良品517 发表于 2013-8-22 09:06:21

ITIL-V3 最新题库

学习资料：IT运维管理社区专家讲堂直播300期视频回放

ITILFoundation3ITILFoundation3ITILFoundation3ITILFoundationv.3Number:EX0-101QUESTION143Whichpartoftheservicelifecycleisresponsibleforcoordinatingandcarryingouttheactivitiesandprocessesrequiredtodeliverandmanageservicesatagreedlevelstobusinessusersandcustomers?A.ContinualServiceImprovementB.ServiceTransitionC.ServiceDesignD.ServiceOperationAnswer:DQUESTION144Intermsofad**valuetothebusiness,whichofthefollowingdescribesServiceOperation'scontribution?A.Thecostoftheserviceisdesigned,predictedandvalidatedB.MeasuresforoptimizationareidentifiedC.ServicevalueismodelledD.ServicevalueisactuallyseenbycustomersAnswer:DQUESTION145Lookingforwaystoimproveprocessefficiencyandcosteffectivenessisapurposeofwhichpartoftheservicelifecycle?A.ServiceOperationB.ServiceTransitionC.ContinualServiceImprovementD.ServiceStrategyAnswer:CQUESTION146WhichofthefollowingAvailabilityManagementactivitiesareconsideredtobeproactiveasopposedtoreactive?1.Riskassessment2.Testingofresiliencemechanisms3.MonitoringofcomponentavailabilityA.AlloftheaboveB.1and2onlyC.1and3onlyD.2and3onlyAnswer:BQUESTION147Customerperceptionsandbusinessoutcomeshelptodefinewhat?A.ThevalueofaserviceB.CustomersatisfactionC.TotalcostofownershipD.KeyperformanceindicatorsAnswer:AQUESTION148Thepositiveeffectthatcustomersperceiveaservicecanhaveontheirbusinessoutcomesisreferredtoaswhat?A.TheutilityofaserviceB.ThewarrantyofaserviceC.TheeconomicvalueofaserviceD.ReturnoninvestmentAnswer:AQUESTION149Aconsultanthasmadetworecommendationstoyouinareport:1.ToincludelegalterminologyinyourServiceLevelAgreements(SLAs)2.ItisnotnecessarytobeabletomeasureallthetargetsinanSLAWhichoftherecommendationsconformtoServiceLevelManagementgoodpractice?A.1onlyB.2onlyC.BothoftheaboveD.**theroftheaboveAnswer:DQUESTION1WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualServiceImprovement(CSI)?A.ReturnOnInvestment(ROI),ValueOnInvestment(VOI),qualityB.Strategic,tacticalandoperationalC.CriticalSuccessFactors(CSFs),KeyPerformanceIndicators(KPIs),activitiesD.Technology,processandserviceAnswer:DQUESTION2WhichofthefollowingisNOTavalidobjectiveofProblemManagement?A.TopreventProblemsandtheirresultantIncidentsB.TomanageProblemsthroughouttheirlifecycleC.TorestoreservicetoauserD.ToeliminaterecurringIncidentsAnswer:CQUESTION3AvailabilityManagementisresponsibleforavailabilityofthe:A.ServicesandComponentsB.ServicesandBusinessProcessesC.ComponentsandBusinessProcessesD.Services,ComponentsandBusinessProcessesAnswer:AQUESTION4Contractsareusedtodefine:A.TheprovisionofITservicesorbusinessservicesbyaServiceProviderB.TheprovisionofgoodsandservicesbySuppliersC.ServiceLevelsthathavebeenagreedbetweentheServiceProviderandtheirCustomerD.MetricsandCriticalSuccessFactors(CSFs)inanexternalagreementAnswer:BQUESTION5WhichofthefollowingisNOTanexampleofSelf-Helpcapabilities?A.RequirementtoalwayscalltheServiceDeskforservicerequestsB.Webfront-endC.Menu-drivenrangeofselfhelpandservicerequestsD.Adirectinterfaceintotheback-endprocess-handlingsoftwareAnswer:AQUESTION6Whoownsthespecificcostsandrisksassociatedwithprovi**aservice?A.TheServiceProviderB.TheServiceLevelManagerC.TheCustomerD.TheFinancedepartmentAnswer:AQUESTION7WhichofthefollowingaretypesofcommunicationyoucouldexpectthefunctionswithinServiceOperationtoperform?1.CommunicationbetweenDataCentreshifts2.Communicationrelatedtochanges3.Performancereporting4.RoutineoperationalcommunicationA.1onlyB.2and3onlyC.1,2and4onlyD.AlloftheaboveAnswer:DQUESTION8HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?A.AsmanyasnecessarytocompletetheactivityB.Onlyone-theprocessownerC.Two-theprocessownerandtheprocessenactorD.Onlyone-theprocessarchitectAnswer:BQUESTION9WhatguidancedoesITILgiveonthefrequencyofproductionofservicereporting?A.ServicereportingintervalsmustbedefinedandagreedwiththecustomersB.ReportingintervalsshouldbesetbytheServiceProviderC.ReportsshouldbeproducedweeklyD.ServicereportingintervalsmustbethesameforallservicesAnswer:AQUESTION10WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?A.Asetofspecialisedorganizationalcapabilitiesforprovi**valuetocustomersintheformofservicesB.Agroupofinteracting,interrelated,orindependentcomponentsthatformaunifiedwhole,operatingtogetherforacommonpurposeC.ThemanagementoffunctionswithinanorganizationtoperformcertainactivitiesD.UnitsoforganizationswithrolestoperformcertainactivitiesAnswer:AQUESTION11Whichofthefollowingwouldbedefinedaspartofeveryprocess?1.Roles2.Activities3.Functions4.ResponsibilitiesA.1and3onlyB.AlloftheaboveC.2and4onlyD.1,2and4onlyAnswer:DQUESTION12WhichofthefollowingstatementsisCORRECTforeveryprocess?1.Itdeliversitsprimaryresultstoacustomerorstakeholder2.ItdefinesactivitiesthatareexecutedbyasinglefunctionA.BothoftheaboveB.1onlyC.**theroftheaboveD.2onlyAnswer:BQUESTION13Whatarethepublicationsthatprovideguidancespecifictoindustrysectorsandorganizationtypesknownas?A.TheServiceStrategyandServiceTransitionbooksB.TheITILComplementaryGuidanceC.TheServiceSupportandServiceDeliverybooksD.PocketGuidesAnswer:BQUESTION14WhichofthefollowingisNOTapurposeofServiceTransition?A.Toensurethataservicecanbemanaged,operatedandsupportedB.ToprovidetrainingandcertificationinprojectmanagementC.ToprovidequalityknowledgeofChange,ReleaseandDeploymentManagementD.ToplanandmanagethecapacityandresourcerequirementstomanageareleaseAnswer:BQUESTION15WhatistheBESTdescriptionofthepurposeofServiceOperation?A.TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycleB.ToproactivelypreventalloutagestoITServicesC.TodesignandbuildprocessesthatwillmeetbusinessneedsD.TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomersAnswer:DQUESTION16WhichofthefollowingshouldNOTbeaconcernofRiskManagement?A.ToensurethattheorganizationcancontinuetooperateintheeventofamajordisruptionordisasterB.ToensurethattheworkplaceisasafeenvironmentforitsemployeesandcustomersC.Toensurethattheorganizationassets,suchasinformation,facilitiesandbuil**areprotectedfromthreats,damageorlossD.ToensureonlythechangerequestswithmitigatedrisksareapprovedforimplementationAnswer:DQUESTION17WhatistheBESTdescriptionofanOperationalLevelAgreement(OLA)?A.AnagreementbetweentheserviceproviderandanotherpartofthesameorganizationB.AnagreementbetweentheserviceproviderandanexternalorganizationC.Adocumentthatdescribestoacustomerhowserviceswillbeoperatedonaday-to-daybasisD.AdocumentthatdescribesbusinessservicestooperationalstaffAnswer:AQUESTION18WhichofthefollowingistheCORRECTdefinitionofaReleaseUnit?A.AmeasurementofcostB.AfunctiondescribedwithinServiceTransitionC.TheteamofpeopleresponsibleforimplementingareleaseD.TheportionofaserviceorITinfrastructurethatisnormallyreleasedtogetherAnswer:DQUESTION19TheBESTdefinitionofanIncidentis:A.AnunplanneddisruptionofserviceunlessthereisabackuptothatserviceB.AnunplannedinterruptionorreductioninthequalityofanITServiceC.AnydisruptiontoservicewhetherplannedorunplannedD.AnydisruptiontoservicethatisreportedtotheServiceDesk,regardlessofwhethertheserviceisimpactedornotAnswer:BQUESTION20InwhichofthefollowingsituationsshouldaProblemRecordbecreated?A.AneventindicatesthataredundantnetworksegmenthasfailedbutithasnotimpactedanyusersB.AnIncidentispassedtosecond-levelsupportC.ATechnicalManagementteamidentifiesapermanentresolutiontoanumberofrecurringIncidentsD.IncidentManagementhasfoundaworkaroundbutneedssomeassistanceinimplementingitAnswer:CQUESTION21WhichofthefollowingBESTdescribesaProblem?A.AKnownErrorforwhichthecauseandresolutionarenotyetknownB.ThecauseoftwoormoreIncidentsC.AseriousIncidentwhichhasacriticalimpacttothebusinessD.ThecauseofoneormoreIncidentsAnswer:DQUESTION22ImplementationofITILServiceManagementrequirespreparingandplanningtheeffectiveandefficientuseof:A.People,Process,Partners,SuppliersB.People,Process,Products,TechnologyC.People,Process,Products,PartnersD.People,Products,Technology,PartnersAnswer:CQUESTION23WhatwouldbethenextstepintheContinualServiceImprovement(CSI)Modelafter:1.Whatisthevision?2.Wherearewenow?3.Wheredowewanttobe?4.Howdowegetthere?5.Didwegetthere?6.?A.WhatistheReturnOnInvestment(ROI)?B.Howmuchdiditcost?C.Howdowekeepthemomentumgoing?D.WhatistheValueOnInvestment(VOI)?Answer:CQUESTION24WhichofthefollowingdoServiceMetricsmeasure?A.ProcessesandfunctionsB.MaturityandcostC.TheendtoendserviceD.InfrastructureavailabilityAnswer:CQUESTION25TheMAINobjectiveofServiceLevelManagementis:A.TocarryouttheServiceOperationsactivitiesneededtosupportcurrentITservicesB.ToensurethatsufficientcapacityisprovidedtodelivertheagreedperformanceofservicesC.TocreateandpopulateaServiceCatalogueD.ToensurethatanagreedlevelofITserviceisprovidedforallcurrentITservicesAnswer:DQUESTION26WhichprocessesreviewUnderpinningContractsonaregularbasis?A.SupplierManagementandServiceLevelManagementB.SupplierManagementandDemandManagementC.DemandManagementandServiceLevelManagementD.SupplierManagement,DemandManagementandServiceLevelManagementAnswer:AQUESTION27WhichofthefollowingstatementsabouttheServicePortfolioandServiceCatalogueistheMOSTCORRECT?A.TheServiceCatalogueonlyhasinformationaboutservicesthatarelive,orbeingpreparedfordeployment;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredforfuturedevelopmentB.TheServiceCataloguehasinformationaboutallservices;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredforfuturedevelopmentC.TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformationaboutserviceswhicharelive,orbeingpreparedfordeploymentD.ServiceCatalogueandServicePortfolioaredifferentnamesforthesamethingAnswer:CQUESTION28WhichroleorfunctionisresponsibleformonitoringactivitiesandeventsintheITInfrastructure?A.ServiceLevelManagementB.ITOperationsManagementC.CapacityManagementD.IncidentManagementAnswer:BQUESTION29Considerthefollowinglist:1.ChangeAuthority2.ChangeManager3.ChangeAdvisoryBoard(CAB)WhataretheseBESTdescribedas?A.JobdescriptionsB.FunctionsC.TeamsD.Roles,peopleorgroupsAnswer:DQUESTION30ServiceTransitioncontainsdetaileddescriptionsofwhichprocesses?A.ChangeManagement,ServiceAssetandConfigurationManagement,ReleaseandDeploymentManagementB.ChangeManagement,CapacityManagementEventManagement,ServiceRequestManagementC.ServiceLevelManagement,ServicePortfolioManagement,ServiceAssetandConfigurationManagementD.ServiceAssetandConfigurationManagement,ReleaseandDeploymentManagement,RequestFulfilmentAnswer:A

huangjie528 发表于 2013-8-22 12:55:40

谢谢分享！

魔鬼爱人 发表于 2014-3-27 12:55:44

非常好，顶一下

steven007_83 发表于 2014-12-9 08:49:11

谢谢分享

joannazhao 发表于 2015-4-26 09:39:48

谢谢分享
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