ITILV3试题1123.docx

ITILV3试题1123.docx

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ITILV3试题1123

1.TheITILV3coreisbestdescribedas?

a）AnOperationsLifecycle

b）AnITManagementLifecycle

c）AServiceLifecycle

d）AnInfrastructureLifecycle

2.WhichaspectofServiceDesignismissingfromthelistbelow?

1.Thedesignofservices

2.ThedesignofServiceManagementsystemsandtools

3.Thedesignoftechnologyarchitectureandmanagementsystems

4.Thedesignoftheprocessesrequired

5.?

a）ThedesignofFunctions

b）ThedesignofServiceLevelAgreements

c）Thedesignofapplications

d）Thedesignofmeasurementsystems,methodsandmetrics

3.WhichofthefollowingRolesisresponsibleforidentifyingopportunitiesforimprovement?

1.ServiceOwner

2.ContinualServiceImprovement（CSI）Manager

3.ProcessOwner

a）1and2only

b）1and3only

c）Alloftheabove

d）2and3only

4.LearningandimprovementistheprimaryconcernofwhichofthefollowingelementsoftheServiceLifecycle?

a）ServiceStrategy,ServiceDesign,ServiceTransition,ServiceOperationandContinualServiceImprovement

b）ServiceStrategy,ServiceTransitionandServiceOperation

c）ServiceOperationandContinualServiceImprovement

d）ContinualServiceImprovement

5.WhichofthefollowingisthemostappropriateapproachtocarryingoutServiceOperations?

a）TheinternalITviewismostimportantasServiceOperationshastomonitorandmanagetheinfrastructure

b）ServiceOperationsshouldmaintainabalancebetweenaninternalITviewandanexternalbusinessview

c）TheexternalbusinessviewismostimportantasServiceOperationsistheplacewherevalueisrealizedandthecustomerobtainsthebenefitoftheservices

d）ITOperationsdoesnottakeaninternalorexternalviewastheyexecuteprocessesdefinedbyServiceDesign

6.WhichofthefollowingstatementsabouttheServiceDeskareCORRECT?

1.TheServiceDeskisafunctionthatprovidesameansofcommunicationbetweenITanditsusersforalloperationalissues

2.TheServiceDeskisalwaystheowneroftheIncidentManagementprocess

a）2only

b）1only

c）Alloftheabove

d）Noneoftheabove

7.HowdoesanorganizationuseResourcesandCapabilitiesincreatingvalue?

a）Theyareusedtocreatevalueintheformofoutputforproductionmanagement

b）Theyareusedtocreatevalueintheformofgoodsandservices

c）TheyareusedtocreatevaluetotheITorganizationforServiceSupport

d）TheyareusedtocreatevaluetotheITorganizationforServiceDelivery

8.Inwhichcorepublicationcanyoufinddetaileddescriptionsofthefollowing?

1.ServicePortfolioManagement

2.DemandManagement

3.FinancialManagement

a）ServiceOperations

b）ServiceStrategy

c）ServiceTransition

d）ContinualServiceImprovement

9.WhichofthefollowingstatementsBESTdescribestheroleofCommunicationduringServiceOperation?

a）CommunicationisdefinedaspartofallprocessesandisexecutedinServiceOperation

b）CommunicationisaseparateprocessthatneedstobedefinedandexecutedwithServiceOperation

c）GoodcommunicationisessentialforsuccessfulServiceOperation,justasitisforanyotherphaseoftheLifecycle

d）CommunicationismoreimportantinServiceOperationthaninanyotherstageoftheServiceLifecycle

10.AProcessownerisresponsibleforwhichofthefollowing?

a）PurchasingtoolstosupporttheProcess

b）EnsuringthattargetsspecifiedinanSLAaremet

c）CarryingoutactivitiesdefinedintheProcess

d）MonitoringandimprovingtheProcess

11.DemandManagementisprimarilyusedto?

a）Increasecustomervalue

b）Eliminateexcesscapacityneeds

c）IncreasethevalueofIT

d）AlignbusinesswithITcost

12.WhichofthefollowingisNOTanadvantageoforganizingContinualServiceImprovement（CSI）usingtheRACImodel?

a）FacilitatesclearcommunicationandworkflowpracticeacrossallpartiesinvolvedintheCSIprogram

b）ClarifiestherolesandresponsibilitiesofindividualintheCSIprogramwhichcouldotherwisebeoverlappingandconfusing

c）IdentifieswhereinternalServiceLevelAgreements（SLAs）canbeestablishedtoimplementCSI

d）ProvidesaclearfocusformatchingtheCSIprocessestofinancialplanning

13.WhichofthefollowingareobjectivesoftheReleaseandDeploymentManagementprocess?

1.Toensurethereareclearreleaseanddeploymentplans

2.Toensurethatskillsandknowledgearetransferredtooperationsandsupportstaff

3.Toensurethereisminimalunpredictedimpactonproductionservices

4.ToprovidecostjustifiableITcapacitythatismatchedtotheneedsofthebusiness

a）1,2and3only

b）Alloftheabove

c）1and3only

d）1,3and4only

14.WhichofthefollowingquestionsisNOTansweredbyServicePortfolioManagement?

a）Howshouldourresourcesandcapabilitiesbeallocated?

b）Whatopportunitiesarethereinthemarket?

c）Whyshouldacustomerbuytheseservices?

d）Whatarethepricingorchargebackmodels?

