallyImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How dowe keep themomentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implementthe plan; Checkthe plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?Answer: DQUESTION 76Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 77A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 78What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches suchas local orremoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 79What is the objective of Access Management?A. To provide security staff for Data Centers and other buildings。
itilfoundationv3考试题库(供参考)
EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A. Services and ComponentsB. Services and Business ProcessesC. Components and Business ProcessesD. Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A. The provision of IT services or business services by a Service ProviderB. The provision of goods and services by SuppliersC. Service Levels that have been agreed between the Service Provider and their CustomerD. Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the Service Desk for service requestsB. Web front-endC. Menu-driven range of self help and service requestsD. A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within ServiceOperation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the Service ProviderC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A. A set of specialised organizational capabilities for providing value to customers in the formof servicesB. A group of interacting, interrelated, or independent components that form a unified whole,operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA. 1 and 3 onlyB. All of the aboveC. 2 and 4 onlyD. 1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a release Answer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management LifecycleB. To proactively prevent all outages to IT ServicesC. To design and build processes that will meet business needsD. To deliver and manage IT Services at agreed levels to business users and customers Answer: DQUESTION 16Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a major disruption ordisasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure that the organization assets, such as information, facilities and building areprotected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved for implementation Answer: DQUESTION 17What is the BEST description of an Operational Level Agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-daybasisD. A document that describes business services to operational staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST definition of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption or reduction in the quality of an IT ServiceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether theservice isimpacted or notAnswer: BQUESTION 20In which of the following situations should a Problem Record be created?A. An event indicates that a redundant network segment has failed but it has not impacted anyusersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurringIncidentsD. Incident Management has found a workaround but needs some assistance in implementingitAnswer: CQUESTION 21Which of the following BEST describes a Problem?A. A Known Error for which the cause and resolution are not yet knownB. The cause of two or more IncidentsC. A serious Incident which has a critical impact to the businessD. The cause of one or more IncidentsAnswer: DQUESTION 22Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 23What would be the next step in the Continual Service Improvement (CSI) Model after:1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 24Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 25The MAIN objective of Service Level Management is:A. To carry out the Service Operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DQUESTION 26Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 27Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?A. The Service Catalogue only has information about services that are live, or being preparedfordeployment; the Service Portfolio only has information about services which are beingconsidered for futuredevelopmentB. The Service Catalogue has information about all services; the Service Portfolio only hasinformationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only hasinformationabout services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 28Which role or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level ManagementB. