itilfoundationv3考试题库.docx

itilfoundationv3考试题库.docx

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itilfoundationv3考试题库

EX0-101ITILFoundationv.3

ExamA

QUESTION1

WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualServiceImprovement（CSI）?

A.

ReturnOnInvestment（ROI）,ValueOnInvestment（VOI）,quality

B.

Strategic,tacticalandoperational

C.

CriticalSuccessFactors（CSFs）,KeyPerformanceIndicators（KPIs）,activities

D.

Technology,processandservice

Answer:

D

QUESTION2

WhichofthefollowingisNOTavalidobjectiveofProblemManagement?

A.

TopreventProblemsandtheirresultantIncidents

B.

TomanageProblemsthroughouttheirlifecycle

C.

Torestoreservicetoauser

D.

ToeliminaterecurringIncidents

Answer:

C

QUESTION3

AvailabilityManagementisresponsibleforavailabilityofthe:

A.

ServicesandComponents

B.

ServicesandBusinessProcesses

C.

ComponentsandBusinessProcesses

D.

Services,ComponentsandBusinessProcesses

Answer:

A

QUESTION4

Contractsareusedtodefine:

A.

TheprovisionofITservicesorbusinessservicesbyaServiceProvider

B.

TheprovisionofgoodsandservicesbySuppliers

C.

ServiceLevelsthathavebeenagreedbetweentheServiceProviderandtheirCustomer

D.

MetricsandCriticalSuccessFactors（CSFs）inanexternalagreement

Answer:

B

QUESTION5

WhichofthefollowingisNOTanexampleofSelf-Helpcapabilities?

A.

RequirementtoalwayscalltheServiceDeskforservicerequests

B.

Webfront-end

C.

Menu-drivenrangeofselfhelpandservicerequests

D.

Adirectinterfaceintotheback-endprocess-handlingsoftware

Answer:

A

QUESTION6

Whoownsthespecificcostsandrisksassociatedwithprovidingaservice?

A.

TheServiceProvider

B.

TheServiceLevelManager

C.

TheCustomer

D.

TheFinancedepartment

Answer:

A

QUESTION7

WhichofthefollowingaretypesofcommunicationyoucouldexpectthefunctionswithinService

Operationtoperform?

1.CommunicationbetweenDataCentreshifts

2.Communicationrelatedtochanges

3.Performancereporting

4.Routineoperationalcommunication

A.

1only

B.

2and3only

C.

1,2and4only

D.

Alloftheabove

Answer:

D

QUESTION8

HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?

A.

Asmanyasnecessarytocompletetheactivity

B.

Onlyone-theprocessowner

C.

Two-theprocessownerandtheprocessenactor

D.

Onlyone-theprocessarchitect

Answer:

B

QUESTION9

WhatguidancedoesITILgiveonthefrequencyofproductionofservicereporting?

A.

Servicereportingintervalsmustbedefinedandagreedwiththecustomers

B.

ReportingintervalsshouldbesetbytheServiceProvider

C.

Reportsshouldbeproducedweekly

D.

Servicereportingintervalsmustbethesameforallservices

Answer:

A

QUESTION10

WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?

A.

Asetofspecialisedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservices

B.

Agroupofinteracting,interrelated,orindependentcomponentsthatformaunifiedwhole,operating

togetherforacommonpurpose

C.

Themanagementoffunctionswithinanorganizationtoperformcertainactivities

D.

Unitsoforganizationswithrolestoperformcertainactivities

Answer:

A

QUESTION11

Whichofthefollowingwouldbedefinedaspartofeveryprocess?

1.Roles

2.Activities

3.Functions

4.Responsibilities

A.

1and3only

B.

Alloftheabove

C.

2and4only

D.

1,2and4only

Answer:

D

QUESTION12

WhichofthefollowingstatementsisCORRECTforeveryprocess?

1.Itdeliversitsprimaryresultstoacustomerorstakeholder

2.Itdefinesactivitiesthatareexecutedbyasinglefunction

A.

Bothoftheabove

B.

1only

C.

Neitheroftheabove

D.

2only

Answer:

B

QUESTION13

Whatarethepublicationsthatprovideguidancespecifictoindustrysectorsandorganizationtypes

knownas?

A.

TheServiceStrategyandServiceTransitionbooks

B.

TheITILComplementaryGuidance

C.

TheServiceSupportandServiceDeliverybooks

D.

PocketGuides

Answer:

B

QUESTION14

WhichofthefollowingisNOTapurposeofServiceTransition?

A.

Toensurethataservicecanbemanaged,operatedandsupported

B.

Toprovidetrainingandcertificationinprojectmanagement

C.

ToprovidequalityknowledgeofChange,ReleaseandDeploymentManagement

D.

Toplanandmanagethecapacityandresourcerequirementstomanagearelease

Answer:

B

QUESTION15

WhatistheBESTdescriptionofthepurposeofServiceOperation?

A.

TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycle

B.

ToproactivelypreventalloutagestoITServices

C.

Todesignandbuildprocessesthatwillmeetbusinessneeds

D.

TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomers

Answer:

D

QUESTION16

WhichofthefollowingshouldNOTbeaconcernofRiskManagement?

