ITIL题库
ITILV3 中文试题一
16.什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：D
25.下列哪一项是术语“服务管理”的最佳定义？ a) 用于以服务的形式为客户提供价值的一套特定的组织能力 b) 一组相互关联、相互作用或是相互独立的组件，为共同的目的而形成的统一整体并 共同运营 c) 组织内执行特定活动的功能管理 d) 执行特定活动的角色所组成的组织部门 答案：A
26.下列哪项是为客户创建价值的两个主要元素： a) 投资价值（VOI），投资回报（ROT） b) 客户及用户满意度 c) 理解服务需求及功效 d) 功用及功效 答案：D
31.服务生命周期的哪个阶段更加关注定义政策和目标？ a) 服务设计 b) 服务转换 c) 服务战略 d) 服务运营 答案：C
32.下列哪一项最好的描述了服务请求？ a) 用户对信息、建议或标准变更的请求 b) 客户想要而且准备为此而付费的所有事情 c) 由用户通过基于 web 的自助窗口输入所有请求和需要 d) 具有低风险而且无需通过变更顾问委员会（CAB）会议，可以由变更经理批准的所 有变更请求（RPC） 答案：A
33. 考虑下面列表： 1. 变更权限 2. 变更经理 3. 变更顾问委员会（CAB） 这些可以很好地被描述下列哪一项？ a) 工作描述 b) 职能 c) 团队 d) 角色、人员或小组 答案：D
网络与信息安全技术题库培训讲学
第一部分判断题（共100题）1.信息网络的物理安全要从环境安全和设备安全两个角度来考虑。
2.由于传输的不同，电力线可以与网络线同槽铺设。
3.机房供电线路和电力、照明用电可以用同一线路。
4.有很高使用价值或很高机密程度的重要数据应采用加密等方法进行保护。
5.数据备份按数据类型划分可以分成系统数据备份和用户数据备份。
6.如果系统在一段时间内没有出现问题，就可以不用再进行容灾了。
7.增量备份是备份从上次进行完全备份后更改的全部数据文件。
8.公钥密码体制算法用一个密钥进行加密，而用另一个不同但是有关的密钥进行解密。
9.对信息的这种防篡改、防删除、防插入的特性称为数据完整性保护。
10.PKI是利用公开密钥技术所构建的、解决网络安全问题的、普遍适用的一种基础设施。
11.操作系统在概念上一般分为两部分：内核（Kernel）以及壳（Shell），有些操作系统的内核与壳完全分开（如MicrosoftWindows、UNIX、Linux等）；另一些的内核与壳关系紧密（如UNIX、Linux等），内核及壳只是操作层次上不同而已。
12.如果向某个组分配了权限，则作为该组成员的用户也具有这一权限。
例如，如果BackupOperators组有此权限，而Lois又是该组成员，则Lois也有此权限。
13.Web站点访问者实际登录的是该Web服务器的安全系统，“匿名”Web访问者都是以IUSR帐号身份登录的。
14.每个UNIX/Linux系统中都只有一个特权用户，就是root帐号。
15.SQL注入攻击不会威胁到操作系统的安全。
16.不需要对数据库应用程序的开发者制定安全策略。
17.防火墙安全策略一旦设定，就不能再做任何改变。
18.只要使用了防火墙，企业的网络安全就有了绝对的保障。
19.半连接扫描也需要完成TCP协议的三次握手过程。
20.防火墙是设置在内部网络与外部网络（如互联网）之间、或不同内部网络之间，实施访问控制策略的一个或一组系统。
ITSMS信息技术服务管理体系基础考前点题卷二(题库)
ITSMS信息技术服务管理体系基础考前点题卷二（题库）[单选题]1.关于“关键信息基础设施”以下（江南博哥）说法正确的是（）A.能源、交通、水利、医疗行业的信息基础设施是关键信息基础设施B.公共通信和信息服务、能源、金融等行业的信息基础设施是关键信息基础设施C.电子政务、公共服务、公共通信服务行业的信息基础设施不属于关键信息基础设施D.能源、交通、金融、教育、电子政务行业的信息基础设施是关键信息基础设施参考答案：B[单选题]2.IS0/IEC20000-1:2018标准对供方合同期满有何要求？（）A.服务提供商须公开投标来续签合同B.合同应自动续期，除非对供应商所提供服务存在担心事项C.业务关系管理层应咨询客户来讨论替代方案D.合同中应该包括与预期服务结束相关的信息参考答案：D[单选题]3.在导入新的或变更的服务后，进行实施后的评审，属于（）过程负责。
A.服务水平管理B.IT服务的预算和核算C.变更管理D.发布和部署管理参考答案：C[单选题]4.（）过程对数据的可用性、机密性和完整性负责。
A.服务目录管理B.服务资产和配置管理C.变更管理D.信息安全管理参考答案：D[单选题]5.IT服务的预算与核算应：（）A.包含对服务进行合理计费的方法B.包含IT资产和服务日常开支，不计算人员费用和保险C.包含服务提供方自身的支出，不针对外部供应服务D.计算与服务相关的间接成本和直接成本的分摊参考答案：D[单选题]6.IS0/IEC20000-1:2018标准是（）A.阐述IT服务评估要求的标准B.阐述IT服务管理体系要求的标准C.阐述IT服务中的信息安全要求的标准D.以上都对参考答案：B[单选题]7.“计划-执行-检查-行动”方法用于ISO/IEC20000服务管理过程（SMS）。
“检查”阶段包括（）A.计划SMS的实施B.实施SMSC.监控和衡量SMS并报告结果D.采取行为以连续改善SMS参考答案：C[单选题]8.ISO/IEC20000所强调的H管理方法是（）A.持续地服务改进B.建立IT服务管理体系C.监督服务质量D.PDCA参考答案：D[单选题]9.包含结构、内容和基础设施详细信息以及彼此之间关系的是（）A.配置管理数据库B.项目基线C.变更基线D.资产基线参考答案：A[单选题]10.《中华人民共和国计算机信息系统安全保护条例》规定进行国际联网的计算机信息系统，由计算机信息系统的使用单位报（）人民政府公安机关备案。
ITIL真题
1.Of which ITIL are Reliability, Serviceability and Maintainability Components?A.IT Service Continuity ManagementB.Service Level ManagementC.Problem ManagementD.Availability Management2.Changes are divided into categories.What criterion defines a category for a change?A.The consequences of the change such as limited ,substantial ,significant ,etcB.The speed with which the change is madeC.The sequence with which the change is madeD.The Request for change number that the change is assigned3.?Which of the following can be included in the management report as a performanceindicator for the Configuration Management Process?A.The reduction in the number of incidents because problem are being solvedB.The number of configuration Items(CI’s)stored in the Configuration ManagementC.The number of times an unauthorized Configuration was discoveredD.The number of successful change that were made to recorded CI’s4. A power failure has knocked out the entire it infrastructure. Fortunately, there is an ITSC planavailable .When should power failure be considered a disaster to enact the ITSC plan?A.Immediately ,as the IT service can no longer be usedB.When the Continuity Manager expects the failure to last longer than the maximumperiod of time mentioned in the Service Level AgreementC.When the Incident Manager thinks this is necessaryD.When the time within which the failure should be solved ,has exceeded5.What is the difference between a process and project?A. A process is continues and has no end date, whereas a project has a finite lifespanB. A project is continues and has no