ITILFoundationv3.docx

1、ITILFoundationv3QUESTION 1Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?A. Service OperationB. Service TransitionC. Continual Service ImprovementD. Service StrategyQUESTION 2Which of the following statements is CORRECT for e

2、very 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 onlyQUESTION 3Which stage of the Service Lifecycle is MOST concerned with defining policies and objectiv

3、es?A. Service DesignB. Service TransitionC. Service StrategyD. Service OperationQUESTION 4Which of the following statements is CORRECT?A. Process owners are more important to service management than service ownersB. Service owners are more important to service management than process ownersC. Servic

4、e owners are as important to service management as process ownersD. Process owners and service owners are not required within the same organizationQUESTION 5Which of the following might be used to manage an Incident?1. Incident Model2. Known Error RecordA. 1 onlyB. 2 onlyC. Both of the aboveD. Neith

5、er of the aboveQUESTION 6Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?A. The Change Management Process OwnerB. The Change Advisory Board (CAB)C. The Service OwnerD. The Continual Service Improvement ManagerQUESTION 7A Service Design Package should be produc

6、ed for which of the following?1. A new IT service2. A major change to an IT service3. An Emergency Change to an IT service4. An IT service retirementA. 1, 2 and 3 onlyB. 1, 2 and 4 onlyC. 1, 3 and 4 onlyD. All of the aboveQUESTION 8Which of the following statements about the Service Portfolio and Se

7、rvice 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

8、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 C

9、atalogue and Service Portfolio are different names for the same thingQUESTION 9Which model delivers a view of the services, assets and infrastructure?A. Incident ModelB. Problem ModelC. Configuration ModelD. Change ModelQUESTION 10What type of improvement should be achieved by using the Deming Cycle

10、?A. Rapid, one-off improvementB. Return on investment within 12 monthsC. Quick winsD. Steady, ongoing improvementQUESTION 11Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataQUESTION 12Which of these statements about Resources and Capabilities is CORRECT?A

11、. 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 AssetQUESTION 13Which of the following functions woul

12、d be responsible for management of a data centre?A. Technical ManagementB. Service DeskC. IT Operations ControlD. Facilities ManagementQUESTION 14Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change ar

13、e both ways of adding business value through which part of the service lifecycle?A. Service TransitionB. Risk ManagementC. IT Service Continuity ManagementD. Availability ManagementQUESTION 15A consultant has made two recommendations to you in a report:1. To include legal terminology in your Service

14、 Level Agreements (SLAs)2. It is not necessary to be able to measure all the targets in an SLAWhich of the recommendations conform to Service Level Management good practice?A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveQUESTION 16Which Functions are included in IT Operations Managemen

15、t?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release ManagementQUESTION 17The Supplier Management process includes:1. Service Design activities, to ensure that contracts w

16、ill 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 onlyQUEST

17、ION 18Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?A. CategorizationB. LoggingC. PrioritizationD. ClosureQUESTION 19Which process is responsible for low risk, frequently occurring, low

18、 cost changes?A. Demand ManagementB. Incident ManagementC. Release and Deployment ManagementD. Request FulfilmentQUESTION 20Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes a

19、nd the technology are considered during development?A. Service DesignB. Service StrategyC. Service OperationD. Continual Service ImprovementQUESTION 21A 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,

20、 Do, Check, Act (PDCA) cycleQUESTION 22One of the five major aspects of Service Design is the design of service solutions:Which of the following does this include?A. Only capabilities needed and agreedB. Only resources and capabilities neededC. Only requirements needed and agreedD. Requirements, res

21、ources and capabilities needed and agreedQUESTION 23The positive effect that customers perceive a service can have on their business outcomes is referred to as what?A. The utility of a serviceB. The warranty of a serviceC. The economic value of a serviceD. Return on investmentQUESTION 24Which of the

22、 following is NOT a benefit of using public frameworks and standards?A. Knowledge of public frameworks is more likely to be widely distributed.B. They are always free ensuring they can be implemented quickly.C. They are validated across a wide range of environments making them more robustD. They mak

23、e collaboration between organizations easier by giving a common languageQUESTION 25Access Management is closely related to which other processes?A. Availability Management onlyB. Information Security Management and 3rd line supportC. Information Security Management and Availability ManagementD. Info

24、rmation Security Management onlyQUESTION 26Which 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 Se

25、rvice Level ManagementQUESTION 27Which process lists Understanding patterns of business activity as a major role?A. Demand ManagementB. Supplier ManagementC. Service DeskD. Request FulfillmentQUESTION 28Data used to support the capacity management process should be stored in:A. A configuration manag

26、ement database (CMDB)B. A capacity database (COB)C. A configuration management system (CMS)D. A capacity management information system (CMIS)QUESTION 29Which of the following is the BEST description of a Service-based Service Level Agreement (SLJI.)?A. An agreement with an individual customer group,

27、 covering all the services that they useB. An agreement that covers one service for a single customerC. An agreement that covers service specific issues in a multi-level SLA structureD. An agreement that covers one service for all users of that serviceQUESTION 30What are the categories of event desc

28、ribed in the ITIL Service Operation book?A. Informational, Scheduled, NormalB. Scheduled, Unscheduled, EmergencyC. Informational, Warning, ExceptionD. Warning, Reactive, ProactiveQUESTION 31Which of the following is NOT one of the five individual aspects of Service Design?A. The design of the Servic

29、e Portfolio, including the Service CatalogueB. The design of new or changed servicesC. The design of Market SpacesD. The design of the technology architecture and management systemsQUESTION 32Consider the following list:1. Change Authority2. Change Manager3. Change Advisory Board (CAB)What are these

30、 BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsQUESTION 33The 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 disruptio

31、n 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 notQUESTION 34Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?A. Service Level ManagementB. Problem ManagementC. Change ManagementD. Event ManagementQUESTION 35Which of the following are types of communication yo