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BQUESTION 29Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 30Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release andDeploymentManagementB. Change Management, Capacity Management Event Management, Service RequestManagementC. Service Level Management, Service Portfolio Management, Service Asset andConfigurationManagementD. Service Asset and Configuration Management, Release and Deployment Management,RequestFulfilmentAnswer: AQUESTION 31Which of the following statements is CORRECT?A. The Configuration Management System is part of the Known Error Data BaseB. The Service Knowledge Management System is part of the Configuration ManagementSystemC. The Configuration Management System is part of the Service Knowledge ManagementsystemD. The Configuration Management System is part of the Configuration Management Database Answer: CQUESTION 32Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AWhich of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who know when aservice hasbeen disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruption tonormal service.This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reporting Service DeskactivityD. Incidents reported by technical staff must be logged as Problems because technical staffmanageinfrastructure devices not servicesAnswer: BQUESTION 34What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before a workaround canbe foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the businessAnswer: DQUESTION 35Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BQUESTION 36Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 37Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customersatisfactionD. Failing to meet the Incident resolution times specified in a Service Level Agreement Answer: AQUESTION 38Which of the following BEST describes a Service Request?A. A request from a User for information, advice or for a Standard ChangeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a Self-Help web-based interfaceD. Any Request for Change (RFC) that is low risk and can be approved by the ChangeManager without aChange Advisory Board (CAB) meetingAnswer: AEvent Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 40Which of the following is NOT a valid objective of Request Fulfilment?A. To provide information to users about what services are available and how to request themB. To update the Service Catalogue with services that may be requested through the ServiceDeskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BQUESTION 41Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 42Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 43Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementAnswer: CQUESTION 44Which of the following options is a hierarchy that is used in Knowledge Management?A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - WisdomAnswer: BQUESTION 45Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Carried out by lots of peopleC. Critical to the success of the business missionD. Simple and well understoodAnswer: DQUESTION 47Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and deployment technology4. Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: CQUESTION 48Which of the following are the two primary elements that create value for customers?A. Value on Investment (VOI), Return on Investment (ROI)B. Customer and User satisfactionC. Understanding Service Requirements and WarrantyD. Utility and WarrantyAnswer: DQUESTION 49Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 50What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 51Which of the following statements BEST describes a Definitive Media Library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorised versions of all media Configuration Items (CIs)are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-ups are storedandprotectedAnswer: BQUESTION 52In the phrase "People, Processes, Products and Partners". Products refers to:A. IT Infrastructure and ApplicationsB. Services, technology and toolsC. Goods provided by third parties to support the IT ServicesD. All assets belonging to the Service ProviderAnswer: BQUESTION 53Defining the processes needed to operate a new service is part of:A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 54Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 55Which of these are objectives of Service Level Management1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 56Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability ManagementAnswer: CQUESTION 57Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 58Reliability is a measure of:A. The availability of a service or componentB. The level of risk that could impact a service or processC. How long a service or component can perform its function without failingD. A measure of how quickly a service or component can be restored to normal workingAnswer: CQUESTION 59Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 60The Supplier Management process includes:1: Service Design activities, to ensure that contracts will be able to support the service requirements2: Service Operation activities, to monitor and report supplier achievements3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the businessA. 1 and 2 onlyB. 1 onlyC. All of the aboveD. 1 and 3 onlyAnswer: CQUESTION 61Data used to support the capacity management process should be stored in:A. A configuration management database (CMDB)B. A capacity database (CDB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)Answer: DQUESTION 62Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 63IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 64A change process model should include:1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events2 - Responsibilities; who should do what, including escalation3 - Timescales and thresholds for completion of the actions4 - Complaints proceduresA. 