end date , whereas a process has a finite lifespanC. A process stops when the objective has been achieved ,whereas a project does not stopwhen the objective is metD.In a project the focus is not on the result ,whereas with a process the result is important6.While an incident is being solved, it is examined whether a similar incident occurred earlierand whether there is a known routine or temporary solution .How is this activity referred to?A.Analyzing and diagnosingB.ClassifyingC.MatchingD.Evaluation7.Who decides the category of a change?A.The change managerB.The customerC.The problem managerD.The service Desk8.The Service Desk receives different types of calls .which of the following is an incident?rmation about the rollout of a specific applicationB. A notification that a new toner cartridge has just been installed in a printerC. A system message that a printer is not workingD. A request to install a new bookkeeping package9.What do we call a temporary repair activity that enables the user to continue working?A.Known ErrorB.RFCC.Service RequestD.Work around10.Which of the following is an example of proactive problem Management?A. A report regarding the problem Management ProcessB. A trend analysisC.An urgent changeD. A change request11.According to the Deming quality circle a number of steps must be performed repeatedly inorder to ensure good performance. Which of the following answers specifies the correct sequence for these steps?A.Act—Check—Do—PlanB.Check—Plan—Act—DoC.Do—Plan—Check—ActD.Plan—Do—Check—Act12.When must a post Implementation Review take place?A.After every changeB.At the request of the person who submitted the change requestC.In case of emergency changesD.If another incident of the same type occurs again after a change has been made13.Which of the following describes the basic concept of Integrity in the Security Managementprocess?A.The capacity to verify the correctness of the dataB.The correctness of the dataC.Protection of the data against unauthorized access and useD.Access to the data at any moment14.Which activity in the problem Management process is responsible for generating Requestsfor change (RFC)?A.Problem AnalysisB.Error ControlC.MonitoringD.Proactive Problem Management15.The application Sizing activity is part of Capacity management .What is Application Sizing?A.Measuring the load that an application places on the hardware.B.Checking how an application has grownC.Keeping the capacity used by the applications up—to—dateD.Determining the hardware capacity required to support new or adapted applications16.For which of the following activities of Configuration Management are audits regularlyimplemented?A.IdentificationB.PlanningC.Status monitoringD.Verification17.How does Problem Management Contribute to a higher solution percentage of first—linesupport?A.By analyzing open incidentsB.By evaluating incidents with the customerC.By preventing incidentsD.By making a knowing database availablermation and Communication Technologies (ICT) includes both Asset Management andConfiguration Management. What is the different between Asset Management and Configuration ManagementA.Asset Management focuses exclusively on the book value and ConfigurationManagement ,so there are no difference between themB.Asset Management monitors aspects such as depreciation and Configuration monitorsaspects such as the relationships between the Configuration Items.C.Configuration Management is a component of Asset Management, so there are nodifferences between them.D.Configuration Management makes an inventory of the Configuration Items and AssetManagement registers them.19.The Definitive Software Library (DSL) and the Definitive Hardware Store (DHS) are termsused when distributing software and hardware.A.Capacity Managementputer Installations and AcceptanceC.Configuration ManagementD.Release Management20.Which ITIL process or which ITIL department has responsibilities that include distributinginformation to users?A.Change ManagementB.Customer Relationship ManagementC.Incident ManagementD.Service Desk21.In an organization, the purchasing department