ITILV3试题1123.docx

1、ITILV3试题11231. The ITIL V3 core is best described as?a) An Operations Lifecycleb) An IT Management Lifecyclec) A Service Lifecycled) An Infrastructure Lifecycle2. Which aspect of Service Design is missing from the list below?1. The design of services2. The design of Service Management systems and to

2、ols3. The design of technology architecture and management systems4. The design of the processes required5. ?a) The design of Functionsb) The design of Service Level Agreementsc) The design of applicationsd) The design of measurement systems, methods and metrics3. Which of the following Roles is res

3、ponsible for identifying opportunities for improvement?1. Service Owner2. Continual Service Improvement (CSI) Manager3. Process Ownera) 1 and 2 onlyb) 1 and 3 onlyc) All of the aboved) 2 and 3 only4. Learning and improvement is the primary concern of which of the following elements of the Service Li

4、fecycle?a) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvementb) Service Strategy, Service Transition and Service Operationc) Service Operation and Continual Service Improvementd) Continual Service Improvement5. Which of the following is the most

5、 appropriate approach to carrying out Service Operations?a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructureb) Service Operations should maintain a balance between an internal IT view and an external business viewc) The external business view

6、is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the servicesd) IT Operations does not take an internal or external view as they execute processes defined by Service Design6. Which of the following statements about the Service Desk

7、are CORRECT?1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues2. The Service Desk is always the owner of the Incident Management processa) 2 onlyb) 1 onlyc) All of the aboved) None of the above7. How does an organization use R

8、esources and Capabilities in creating value?a) They are used to create value in the form of output for production managementb) They are used to create value in the form of goods and servicesc) They are used to create value to the IT organization for Service Supportd) They are used to create value to

9、 the IT organization for Service Delivery8. In which core publication can you find detailed descriptions of the following?1. Service Portfolio Management2. Demand Management3. Financial Managementa) Service Operationsb) Service Strategyc) Service Transitiond) Continual Service Improvement9. Which of

10、 the following statements BEST describes the role of Communication during Service Operation?a) Communication is defined as part of all processes and is executed in Service Operationb) Communication is a separate process that needs to be defined and executed with Service Operationc) Good communicatio

11、n is essential for successful Service Operation, just as it is for any other phase of the Lifecycled) Communication is more important in Service Operation than in any other stage of the Service Lifecycle10. A Process owner is responsible for which of the following?a) Purchasing tools to support the

12、Processb) Ensuring that targets specified in an SLA are metc) Carrying out activities defined in the Processd) Monitoring and improving the Process11. Demand Management is primarily used to?a) Increase customer valueb) Eliminate excess capacity needsc) Increase the value of ITd) Align business with

13、IT cost12. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?a) Facilitates clear communication and workflow practice across all parties involved in the CSI programb) Clarifies the roles and responsibilities of individual in the CSI pro

14、gram which could otherwise be overlapping and confusingc) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSId) Provides a clear focus for matching the CSI processes to financial planning 13. Which of the following are objectives of the Release and Deploymen

15、t Management process?1. To ensure there are clear release and deployment plans2. To ensure that skills and knowledge are transferred to operations and support staff3. To ensure there is minimal unpredicted impact on production services4. To provide cost justifiable IT capacity that is matched to the

16、 needs of the businessa) 1, 2 and 3 onlyb) All of the abovec) 1 and 3 onlyd) 1, 3 and 4 only 14. Which of the following questions is NOT answered by Service Portfolio Management?a) How should our resources and capabilities be allocated?b) What opportunities are there in the market?c) Why should a cu

17、stomer buy these services?d) What are the pricing or chargeback models? 15. Which of the following statements are NOT included in Access Management?1. Verifying the identity of users requesting access to services2. Setting the rights or privileges of systems to allow access to authorized users3. Def

18、ining security policies for system access4. Monitoring the availability of systems that users should have access toa) 3 and 4 onlyb) 1 and 3 onlyc) 2 and 3 onlyd) 1 and 2 only 16. Application Management is NOT responsible for?a) Documenting and maintaining the technical skills required to manage and

19、 support Applicationsb) Managing applications through their lifecyclec) Assisting in the decision to build or buy new softwared) Developing operational functionality required by the business 17. If something cannot be measured, it should not be documented within which of the following?a) The Glossar

20、y of Termsb) A Service Level Agreementc) An Incident Management recordd) A Configuration Item (CI) 18. What is the purpose of the Request Fulfillment Process?a) Dealing with Service Requests from the usersb) Making sure all requests within an IT Organization is fulfilledc) Ensuring fulfillment of Ch

21、ange Requestsd) Making sure the Service Level Agreement is met 19. Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?1. Data mining and workflow tools2. Measurement and reporting systems3. Release and Deployment technology4. Process De

22、signa) 1, 2 and 3 onlyb) 1, 3 and 4 onlyc) 2, 3 and 4 onlyd) All of the above 20. Which of the following statements is CORRECT about good practice?a) It can be used to drive an organization forwardb) It is something that is in wide industry usec) It is always documented in international standardsd)

23、It is always based on ITIL 21. Consider the following statements:1. A Process should be traceable to a specific trigger2. A characteristic of the “Process” is that it is performance driven and able to be measuredWhich of the above statements are CORRECT?a) 1 onlyb) All of the abovec) None of the abo

24、ved) 2 only 22. “Warranty of a service” means which of the following?a) The service is fit for purposeb) There will be no failures in applications and infrastructure associated with the servicec) All service-related problems are fixed free of charge for a certain period of timed) Customers are assur

25、ed of certain levels of availability, capacity, continuity and security 23. The objective of Service Asset and Configuration Management is most accurately described as?a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to

26、service levelsb) To manage service assets and CIs from an operational perspectivec) To ensure that assets and CIs deliver the business outcomes they were designed to achieved) To define and control the components of services and infrastructure and maintain accurate configuration records 24. A Servic

27、e Catalogue should contain which of the following?a) The version information of all softwareb) The organizational structure of the companyc) Asset informationd) Details of all operational services 25. Facilities Management refers to?a) The Management of IT services that are viewed as “utilities”, su

28、ch as printers or network accessb) The Management of an outsourcing contractc) The Management of the physical IT environment, such as a Data Centerd) The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure 26. When planning and implementing a Cont

29、inual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case?a) Reduce technology investment by $5m due to more accurate capacity and performance modeling processesb) Reduce support manpower demand by 30% due to automated incident and prob

30、lem management processesc) Improve employee morale and therefore create better relationships between IT and business unitsd) Reduce Problem resolution by 50% and minimize critical system outages 27. Which of the following would NOT be stored in the Definitive Media Library (DML)?a) Master copies of

31、softwareb) Backups of application datac) Software licensesd) Master copies of controlled documentation 28. The objective of the Change Management process is most accurately described as?a) Ensuring that all changes are recorded, managed, tested and implemented in a controlled mannerb) Ensuring that changes to IT infrastructure are managed efficiently and effectivelyc) Ensuring that all changes have appropriate back-out plans in the event of failured) Protecting services by not allowing changes to be made 29. Functions are best described as?a) Without their own body o