1,2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1,2 and 4 onlyAnswer: AQUESTION 65Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for a particular type ofchange.D. The Change Manager who provides formal authorisation for each changeAnswer: CQUESTION 66Which of these would fall outside the scope of a typical service change management processA. A change to a contract with a supplierB. A firmware upgrade to a server that is only used for IT Service Continuity purposesC. An urgent need to replace a CPU to restore a service during an incidentD. A change to a business process that depends on IT ServicesAnswer: DQUESTION 67Which of the following statements BEST describes the aims of Release and Deployment Management?A. To build, test and deliver the capability to provide the services specified by Service Designand that willaccomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a set ofrelated assets andservice components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested,verified and/oruninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changed service Answer: AQUESTION 68Which of the following BEST describes Technical Management?A. A Function responsible for Facilities Management and building control systemsB. A Function that provides hardware repair services for technology involved in the delivery ofservice tocustomersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technical expertiseand overallmanagement of the IT InfrastructureAnswer: DQUESTION 69Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 70Which of these statements about Resources and Capabilities is CORRECT?A. Resources are types of Service Asset and Capabilities are notB. Resources and Capabilities are both types of Service AssetC. Capabilities are types of Service Asset and Resources are notD. Neither Capabilities nor Resources are types of Service AssetAnswer: BQUESTION 71A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 72A Service Level Agreement (SLA) is:A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and an internal organizationC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and their customerAnswer: DQUESTION 73The information that is passed to Service Transition to enable them to implement a new service is called:A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 74When should tests for a new service be designed?A. At the same time as the service is designedB. After the service has been designed, before the service is handed over to Service TransitionC. As part of Service TransitionD. Before the service is designedAnswer: AQUESTION 75Which of these is the correct set of steps for the Continual Service Improvement Model?A. Devise a strategy; Design the solution; Transition into production; Operate the solution;ContinuallyImproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do wekeep themomentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement theplan; Checkthe plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;Did we getthere?; How do we keep the momentum going?Answer: DQUESTION 76Which of the following activities are helped by recording relationships between Configuration Items (CIs)?1. Assessing the impact and cause of Incidents and Problems2. Assessing the impact of proposed Changes3. Planning and designing a Change to an existing service4. Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: BQUESTION 77A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 78What are Request Models used for?A. Capacity ManagementB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches suchas local orremoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 79What is the objective of Access Management?A. To provide security staff for Data Centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To manage access to the Service DeskD. To manage the right to use a service or group of servicesAnswer: DQUESTION 80Identity and Rights are two major concepts involved in which one of the following processes?A. Access ManagementB. Facilities ManagementC. Event ManagementD. Demand ManagementAnswer: AQUESTION 81Which of these is the BEST description of a release unit?A. The portion of a service or IT infrastructure that is normally released togetherB. The smallest part of a service or IT infrastructure that can be independently changedC. The portion of a service or IT infrastructure that is changed by a particular releaseD. A metric for measuring the effectiveness of the Release and Deployment ManagementprocessAnswer: AQUESTION 82Which of these is a reason for categorizing incidents?A. To establish trends for use in Problem Management and other IT Service Management(ITSM) activitiesB. To ensure that the correct priority is assigned to the incidentC. To enable the incident management database to be partitioned for greater efficiencyD. To identify whether the user is entitled to log an incident for this particular serviceAnswer: AQUESTION 83Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A. Service Asset and Configuration ManagementB. Event ManagementC. Service Level ManagementD. Performance ManagementAnswer: BQUESTION 84Which of the following might be used to manage an Incident?1. Incident Model2. Known Error RecordA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: CQUESTION 85Which process is responsible for low risk, frequently occurring, low cost changes?A. Demand Management。