has relocated internally—not just thepeople ,but also their IT resources . A service Desk employee has been commissioned to relocate this department’s workstations .In which ITIL process is this employee now playinga role?A.Change managementB.Incident managementC.Problem managementD.Configuration management22.The spell check module of a word—processing software package contains a number of errors.The Development has corrected these errors in a new version .Which process is responsible for ensuring this updated version is tested?A.Configuration managementB.Incident managementC.Problem managementD.Release management23.What is the term used for a situation derived form a series of incidents with the samecharacteristics?A. A Change RequestB. A Known ErrorC. A ProblemD. A Service Call24.For the provision of services related to a new information system, a Service Level Managergenerates a Service Level Agreement by copying it form another information system. Why is this the wrong method?A.The SLA might not describe all of the services that must be supplied for the newinformation systemB.The SLA usually has a penalty clause, the risk that the penalty will be change isincreased.C.The SLA may not include the correct service or Service Levels to be suppliedD.The SLA is established without attuning the provision of IT Services to the business’needs25.When an organization decides to control the flow of incident information within the ITorganization, which ITIL process would it be putting in place?A.Availability ManagementB.Change ManagementC.Incident ManagementD.Problem Management26.Which process is responsible for aligning IT services to the needs of customers.A.Change ManagementB.IT Service Continuity ManagementC.Relationship ManagementD.Service Level Management27.Which ITIL process is responsible for setting up the cost allocation systems.A.Availability ManagementB.Capacity ManagementC.Financial Management for IT ServicesD.Service Level Management28.Which of the following is a benefit of using ITIL?A.That the users can influence the IT organization providing the IT servicesB.That the quality and the costs of the IT services can be controlled more efficientlyC.That the organization around the IT services can be set up fasterD.That it is finally possible to charge for IT Services29.Which activity is not a Service Desk activity?A.Registering IncidentB.Solving a problemC.Relating an incident to a Known ErrorD.Applying temporary fixes30.What is the first step when registering an incident?A.Record the incident dataB.Assign an incident numberC.Perform matchingD.Determine the priority31.Which of the following ITIL processes is responsible for dealing with disruptions caused bynew hardware or software?A.Release ManagementB.Configuration ManagementC.Application ManagementD.Change Management32.Which ITIL process provides change proposals in order to eliminate structural errors?A.IT Services Continuity ManagementB.Availability ManagementC.Security ManagementD.Problem Management33.What is the meaning of the term serviceability?A.The degree of availability of the IT Service that can be offeredB.The degree of support that the Service Desk provides to the customerC.The degree to which the provision of IT Services can be supported by maintenancecontracts.D.The degree to which the services agreement can be dealt with.34.The Capacity Manager asks the user of an application whether a certain activity can beperformed at night so that CPU is not overloaded during the date. What part of the Capacity Management process does this refer to?A.Application SizingB.ModelingC.Application ManagementD.Demand Management35.Which ITIL process includes the activity of describing and registering all components in theITIL infrastructure?A.Capacity ManagementB.Configuration ManagementC.Problem ManagementD.Service Level Management36.When is a back—out plan invoked?A.When it is found that something went wrong when building a changeB.When it is found that something went wrong when implementing a changeC.When it is found that something went wrong when scheduling resourcesD.When it is found that