A.

Toensurethattheorganizationcancontinuetooperateintheeventofamajordisruptionordisaster

B.

Toensurethattheworkplaceisasafeenvironmentforitsemployeesandcustomers

C.

Toensurethattheorganizationassets,suchasinformation,facilitiesandbuildingareprotectedfrom

threats,damageorloss

D.

Toensureonlythechangerequestswithmitigatedrisksareapprovedforimplementation

Answer:

D

QUESTION17

WhatistheBESTdescriptionofanOperationalLevelAgreement（OLA）?

A.

Anagreementbetweentheserviceproviderandanotherpartofthesameorganization

B.

Anagreementbetweentheserviceproviderandanexternalorganization

C.

Adocumentthatdescribestoacustomerhowserviceswillbeoperatedonaday-to-daybasis

D.

Adocumentthatdescribesbusinessservicestooperationalstaff

Answer:

A

QUESTION18

WhichofthefollowingistheCORRECTdefinitionofaReleaseUnit?

A.

Ameasurementofcost

B.

AfunctiondescribedwithinServiceTransition

C.

Theteamofpeopleresponsibleforimplementingarelease

D.

TheportionofaserviceorITinfrastructurethatisnormallyreleasedtogether

Answer:

D

QUESTION19

TheBESTdefinitionofanIncidentis:

A.

Anunplanneddisruptionofserviceunlessthereisabackuptothatservice

B.

AnunplannedinterruptionorreductioninthequalityofanITService

C.

Anydisruptiontoservicewhetherplannedorunplanned

D.

AnydisruptiontoservicethatisreportedtotheServiceDesk,regardlessofwhethertheserviceis

impactedornot

Answer:

B

QUESTION20

InwhichofthefollowingsituationsshouldaProblemRecordbecreated?

A.

Aneventindicatesthataredundantnetworksegmenthasfailedbutithasnotimpactedanyusers

B.

AnIncidentispassedtosecond-levelsupport

C.

ATechnicalManagementteamidentifiesapermanentresolutiontoanumberofrecurringIncidents

D.

IncidentManagementhasfoundaworkaroundbutneedssomeassistanceinimplementingit

Answer:

C

QUESTION21

WhichofthefollowingBESTdescribesaProblem?

A.

AKnownErrorforwhichthecauseandresolutionarenotyetknown

B.

ThecauseoftwoormoreIncidents

C.

AseriousIncidentwhichhasacriticalimpacttothebusiness

D.

ThecauseofoneormoreIncidents

Answer:

D

QUESTION22

ImplementationofITILServiceManagementrequirespreparingandplanningtheeffectiveandefficient

useof:

A.

People,Process,Partners,Suppliers

B.

People,Process,Products,Technology

C.

People,Process,Products,Partners

D.

People,Products,Technology,Partners

Answer:

C

QUESTION23

WhatwouldbethenextstepintheContinualServiceImprovement（CSI）Modelafter:

1.Whatisthevision?

2.Wherearewenow?

3.Wheredowewanttobe?

4.Howdowegetthere?

5.Didwegetthere?

6.?

A.

WhatistheReturnOnInvestment（ROI）?

B.

Howmuchdiditcost?

C.

Howdowekeepthemomentumgoing?

D.

WhatistheValueOnInvestment（VOI）?

Answer:

C

QUESTION24

WhichofthefollowingdoServiceMetricsmeasure?

A.

Processesandfunctions

B.

Maturityandcost

C.

Theendtoendservice

D.

Infrastructureavailability

Answer:

C

QUESTION25

TheMAINobjectiveofServiceLevelManagementis:

A.

TocarryouttheServiceOperationsactivitiesneededtosupportcurrentITservices

B.

Toensurethatsufficientcapacityisprovidedtodelivertheagreedperformanceofservices

C.

TocreateandpopulateaServiceCatalogue

D.

ToensurethatanagreedlevelofITserviceisprovidedforallcurrentITservices

Answer:

D

QUESTION26

WhichprocessesreviewUnderpinningContractsonaregularbasis?

A.

SupplierManagementandServiceLevelManagement

B.

SupplierManagementandDemandManagement

C.

DemandManagementandServiceLevelManagement

D.

SupplierManagement,DemandManagementandServiceLevelManagement

Answer:

A

QUESTION27

WhichofthefollowingstatementsabouttheServicePortfolioandServiceCatalogueistheMOST

CORRECT?

A.

TheServiceCatalogueonlyhasinformationaboutservicesthatarelive,orbeingpreparedfor

deployment;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredforfuture

development

B.

TheServiceCataloguehasinformationaboutallservices;theServicePortfolioonlyhasinformation

aboutserviceswhicharebeingconsideredforfuturedevelopment

C.

TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformation

aboutserviceswhicharelive,orbeingpreparedfordeployment

D.

ServiceCatalogueandServicePortfolioaredifferentnamesforthesamething

Answer:

C

QUESTION28

WhichroleorfunctionisresponsibleformonitoringactivitiesandeventsintheITInfrastructure?

A.

ServiceLevelManagement

B.

ITOperationsManagement

C.

CapacityManagemen