ITIL模拟题-精简版
ITIL模拟题-精简版ITIL Foundation 考试模拟题（英文分类版—精简版）（共22道题）2008年3月一、服务台（2道题）1、Which term is also used for routing or passing on incidents to another solution group?A. classificationB. escalation（升级）C. registrationD. prioritization2、Different types of events are reported to the Service Desk. Which of the following events is an incident?A. information about the departure time of the train to LondonB. a question about where the manual isC. a report that the printer is not workingD. a request for the installation of a new bookkeeping package二、突发事件管理（2道题）1、Which process provides a user insight into（感知）the status of a failure?A. Availability ManagementB. Incident ManagementC. Problem ManagementD. Service Level Management2、Which of the following is not one of the objectives of registering incidents?A.identifying problemsB.generating management informationC.matching incidentsD.updating the incident database三、问题管理（2道题）1、A user calls the Service Desk complaining that it is often impossible to print documents from a certain application , while this is not the cast with other applications.Which process is responsible for identifying the cause?A. Availability ManagementB. Change ManagementC. Incident ManagementD. Problem Management2、Which of the following indicators is a performance indicator for the Problem Management process?A. the time needed to compile a problem reportB. the time needed to implement solutionsC. the time needed to solve problemsD. the time needed to record problems四、配置管理（2道题）1、Which of the following processes provides Problem Management with reports about the IT infrastructure?A.Financial Management for IT ServicesB.Change ManagementC.Configuration ManagementD.Incident Management2、What is an example of the‵contro l′activity in the Configuration Management process?A. checking the CI-lifecycleB. registering all components in the CMDBC. performing audits to check that the CMDB is accurateD. ensuring that the contents of the CMDB remain up to date五、变更管理（2道题）1、What information must always be included in a Request for Change (RFC)?A. a description and identification of the Configuration Items (CIs) involvedB. date and time of the notification of disruptionC. number of Configuration Items (CIs) involvedD. type of problem involved2、Problem Management has submitted a Request for Change (RFC) to Change Management. The request is to replace all desktop hard disks of brand X and type Y. Which sequential （接下来的）steps should be taken to carry out the change?A. Acceptance of Request for Change, Scheduling, Building, Testing, Implementation, Review, CompletionB. Implementation and Testing, Recording, Reporting, Review, CompletionC. Recording, Implementation, Testing, Completion, ReportingD. Scheduling, Implementation, Testing, Review六、发布管理（2道题）1、What does a package release consist of?A. a single Change made up of several separate ChangesB. a single Change that consists of both hardware and softwareC. several Changes that are merged due to their sizeD. several Changes that are merged due to their minor impact2、The rollout（上线）of an application software upgradehas been planned. However, a back-out（回滚）plan has not been developed.Which process or function should have provided the back-out plan?A. Availability ManagementB. Change ManagementC. Release ManagementD. Service Desk七、服务级别管理（2道题）1、Which process is responsible for monitoring agreements with network suppliers?A. Capacity ManagementB. IT Service Continuity ManagementC. Problem ManagementD. Service Level Management2、What is an Underpinning（支撑）Contract?A. a contract with an internal customerB. a contract with an internal supplierC.a contract with an external customerD.a contract with an external supplier八、IT服务财务管理（2道题）1、Which information does Financial Management for IT Services extract from the Configuration Management Database (CMDB).A.Which equipment is being used by whomB.Where the equipment has been set upC.Which software version is being usedD.Which equipment is causing incidents2、In Financial Management for IT Services, what does the Accounting activity ensure?A. that the amount of money the IT organization is spending is known and has been calculated (for each service)B. that a budget is allocated to the IT organization every yearC. that negotiations can be held about the price of a serviceD. that a certain percentage of profit is made for each service or product九、能力管理（2道题）1、One of the activities of Capacity Management involves making evaluations and predictions regarding（关于）the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite （必需的）hardware and costs.Which of the activities of Capacity Management is