something went wrong when testing a change37.Over the years an insurance company has become more and more dependent on theinformation systems at the office. This has led to arrangement to ensure the continuity of the IT Service in the event of a business disruption.A.IT Service Continuity ManagementB.Disaster ManagementC.Service Level ManagementD.Service Management38.Which ITIL process has responsibility in preventing unauthorized access to data?A.Availability ManagementB.IT Service Continuity ManagementC.Release ManagementD.Security Management39.Where are activities documented with the aim of improving an IT Service?A.Service CatalogueB.Service Improvement Program(SIP)C.Service level AgreementD.Service Quality Plan (SQP)40.Where is the planning of changes kept up to date?A.The CMDB(configuration Management Database)B.The FSC(Forward Schedule Change)C.The CAB(change Advisory Board)D.SIP(Service Improvement Program)ITIL真题答案1 D2 A3 C4 B5 A6 C7 A8 C9 D 10 B 11 D 12 A 13 B 14 B 15 D 16 D 17 D 18 B 19 D 20 D 21 A 22 D 23 C 24 D 25 C 26 D 27 C 28 B 29 B 30 B 31 D 32 D 33 C 34 D 35 B 36 B 37 A 38 D 39 B 40 B。
(完整版)ITIL信息技术基础架构库培训资料
• ISO9000
最初是为制造业开发的一个通用质量审核模型，但也可以应用到任何生产/服务组
织。ISO9000强调的是审核，只是提出一系列组织需要达到的目标，并没有指出如何达到这些目标。
• CMM
专为软件开发和维护组织开发的，它归纳了一组有关软件开发和维护的最佳实践，
并将这些实践划分为五个有序的层次，即五个级别的成熟度。
计划 （Plan）
• 针对主要原因，采取解决的措施；
•
为什么要制定这个措施？
•
达到什么目标？
•
在何处执行？
处理 （Action）
•
由谁负责完成？
•
什么时间完成？
•
怎样执行？
• 执行，按措施计划的要求去做；
• 检查，把执行结果与要求达到的目标进行对比；
• 标准化，把成功的经验总结出来，制定相应的标准；
➢ 评估 • 可以评估人员和流程的性能表现 (通过自动生成具有业务意义的管理信息)
➢ 集成 • 集成现有的、分散的管理流程 (通过集成，人员工作更加有效、更易于培训和 控制)
➢ 规范化 • 管理流程的规范化 (规范化可以减少错误发生的可能，提升IT整体可用性)
➢ 自动化 • 自动化可以减少手工重复性操作的成本，提升对操作的控制性。
• ITIL 实践框架。
专为IT服务管理和运营组织（机构）开发的、有关IT服务管理和运营方面的最佳
相同之处： 只告诉你要做什么（What），没有告诉你如何去做（How to），
不同之处： ISO9000虽然适用于各类组织，但它显得太过“通用”，只是相当于给 组织制定了一个最低的质量标准； CMM主要是面向软件开发，对软件维护有所涉及，但不是重点； ITIL相比CMM关注的是软件（当然还包括硬件和网络等其它IT基础设施 ）的维护，对软件的开发涉及不多。
ITIL_V3题库大全
2010-3-3Title : ITIL Foundation v.3 CertificationVersion :Exam : EXIN EX0-101QUESTION 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 agreement Answer: 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 form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole, operating together 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 is NOT a characteristic of a process?A. It is measurableB. Delivers specific resultsC. Responds to specific eventsD. A method of structuring an organizationAnswer: DQUESTION 12Which 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 13Which 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 14What are the publications that provide guidance specific to industry sectors and organization typesknown as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 15Which 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 16What 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 17Which 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 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 building are protected fromthreats, damage or lossD. To ensure only the change requests with mitigated risks are approved forimplementationAnswer: DQUESTION 18What 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-day basisD. A document that describes business services to operational staffAnswer: AQUESTION 19Which 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 together Answer: DQUESTION 20The 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 the service is impacted or notAnswer: BQUESTION 21In 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 any usersB. An Incident is passed to second-level supportC. A Technical Management team identifies a permanent resolution to a number of recurring IncidentsD. Incident Management has found a workaround but needs some assistance in implementing itAnswer: CQUESTION 22Which 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 23Implementation of ITIL Service Management requires preparing and planning the effective and efficientuse of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 24What 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 25Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 26The 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 ofservicesC. To create and populate a Service CatalogueD. To ensure that an agreed level of IT service is provided for all current IT services Answer: DQUESTION 27Which 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 Management Answer: AQUESTION 28Which 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 prepared for deployment; the Service Portfolio only has information about services which are being considered for future developmentB. