ITIL考试之葵花宝典 2.docx
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ITIL考试之葵花宝典2
Title:
ITILFoundationCertificateinITService
Management（v3）QUESTION1
WhichactivityisnottheresponsibilityofITservicecontinuitymanagement?
A.Drawingupback-outscenarios
B.Analyzingrisks
C.Testingback-outarrangements
D.Executingimpactanalysesofincidentsrelatedtotheback-outfacilities
Answer:
D
QUESTION2
WhichITILprocesshasresponsibilityinpreventingunauthorizedaccesstodata?
A.ITservicecontinuitymanagement
B.Availabilitymanagement
C.Releasemanagement
D.Securitymanagement
Answer:
D
QUESTION3
WhichITILprocessorwhichITILdepartmenthasresponsibilitiesthatinclude
distributinginformationtousers?
A.Changemanagement
B.Servicedesk
C.Customerrelationshipmanagement
D.IncidentManagement
Answer:
B
QUESTION4
WhereareactivitiesdocumentedwiththeaimofimprovinganITservice?
A.ServiceQualityPlan（SQP）
B.Serviceimprovementprogram（SIP）
C.Servicecatalogue
D.ServiceLevelAgreement（SLA）
Answer:
B
QUESTION5
Inthechangemanagementprocess,whichroleisultimatelyresponsiblefortheentire
process?
A.ChangeAdvisoryBoard
B.ITManager
C.ChangeManager
D.ChangeCoordinator
Answer:
C
QUESTION6
InCertkiller.com,thepurchasingdepartmenthasrelocatedinternally,notjustthepeople,
butalsotheirITresources.AserviceDeskemployeehasbeencommissionedtorelocate
thisdepartment'sworkstations.InwhichITILprocessisthisemployeenowplayinga
role?
A.ConfigurationManagement
B.IncidentManagement
C.ChangeManagement
D.ProblemManagement
Answer:
C
QUESTION7
Whichofthefollowingisanexampleofproactiveproblemmanagement?
A.Areportregardingtheproblemmanagementprocess
B.Anurgentchange
C.Achangerequest
D.Atrendanalysis
Answer:
D
QUESTION8
Whichdata,foranewconfigurationitem（CI）,isrecordedintheconfiguration
managementdatabase（CMDB）?
A.Therelationshiptootherconfigurationitems
B.Therequestforchangenumberfortheconfigurationitem
C.Repairstotheconfigurationitem
D.Theimpactoftheconfigurationitem
Answer:
A
QUESTION9
WhichactivityisnottheresponsibilityofITservicecontinuitymanagement?
A.Testingback-outarrangements
B.Drawingupback-outscenariosC.Analyzingrisks
D.Executingimpactanalysesofincidentsrelatedtotheback-outfacilities
Answer:
D
QUESTION10
WhichITILprocessprovideschangeproposalsinordertoeliminatestructuralerrors?
A.Availabilitymanagement
B.ProblemManagement
C.ITservicecontinuitymanagement
D.SecurityManagement
Answer:
B
QUESTION11
WhichactivityisnotaServiceDeskactivity?
A.RelatinganincidenttoaknowError
B.Registeringincidents
C.Applyingtemporaryfixes
D.SolvingaProblem
Answer:
D
QUESTION12
WhichofthefollowingdescribesthebasicconceptofintegrityintheSecurity
Managementprocess?
A.Thecapacitytoverifythecorrectnessofthedata
B.Thecorrectnessofthedata
C.Accesstothedataatanymoment
D.Protectionofthedataagainstunauthorizedaccessanduse
Answer:
B
QUESTION13
WhichITILprocessresponsibleforannuallyallocatingthecostsofunderpinning
contracts?
A.CapacityManagement
B.AvailabilityManagement
C.FinancialManagementforITservices
D.ServiceLevelManagement
Answer:
CQUESTION14
HowdoesProblemManagementcontributetoahighersolutionpercentageoffirst-line
support?
A.Bypreventingincidents
B.Byanalyzingopenincidents
C.Byevaluatingincidentswiththecustomer
D.Bymakingaknowledgedatabaseavailable
Answer:
D
QUESTION15
WhichactivityisnotaserviceDeskactivity?
A.Relatinganincidenttoaknownerror
B.Solvingaproblem
C.Registeringincidents
D.Applyingtemporaryfixes
Answer:
B
QUESTION16
WhichstatementbestdescribestheroleoftheserviceDesk?
A.TheserviceDeskfunctionsasthefirstcontactforthecustomer
B.TheprimarytaskoftheServiceDeskistoinvestigateproblems
C.TheserviceDeskensuresthatthetelephoneisalwaysmanned
D.TheserviceDeskensuresthattheagreedITserviceisavailable
Answer:
A
QUESTION17
WhenanorganizationdecidestocontroltheflowofincidentsinformationwithintheIT
organization,whichITILprocesswoulditbeputtinginplace?
A.Changemanagement
B.Availabilitymanagement
C.IncidentManagement
D.ProblemManagement
Answer:
C
QUESTION18
Howisachangethatmustbemadequicklycalled?
A.Afastchange
B.Anurgentchange
C.Anunplannedchange
D.Astandardchange
Answer:
B
QUESTION19
ApowerfulfailurehasknockedouttheentireITinfrastructure.Fortunately,thereisan
ITSCPlanavailable.Whenshouldpowerfailurebeconsideredadisastertoenactthe
ITSCPlan?
A.Immediately,astheITservicecannolongerbeused
B.Whenthetimewithinwhichthefailureshouldbesolved,hasexceeded.
