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ITILFoundation3

ITILFoundation3

ITILFoundation3

ITILFoundationv.3

Number:EX0-101

QUESTION143

Whichpartoftheservicelifecycleisresponsibleforcoordinatingandcarryingouttheactivitiesand

processesrequiredtodeliverandmanageservicesatagreedlevelstobusinessusersandcustomers?

A.ContinualServiceImprovement

B.ServiceTransition

C.ServiceDesign

D.ServiceOperation

Answer:D

QUESTION144

Intermsofad**valuetothebusiness,whichofthefollowingdescribesServiceOperation's

contribution?

A.Thecostoftheserviceisdesigned,predictedandvalidated

B.Measuresforoptimizationareidentified

C.Servicevalueismodelled

D.Servicevalueisactuallyseenbycustomers

Answer:D

QUESTION145

Lookingforwaystoimproveprocessefficiencyandcosteffectivenessisapurposeofwhichpartofthe

servicelifecycle?

A.ServiceOperation

B.ServiceTransition

C.ContinualServiceImprovement

D.ServiceStrategy

Answer:C

QUESTION146

WhichofthefollowingAvailabilityManagementactivitiesareconsideredtobeproactiveasopposedto

reactive?

1.Riskassessment

2.Testingofresiliencemechanisms

3.Monitoringofcomponentavailability

A.Alloftheabove

B.1and2only

C.1and3only

D.2and3only

Answer:B

QUESTION147

Customerperceptionsandbusinessoutcomeshelptodefinewhat?

A.Thevalueofaservice

B.Customersatisfaction

C.Totalcostofownership

D.Keyperformanceindicators

Answer:A

QUESTION148

Thepositiveeffectthatcustomersperceiveaservicecanhaveontheirbusinessoutcomesisreferred

toaswhat?

A.Theutilityofaservice

B.Thewarrantyofaservice

C.Theeconomicvalueofaservice

D.Returnoninvestment

Answer:A

QUESTION149

Aconsultanthasmadetworecommendationstoyouinareport:

1.ToincludelegalterminologyinyourServiceLevelAgreements(SLAs)

2.ItisnotnecessarytobeabletomeasureallthetargetsinanSLA

WhichoftherecommendationsconformtoServiceLevelManagementgoodpractice?

A.1only

B.2only

C.Bothoftheabove

D.**theroftheabove

Answer:D

QUESTION1

WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualService

Improvement(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

Whoownsthespecificcostsandrisksassociatedwithprovi**aservice?

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.Asetofspecialisedorganizationalcapabilitiesforprovi**valuetocustomersintheformofservices

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.**theroftheabove

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,facilitiesandbuil**areprotectedfrom

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;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredfor

future

development

B.TheServiceCataloguehasinformationaboutallservices;theServicePortfolioonlyhasinformation

aboutserviceswhicharebeingconsideredforfuturedevelopment

C.TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformation

aboutserviceswhicharelive,orbeingpreparedfordeployment

D.ServiceCatalogueandServicePortfolioaredifferentnamesforthesamething

Answer:C

QUESTION28

WhichroleorfunctionisresponsibleformonitoringactivitiesandeventsintheITInfrastructure?

A.ServiceLevelManagement

B.ITOperationsManagement

C.CapacityManagement

D.IncidentManagement

Answer:B

QUESTION29

Considerthefollowinglist:

1.ChangeAuthority

2.ChangeManager

3.ChangeAdvisoryBoard(CAB)

WhataretheseBESTdescribedas?

A.Jobdescriptions

B.Functions

C.Teams

D.Roles,peopleorgroups

Answer:D

QUESTION30

ServiceTransitioncontainsdetaileddescriptionsofwhichprocesses?

A.ChangeManagement,ServiceAssetandConfigurationManagement,ReleaseandDeployment

Management

B.ChangeManagement,CapacityManagementEventManagement,ServiceRequestManagement

C.ServiceLevelManagement,ServicePortfolioManagement,ServiceAssetandConfiguration

Management

D.ServiceAssetandConfigurationManagement,ReleaseandDeploymentManagement,Request

Fulfilment

Answer:A

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非常好，顶一下

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