responsible for this?A. Application SizingB. Capacity PlanningC. MonitoringD. Tuning2、In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.Which process should have prevented this from happening?A. Capacity ManagementB. Service Level ManagementC. Configuration ManagementD. Availability management十、IT服务连续性管理（2道题）1、Which process includes developing a recovery plan?A. IT Service Continuity ManagementB.Problem ManagementC.Capacity ManagementD.Availability Management2、Managing risk is an essential part of which processes?A. Problem Managememt and Capacity ManagementB. Availability Management and Service Level ManagementC. IT Service Continuity Management and Financial Management for IT ServicesD. IT Service Continuity Management and Availability Management十一、可用性管理（2道题）1、The incident reports from the previous month indicate that the average recovery period was two hours.What does this mean?A. This means that incidents lasted an average of two hours during that month.B. This means that in that month, a randomly selected incident was remedied（补救）within two hours.C. This means that it took an average of two hours before the service, after repairs, was made available to the user.D. This means that it took an average of two hours for the user to report the incident to the Service Desk.2、Which document or activity should be completed beforea Recovery Plan can be formalized?A. Availability PlanB. Capacity PlanC. Risk AnalysisD. Security Plan十二、安全管理（2道题）1、After a change, who is responsible for ensuring thatsecurity measures maintain the security level?A. the Board of ManagementB. the Change ManagerC. the Release ManagerD. the Security Manager2、What do we call protecting information against unauthorised access and use?A.AvailabilityB.Confidentiality（机密性）C.IntegrityD.Safety。
ITILFoundation模拟试题(二)
ITILFoundation模拟试题（二）ITILFoundation模拟试题（二）1.【单选题】1分| 组织在决策时，七项指导原则将怎样整合到一起？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2.【单选题】1分| 下面哪项ITIL指导原则推荐在改进服务时使用现有服务、流程和工具？A利用反馈迭代式进展B保持简单实用C基于当前情况开始D专注于价值3.【单选题】1分| 下面哪项是变更授权的正确方式？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4.【单选题】1分| 变更日程主要用于下面哪项目的？A帮助计划、授权和安排紧急变更B发布可供用户选择的服务请求列表C确保单个变更授权人评审所有变更D帮助计划变更、协助沟通和避免冲突5.【单选题】1分| 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6.【单选题】1分| 在应用“协作并促进可见性”指导原则时，下面哪项可协助减少计划改进的阻力？A 改进相关信息仅限于主要利益相关者知晓B 提高改进协作与可见性C 完成所有计划后让客户参与其中D 通过同样的沟通让所有利益相关者以相同方式参与进来7.【单选题】1分| 什么是功用？A服务为满足特定需要而提供的功能B对服务会满足约定需求的保证C在具体活动或资源上支付的费用D对某一事物效用、实用性和重要性的看法8.【单选题】1分| 下面哪项活动将作为“问题管理”的一部分来实施？A创建事件记录B诊断和解决事件C将事件升级至支持团队来解决D 事件记录的趋势分析9.【单选题】1分| 下面哪项可帮助诊断和解决事件？A快速升级B组建临时团队C使用脚本D问题优先化10.【单选题】1分| 下面哪项包括治理、管理实践和持续改进？A 服务价值体系B “交付与支持”价值链活动C “专注于价值”指导原则D “价值流和流程”维度11.【单选题】1分| 下面哪项实践涵盖对已经过分析但尚未解决的漏洞的管理？A变更实施B服务请求管理C问题管理D服务级别管理12.【单选题】1分| 将下面的句子补充完整。
ITILV3F中文考试题
ITILV3F中文考试题ITIL V3 Foundation中文考试模拟题答案被改为白色字体1.ITIL服务管理的实施需要准备和计划好以下方面的使用效率和效果：a)人员、流程、合作伙伴、供应商b)人员、流程、工具、技术c)人员、流程、工具、合作伙伴d)人员、工具、技术、合作伙伴答案：C2.流程所有者在RACI角色矩阵中有一个“I”的角色。
下列那一项是对该角色的期望？a)告诉其他人有关活动的进展b)执行一项活动c)被通告活动的时间进度d)管理一项活动答案：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：C1.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.下列哪项要考虑公正和透明：a)容量管理b)治理c)服务设计d)服务级别管理答案：Ba)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。
ITILV3Foundation-Chinese
ITIL- Foundation课程时间：3天培训对象：●CIO，IT 经理●准备建立IT 服务质量管理体系的人员●组织中负责提供IT 服务的管理人员●IT 系统维护人员、服务外包公司技术支持人员学员收益：1. 学习世界先进的IT 管理模式2. 学习成功的实施经验和IT 服务管理的最佳实践3. 了解相关国际标准的发展及最新情况4. 可以参加ITIL Foundation 的认证考试培训涵盖以下内容：1. 服务台管理（Service Desk）：介绍如何根据服务类型组建服务台，制定服务台管理流程，通过服务台来有效及时地提供服务，从而达到提高用户满意度的目的。
内容纲要：a) 服务台的职能b) 服务台的分类c) 服务台的管控工具d) 服务台的人员角色及职责e) 服务台的管控、关键绩效指标的建立（例如：掉线率，平均通话时长等）f) 服务台实施过程中可能出现的问题2. 事件管理（Incident Management）：介绍如何通过实施突发事件管理流程来快速地恢复IT 服务，以减小突发事件对业务的影响，增加最终客户满意度。
内容纲要：a) 突发事件管理的目标b) 突发事件管理涉及人员的角与职责c) 突发事件管理相关基本概念（例如：事件，服务请求等）d) 突发事件分类e) 突发事件的升级处理f) 突发事件生命周期g) 衡量突发事件管理的绩效，量化管理（例如：事件解决率等）h) 事件报告的设计及分析i) 突发事件管理的收益3. 问题管理（Problem Management）：发现重复出现的突发事件的产生根本原因（Root cause），找到问题的临时解决办法，分析并开发出问题的根本解决方案，提供更加稳定的IT 服务。
内容纲要：a) 问题管理流程的目标b) 问题管理相关基本概念（例如：问题，已知错误以及临时解决措施等）c) 问题管理流程涉及人员的角与职责d) 问题控制、错误控制管理流程e) 问题过滤器设定原则f) 被动式和主动式问题管理转化g) 避免问题重复发生的管理举措h) 问题管理报表工具与分析4. 配置管理（Configuration Management）：介绍如何创建配置管理数据库（CMDB），并长期地对其进行实时管控更新，为相关业务流程提供充足准确的信息，达到资源整合，节约成本，改善服务成本，降低服务风险和防止服务中断的目的。
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。
ITIL-Foundation模拟题-中文分类版
ITIL Foundation V2考试模拟题一、基本概念类(6道题）1、描述一个ITIL流程需要一些确定的信息，这其中包括“目标”和“输出”,其它还有什么呢？（A）A.活动（Activities）B.授权C.环境D.配置管理数据库（CMDB）2、下列哪一项任务是每一个流程经理都关注的?（A）A.确保流程顺畅、平稳地运行B.与用户签署服务级别协议C.归档数据到问题管理流程D.对事件进行跟踪3、在什么地方你可以得到所有IT服务的概况？（B）A。
运行级别协议(OLA）B. 服务目录（Service Catalog）C。
服务级别协议（SLA）D. 服务窗口Service Window4、当一个IT服务供应商接受并采纳ITIL最佳实践之后，他们所得到的最大收益是什么？（D）A. 以“面向项目”的方式开展工作B. 有一个集中的服务台C。
使这个机构更“面向客户”D。
以“面向流程”的方式开展工作5、ITIL描述了IT服务管理的流程，在描述流程时,最常用的术语是什么？（D）A。
实现每一个流程的费用B. 严格地说,活动如何必须被执行C. 流程怎样才能与IT架构相适应D。
目标、活动、输入和输出6、在搭建一个流程时,下列哪项不是必须的？(A）A。
流程所有者B。
输入C。
目标D. 期望的结果（输出)二、服务台（10道题）1、服务台应该对下列哪些应用程序提供支持？（D）A。
安装在终端用户系统上的所有应用程序B. 经问题管理流程同意并安装的应用程序C. 由服务台测试和更新的应用程序D. 经变更管理授权安装的应用程序2、下列哪一个术语被用来描述路由或传递一个事件到另一个解决问题小组？（B）A. 分类B. 升级C。
注册D. 优先级3、下列哪一项是服务台的任务？（A）A. 开始一个升级过程B. 搞清客户的需求,然后调整服务级别协议C. 通过查找潜在原因来解决事件D。
正式批准变更请求（RFCs)4、当一个事件被报告到服务台的时候，什么信息应该被记录下来？(A）A. 事件报告人的名字B. 处理问题的人的名字C。