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thing Answer: CQUESTION 29Which 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 30Consider 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 31Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release and Deployment ManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset and Configuration ManagementD. Service Asset and Configuration Management, Release and Deployment Management, Request FulfilmentAnswer: AQUESTION 32Which 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 Management SystemC. The Configuration Management System is part of the Service Knowledge Management systemD. The Configuration Management System is part of the Configuration Management DatabaseAnswer: CQUESTION 33Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AQUESTION 34Which 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 a service has been disruptedB. Incidents can be reported by anyone who detects a disruption or potentialdisruption to normal service. This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activityD. Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not servicesAnswer: BQUESTION 35What is the BEST description of a Major Incident?A. An Incident that is so complex that it requires root cause analysis before a workaround 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 36Which 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 37Which 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 38Hierarchic 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 customer satisfactionD. Failing to meet the Incident resolution times specified in a Service LevelAgreementAnswer: AQUESTION 39Which 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 Manager without a Change Advisory Board (CAB) meetingAnswer: AQUESTION 40Event 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 41Which 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 Service 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 42Which process is responsible for sourcing and delivering components of requested standard services?A. Request FulfilmentB. Service Portfolio ManagementC. Service DeskD. IT FinanceAnswer: AQUESTION 43Which 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 44Which 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 45Which 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 46Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 47The 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 48Which 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 49Which 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 50Within 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 51What 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 52Which 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 stored and protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorised versions of all software and back-ups are stored and protectedAnswer: BQUESTION 53In 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 54Defining 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 55Which 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 56Which 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 57Which 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 58Which 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 59Reliability 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 60Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 61The 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 62Data 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 63Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial ManagementAnswer: AQUESTION 64IT 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 65A 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 66Which 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 of change.D. The Change Manager who provides formal authorisation for each change Answer: CQUESTION 67Which 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 68Which 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 Design and that will accomplish the stakeholders requirements and deliver the intended objectivesB. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each otherC. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriateD. To record and manage deviations, risks and issues related to the new or changed serviceAnswer: AQUESTION 69Which 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 of service to customersC. Senior managers responsible for all staff within the technical support FunctionD. A Function that includes the groups, departments or teams that provide technical expertise and overall management of the IT InfrastructureAnswer: DQUESTION 70Which of the following functions would be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementAnswer: DQUESTION 71Which 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 72A risk is:A. Something that won't happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 73A 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 74The 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 75When 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 76Which 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; Continually ImproveB. Where do we want to be? How do we get there?; How do we check we arrived? How do we keep the momentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?Answer: DQUESTION 77Which 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 78A 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 79What 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 such as local or remoteD. Identifying frequently received user requests and defining how they should be handledAnswer: DQUESTION 80What 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 81Identity and Rights are two major concepts involved in which one of the following processes?A. Access ManagementB. Facilities ManagementC. Event ManagementD. Demand ManagementAnswer: AQUESTION 82Which 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。
ITIL2011中文考题题库
44. 访问管理的目标是什么？ a) 为数据中心和其他建筑提供保安人员 b) 管理对机房或其他安全地点的访问 c) 管理对服务台的访问 d) 管理使用一项服务或一组服务的权限 答案：D
8. 下列哪项要考虑方针和方向： a) 容量管理 b) 治理 c) 服务设计 d) 服务级别管理 答案：B
9. 下列哪一项是服务级别管理的目标： a) 执行需要的用于支持当前 IT 服务的运营活动 b) 确保提供充分的容量，以交付一定的服务性能 c) 创建和组织服务目录 d) 对于所有当前 IT 服务，确保提供了 IT 服务议定的级别 答案：D
15. 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：B
16. 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：D
47. 下列那个流程主要由业务活动模式分析（PBA）来支持的？ a) 可用性管理 b) 需求管理 c) 财务管理 d) 服务级别管理 答案：B
48. 什么时候可以生成已知错误记录？ 1. 任何有用的时候 2. 当发现规避措施以后 a) 只有 1 b) 只有 2 c) 两个都不是 d) 两个都是 答案：A
ITIL 2011 Foundation 中文考试题库
《网络系统管理与维护》网上考试题库附答案
题库来源本次网络系统治理与维护题库来源如下：第一章〔网络系统治理与维护〕这一章属于非重点，选择题1-6 来自课本，多项选择1-4 重命题，推断题1-4 来自网络。
其次章〔用户工作环境治理〕这一章属于重点，选择题1-11 来自课本和网络，多项选择1-4 重命题，推断题1-24 局部来自网络局部重命题。
第三章〔网络病毒防范〕这一章属于重点，选择题1-15 来自课本和网络，多项选择1-10 重命题，推断题1-10 来自网络。
第四章〔防火墙与入侵检测〕这一章属于重点，选择题1-20 来自课本和网络，多项选择1-7 重命题，推断题1-11 来自网络。
第五章〔系统容错与灾难恢复〕这一章属于次重点，选择题1-10 来自课本和网络，多项选择1-12 重命题，推断题1-4 来自网络。
第六章〔补丁治理〕这一章属于非重点，选择题1-3 来自课本，多项选择1-2 重命题，推断题只有一题来自课本。
第七章〔性能监视〕这一章属于非重点，选择题1-7 来自课本，多项选择1-4 重命题，推断题1-8 来自网络。
第八章〔网络故障诊断与排解〕这一章属于次重点，选择题1-15 来自课本和网络，多项选择1-2 重命题，推断题1-15 来自网络。
统计共有单项选择题87 道，多项选择题55 道，推断题77 道。
约50%来自网络，30%来自重命题，20%来自课本。
《网络系统治理与维护》课程网上考试题库第一章〔网络系统治理与维护概述〕一、单项选择题1、在网络治理标准中，通常把层以上的协议都称为应用层协议。
A．应用B．传输C．网络D．数据链路答案：C2、在网络的各级交换机上进展跨交换机的 VLAN 划分，这种方式属于措施。
A．物理隔离B．规律隔离C．交换隔离D．路由隔离答案：A3、下面各种治理任务中，指的是优化网络以及联网的应用系统性能的活动，包括对网络以及应用的监测、准时觉察网络堵塞或中断状况。
全面的故障排解、基于事实的容量规划和有效地安排网络资源。
ITIL讨论问题
2. “问题”：
频繁发生或趋势逐渐增加的事件； 影响重大的事件； 超过SLA时间上限的疑难杂症；
主动问题管理发现的薄弱环节。
4
讨论2参考答案：
3. “变更”：
所有对配置项的变更，并且没有在“标准变更”中定义的变更请 求（RFC）
RFC可能来自事件的解决方案、问题的解决方案、用户的业务和 功能等的需求
15. 为服务台定义和架设合适的通信工具 16. 做好IT相关人员的流程规则等的培训 17. 做好IT相关人员的意识培养（沟通能力、
7. 8. 9.
