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