C.WhenthecontinuityManagerexpectsthefailuretolastlongerthanthemaximum
periodoftimementionedintheserviceLevelagreement
D.WhentheincidentManagerthinksthisisnecessary
Answer:
C
QUESTION20
CORRECTTEXT
Whichofthefollowingstatementsabouttheservicecatalogueiscorrect?
ItdescribesonlythoseservicesthatarealsoincludedintheServiceLevelAgreement
（SLA）
ItdescribesallservicesthatcanbesuppliedbytheITmanagementorganization
ItisnecessaryinordertodrawupanSLA
ItcanbeusedinsteadofanSLA
Answer:
B
QUESTION21
WhichITILprocessisresponsiblefordeterminingthehardwarenecessaryinorderto
supportanapplication?
A.CapacityManagement
B.ConfigurationManagement
C.ChangeManagement
D.Availabilitymanagement
Answer:
A
QUESTION22
Whichsubjectshouldbeoneofthestandarditemsontheagendaofameetingofthe
ChangeAdvisorBoard（CAB）?
A.Thewhishesofcustomerstoimplementchanges
B.Ongoingorconcludedchanges
C.ReportsfromServiceLevelManagement
D.Theregistrationofchanges
Answer:
B
QUESTION23
WhichofthefollowingisabenefitofusingITIL?
A.ThatitisfinallypossibletochargeforITservices
B.ThattheorganizationaroundtheITservicescanbesetupfaster
C.ThatthequalityandthecostsoftheITservicescanbecontrolledmoreefficiently
D.ThattheuserscaninfluencetheITorganizationprovidingtheITservices
Answer:
C
QUESTION24
WhatisthebasisoftheITILapproachtoServiceManagement?
A.Interrelatedactivities
B.Officals
C.Departments
D.ITresources
Answer:
A
QUESTION25
Whodecidesthecategoryofachange?
A.Theservicedesk
B.Thechangemanager
C.Theproblemmanager
D.Thecustomer
Answer:
B
QUESTION26
Changesaredividedintocategories.Whatcriteriadefinesacategoryforachange?
A.Thesequenceinwhichthechangeismade
B.Theconsequencesofthechangesuchaslimited,substantial,significantetc
C.Thespeedwithwhichthechangeismade
D.TheRequestforChangenumberthatthechangeisassigned
Answer:
BQUESTION27
Whichactivityintheproblemmanagementprocessisresponsibleforgeneratingrequests
forchange（RFCs）?
A.ErrorControl
B.Monitoring
C.ProactiveProblemManagement
D.ProblemAnalysis
Answer:
A
QUESTION28
Certkiller.comcallstheserviceDeskandReportsthatthesystemisslow.Heasks
whetherhecanbegivenanotherPClikethiscolleague's,whichismuchfaster.Which
termisapplicabletothissituation?
A.Problem
B.RequestForChange
C.Incident
D.Classification
Answer:
C
QUESTION29
Whichstatusisaproblemassignedonceitscausehasbeenidentified?
A.RequestforChange（RFC）
B.KnownError
C.Work-around
D.incident
Answer:
B
QUESTION30
Whoisresponsiblefortrackingandmonitoringanincident?
A.ProblemManager
B.ServiceDesk
C.ServiceLevelManager
D.ProblemManagementstaff
Answer:
B
QUESTION31
IntheServiceLevelManagementProcess,whathappensduringtheactivitycalled"monitoring"?
A.Guardingagreementswiththecustomer
B.Acquiringcustomers
C.Guardingnegotiationswiththecustomer
D.Identifyingtheneedsofthecustomer
Answer:
A
QUESTION32
WhichofthefollowingquestionscannotbeanswereddirectlyfromtheConfiguration
ManagementDatabase（CMDB）?
A.WhichRequestsforchangehavebeensubmittedforaspecificserver?
B.WhatincidentsorproblemshavetherebeenforthisPC?
C.WhichConfigurationitemsdoesaspecificserviceconsistof?
D.WhichmembersofstaffofdepartmentxhavemovedtodepartmentY?
Answer:
D
QUESTION33
Wherearethestatusesofchangesrecorded?
A.Intheknownerrordatabase
B.Inthechangedatabase
C.Intheconfigurationmanagementdatabase（CMDB）
D.Inthedefinitivesoftwarelibrary（DSL）
Answer:
C
QUESTION34
WhichITILprocessisresponsibleforsettingupthecostallocationsystem?
A.AvailabilityManagement
B.FinancialManagementforITServices
C.CapacityManagement
D.ServiceLevelManagement
Answer:
B
QUESTION35
Usershavecomplainedaboutemailservice.Anevaluationoftheservicehasbeen
performed.Whichactivitytakesplaceaftertheevaluationofaservice?
A.Adjustingoftheservice
B.DefiningservicelevelsC.Monitoringofservicelevels
D.Compilationofservicelevelreports
Answer:
A
QUESTION36
WhichofthefollowingisabenefitofusingITIL?
A.ThatitisfinallypossibletochargeforITservices
B.ThattheuserscaninfluencetheITorganizationprovidingtheITservices
C.ThattheorganizationaroundtheITservicescanbesetupfaster
D.ThatthequalityandthecostsoftheITservicescanbecontrolledmoreefficiently
Answer:
D
QUESTION37
.Whatisthedifferencebetweenaprocessandaproject?
A.Aprocessstopswhentheobjectivehasbeenachieved,whereasasprojectdoesnot
stopwhentheobjectiveismet
B.Aprocessiscontinuousandha
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