团队精神、服务素养等）
18. 做好客户/用户的宣传和操作培训 19. 通过PDCA改进模型不断优化管理流程
10. 与客户/用户协定服务级别协议（SLA）
11. 定义好事件管理的相关代码（事件类别、
事件的技术分类/子类、优先级、事件状 态、事件结束代码、请求者组织、二线 支持工作组）
12. 定义管理报表和工作报表 13. 定义事件管理流程的政策和建议 14. 选择或定制合适的服务台和事件管理工
具软件（记录工具、流程工具、自动化 工具、知识管理工具、报表工具）
4. “发布”：
周期长（如超过1周）、风险高（可能影响业务）、技术复杂、 需多人参与的大型变更；
具有“项目”特征的变更：一次性、针对性强、跨部门、所需资 源多（人员、材料）、任务相互关联、风险难预测
5
讨论3：有人说ITIL服务交付（Service Delivery）流程的东西很虚，没什么实 际应用价值，你怎么看？
2
讨论2：
如何让你的IT运维团队能准确的识别“事 件”、“问题”、“变更”和“发布”？
结合所在单位的实际状况，谈谈ITIL服务支 持管理流程中的可借鉴之处。
ITIL-CobiT-ISO20000
Configuration Management
CMDB Reports, CMDB Statistics, Policy/Standards,
Audit Reports
ITIL主要目标
IT服务的三大职责：
1. 使IT服务和今后的业务的需求和客户服务的需求高效 的耦合
2. 提高IT服务的质量 3. 减少可持续性的IT服务所占用的资源消耗
德明环
德明环
技术服务 业务运营
ITIL库
业务层面 Source: OGC
服务管理的实施计划
服务支持 安全管理 服务交付
应用管理 软件资产管理
配置管理
配置管理
定义
• 配置项(CI) – 在配置管理中接受管理、支配并且能够参与变更工作流程的IT基 础设施组件
• 配置管理数据库 (Configuration Management Database 简称CMDB) – 一个用来存储CI与CI之间关系的数据库，该数据库同时也会记录CI的变更历史
服务级别协议能够逐步提高服务的质量，保障服务 提供的级别
• 服务提供者可以是一个业务单位内部的服务提供者， 也可以是外部服务外包者
• 服务接受者是内部用户或者签署服务计划的客户
可用性管理
目标
可用性管理
优化IT基础设施的可用性和支持策略，以确保其低消耗、高可用 性。
IT服务可持续性管理
目标
IT可持续性管理
财务管理
目标
确保IT服务过程低资源消耗，保障服务的高性价比
财务管理
Note. Financial Management of IT Services used to be known as Cost Recovery in the old ITIL books
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1、Which process or function is responsible for monitoring activities and eventsin the IT infrastructure? 在IT基础架构中下列哪个进程或职能是负责监控活动和事件的？A. Service level management 服务级别管理B. IT operations management IT运营管理C. Capacity management 能力管理D. Incident management 事故管理Answer：B4、At which stage of the service lifecycle should the processes necessary to operatea new service be defined? 在服务生命周期中的哪个阶段来定义执行新服务的必要流程？A. Service design: Design the processes 服务设计：设计流程B. Service strategy: Develop the offerings 服务策略：开发产品C. Service transition: Plan and prepare for deployment 服务转型：计划和准备部署D. Service operation: IT operations management 服务执行： IT运维管理Answer：A5 Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? 与专有知识相比，为什么公共框架较有吸引力，如ITIL？A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented专有知识可能很难采用，复制或转移，因为它往往是无证B. Public frameworks are always cheaper to adopt 采用公共框架总是更便宜C. Public frameworks are prescriptive and tell you exactly what to do公共框架是指令性的，并准确地告诉你该怎么做D. Proprietary knowledge has been tested in a wide range of environments专有知识已在各种环境中进行了测试Answer：A6、Which of the following is an objective of business relationship management? 下列哪项是企业关系管理的目的？A.To identify patterns of business activity 确定业务活动的模式B. To ensure high levels of customer satisfaction 为保证高水平的客户满意度C. To secure funding to manage the provision of services保障服务管理资金D. To ensure strategic plans for IT services exist 为现有IT服务确保战略规划Answer：B7、The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? IT服务的设计要求有效地利用“四个P”。
什么是“四个P”？A. People, process, partners, performance 人，流程，合作伙伴，表现B. Performance, process, products, plans 表现，流程，产品，计划C. People, process, products, partners 人，流程，产品，合作伙伴D. People, products, plans, partners 人，产品，计划，合作伙伴Answer：C8、Which of the following BEST describes service strategies value to the business?以下哪项最能形容的业务服务战略价值？A. Allows higher volumes of successful change 允许更多的成功变革B. Reduction in unplanned costs through optimized handling of service outages 通过服务中断的优化处理减少意外成本C. Reduction in the duration and frequency of service outages 减少服务中断的持续时间和频率D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 促进服务供应商充分理解什么级别的服务水平能使客户满意。