15.WhichofthefollowingstatementsareNOTincludedinAccessManagement?

1.Verifyingtheidentityofusersrequestingaccesstoservices

2.Settingtherightsorprivilegesofsystemstoallowaccesstoauthorizedusers

3.Definingsecuritypoliciesforsystemaccess

4.Monitoringtheavailabilityofsystemsthatusersshouldhaveaccessto

a）3and4only

b）1and3only

c）2and3only

d）1and2only

16.ApplicationManagementisNOTresponsiblefor?

a）DocumentingandmaintainingthetechnicalskillsrequiredtomanageandsupportApplications

b）Managingapplicationsthroughtheirlifecycle

c）Assistinginthedecisiontobuildorbuynewsoftware

d）Developingoperationalfunctionalityrequiredbythebusiness

17.Ifsomethingcannotbemeasured,itshouldnotbedocumentedwithinwhichofthefollowing?

a）TheGlossaryofTerms

b）AServiceLevelAgreement

c）AnIncidentManagementrecord

d）AConfigurationItem（CI）

18.WhatisthepurposeoftheRequestFulfillmentProcess?

a）DealingwithServiceRequestsfromtheusers

b）MakingsureallrequestswithinanITOrganizationisfulfilled

c）EnsuringfulfillmentofChangeRequests

d）MakingsuretheServiceLevelAgreementismet

19.WhichofthefollowingareaswouldtechnologyhelptosupportduringtheServiceTransitionphaseofthelifecycle?

1.Dataminingandworkflowtools

2.Measurementandreportingsystems

3.ReleaseandDeploymenttechnology

4.ProcessDesign

a）1,2and3only

b）1,3and4only

c）2,3and4only

d）Alloftheabove

20.WhichofthefollowingstatementsisCORRECTabout‘goodpractice’?

a）Itcanbeusedtodriveanorganizationforward

b）Itissomethingthatisinwideindustryuse

c）Itisalwaysdocumentedininternationalstandards

d）ItisalwaysbasedonITIL

21.Considerthefollowingstatements:

1.AProcessshouldbetraceabletoaspecifictrigger

2.Acharacteristicofthe“Process”isthatitisperformancedrivenandabletobemeasured

WhichoftheabovestatementsareCORRECT?

a）1only

b）Alloftheabove

c）Noneoftheabove

d）2only

22.“Warrantyofaservice”meanswhichofthefollowing?

a）Theserviceisfitforpurpose

b）Therewillbenofailuresinapplicationsandinfrastructureassociatedwiththeservice

c）Allservice-relatedproblemsarefixedfreeofchargeforacertainperiodoftime

d）Customersareassuredofcertainlevelsofavailability,capacity,continuityandsecurity

23.TheobjectiveofServiceAssetandConfigurationManagementismostaccuratelydescribedas?

a）TounderstandtheperformancecharacteristicsofassetsandConfigurationItems（CIs）inordertomaximizetheircontributiontoservicelevels

b）TomanageserviceassetsandCIsfromanoperationalperspective

c）ToensurethatassetsandCIsdeliverthebusinessoutcomestheyweredesignedtoachieve

d）Todefineandcontrolthecomponentsofservicesandinfrastructureandmaintainaccurateconfigurationrecords

24.AServiceCatalogueshouldcontainwhichofthefollowing?

a）Theversioninformationofallsoftware

b）Theorganizationalstructureofthecompany

c）Assetinformation

d）Detailsofalloperationalservices

25.FacilitiesManagementrefersto?

a）TheManagementofITservicesthatareviewedas“utilities”,suchasprintersornetworkaccess

b）TheManagementofanoutsourcingcontract

c）TheManagementofthephysicalITenvironment,suchasaDataCenter

d）TheprocurementandmaintenanceoftoolsthatareusedbyIToperationsstafftomaintaintheinfrastructure

26.WhenplanningandimplementingaContinualServiceImprovement（CSI）initiative,whichofthefollowingbenefitsisLEASTusefulinsupportingabusinesscase?

a）Reducetechnologyinvestmentby$5mduetomoreaccuratecapacityandperformancemodelingprocesses

b）Reducesupportmanpowerdemandby30%duetoautomatedincidentandproblemmanagementprocesses

c）ImproveemployeemoraleandthereforecreatebetterrelationshipsbetweenITandbusinessunits

d）ReduceProblemresolutionby50%andminimizecriticalsystemoutages

27.WhichofthefollowingwouldNOTbestoredintheDefinitiveMediaLibrary（DML）?

a）Mastercopiesofsoftware

b）Backupsofapplicationdata

c）Softwarelicenses

d）Mastercopiesofcontrolleddocumentation

28.TheobjectiveoftheChangeManagementprocessismostaccuratelydescribedas?

a）Ensuringthatallchangesarerecorded,managed,testedandimplementedinacontrolledmanner

b）EnsuringthatchangestoITinfrastructurearemanagedefficientlyandeffectively

c）Ensuringthatallchangeshaveappropriateback-outplansintheeventoffailure

d）Protectingservicesbynotallowingchangestobemade

29.Functionsarebestdescribedas?

a）Withouttheirownbodyo