Answer：D9 Which two processes will contribute MOST to enabling effective problem detection? 哪两个流程最有助于实现有效地检测问题？A. Incident and financial management事故和财务管理B. Change and release and deployment management 变更、发布和部署管理C. Incident and event management 事故和事件管理D. Knowledge and service level management 知识和服务级别管理Answer：C10．Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? 对于一个机构，重大变更涉及巨额成本和高风险，下列哪一项被用来传达高级别变更的说明？A. Change proposal 变更提案B. Change policy 变更政策C. Service request 服务要求D. Risk register 风险登记Answer：A11、Which of the following should be documented in an incident model?以下哪一项应记录在一个事件模型中？1. Details of the service level agreement (SLA) pertaining to the incident 与服务水平协议细节（ SLA）有关的事件2. Chronological order of steps to resolve the incident解决的事件的先后步骤A. 1 only 仅1B. 2 only仅2C. Both of the above 1和2D. Neither of the above 都不对Answer：B12 Why is it important for service providers to understand patterns of business activity (PBA)? 为什么服务提供商了解业务活动（ PBA ）的模式很重要？A.PBA are based on organizational roles and responsibilities PBA是基于组织角色和职责的B. IT service providers CANNOT schedule changes until they understand PBA IT服务供应商明白PBA才能安排的变更C. Demand for the services delivered by service providers are directly influenced by PBA服务有供应商提供， PBA直接影响服务需求D. Understanding PBA is the only way to enable accurate service level reporting 了解PBA是以实现服务水平报告精确化的唯一的途径Answer：C13 、Which one of the following would NOT be defined as part of every process?下列哪一个不会被定义为进程的共有部分？A. Roles 角色B. Inputs and outputs输入和输出C. Functions 职能D. Metrics 指标Answer：C14、Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?对于正在运行或正准备在现场环境中运行的服务，下列哪个进程负责记录当前服务的详细信息，状态，接口和所有的依存关系？A. Service level management 服务级别管理B. Service catalogue management 服务目录管理C. Demand management 需求管理D. Service transition 服务转型Answer：B15 A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?在RACI中，进程所有者被定义为“I”，下列哪一个是“I”？A. Be accountable for the outcome of an activity 为活动的结果承担责任B. Perform an activity 执行活动C. Be kept up-to-date on the progress of an activity了最活动的最新进展D. Manage an activity 管理活动Answer：C16 Which of the following are objectives of service level management?服务级别管理的目标是？1 ：Defining, documenting and agreeing the level of FT services to be provided 定义，记录和商定所提供服务的FT水平2 ：Monitoring, measuring and reporting the actual level of services provided监控，测量和报告所提供服务的实际水平3 ：Monitoring and improving customer satisfaction监测和提高客户满意度4 ：Identifying possible future markets that the service provider could operate in 确定可能出现的服务提供商可以运营的未来市场；A. 1, 2 and 3 only 1 ，2和3B. 1 and 2 only 仅1和2C. 1, 2 and 4 only 1，2和4D. All of the above 以上皆是Answer：A17 Which one of the following do technology metrics measure?下列哪项是技术测量指标？A. Components 组件B. Processes 进程C. The end-to-end service 终端-到-终端服务D. Customer satisfaction 客户满意度Answer：A18 Which process includes business, service and component sub-processes?哪个进程包括业务，服务和组件子进程？A. Capacity management 能力管理B. Incident management 事件管理C. Service level management 服务级别管理D. Financial management 财务管理Answer：A19 Which one of the following is NOT part of the service design stage of the service lifecycle? 下列哪一项不是服务生命周期的服务设计阶段的一部分？A.Designing and maintaining all necessary service transition packages设计和维护所有必要的服务转换套件B.Producing quality, secure and resilient designs for new or improved services生产优质，安全，有弹性设计的新的或改进的服务C.Taking service strategies and ensuring they are reflected in the service designprocesses and theservice designs that are produced以服务战略，并确保它们反映在服务的设计过程和生产服务的设计中D. Measuring the effectiveness and efficiency of service design and the supporting processes 测量的服务设计和支持过程的有效性和效率Answer：A20 What is the result of carrying out an activity, following a process or delivering an IT service known as?开展一项活动——进程或IT服务，结果是什么，？A. Outcome 成果B. Incident 事件C. Change 变更D. Problem 问题Answer：A21 Which process is responsible for managing relationships with vendors?下列哪项进程负责管理供应商关系？A. Change management 变更管理B. Service portfolio management 服务组合管理C. Supplier management 供应商管理D. Continual service improvement 持续服务改进Answer：C22 Which of the following service desk organizational structures are described in service operation? 以下哪项服务台的组织结构在运营服务中？1 。