itil v3 foundation 考试答案.docx

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1、1. WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualServiceImprovement(CSI)?D.Technology,processandSerViCe(技术、流程和服务)Answer:D2. EventManagement,ProblemManagement,AccessManagementandRequestFulfilmentarepartofwhichstageoftheServiceLifecycle?C.ServiceOperation服务运营Answer:C3.

2、Reliabilityisameasureof:C.Howlongaserviceorcomponentcanperformitsfunctionwithoutfailing一个服务或者组件在不失败的情况下能用多久Answer:C4. AsingleReleaseunit,orastructuredsetofReleaseunitscanbedefinedwithin:B.AReleasePaCkage一个发布包Answer:B5. WhatisaRACImodelusedfor?D.Definingrolesandresponsibilities定义角色和责任Answer:D6. Whyar

3、epublicframeworks,suchasITIL,attractivewhencomparedtoproprietaryknowledge?A.ProprietaryKnowledgemaybedifficulttoadopt,replicateortransfersinceitisOftenUndoCUmented专有知识由于未文档化，很难采用、复制或调用Answer:A7. WhichofthefollowingisanobjectiveofReleaseandDeploymentManagement?D.Todefineandagreereleaseanddeploymentpl

4、answithcustomersandStakehOlderS和客户、利益相关者共同定义发布和部署计划Answer:D8. Inwhichdocumentwouldyouexpecttoseeanoverviewofactualserviceachievementsagainsttargets?在哪部文档，你想概观针对目标的实际服务成绩？D.SLAMonitoringChart(SLAM)服务级别协议监控表Answer:D9. WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?A.Asetofspecialized

5、organizationalcapabilitiesforprovidingvaluetocustomersintheformofSerViCeS以服务的形式为用户提供价值的一种专门的组织能力Answer:A10. ServiceManagementisasetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservices.Thesespecializedorganizationalcapabilitiesincludewhichofthefollowing?B.Functionsan

6、dPrOCeSSeS功能及流程Answer:B11. WhichofthefollowingisNOTacharacteristicofaprocess?D.AmethodofstructuringanOrganiZatiOn结构化组织的一种办法Answer:D12. WhichofthefollowingstatementsisCORRECTforeveryprocess?1. ItdeliversitsprimaryresultstoacustomerorStakeholder它传递基本结果给用户和利益相关者2. Itdefinesactivitiesthatareexecutedbyas

7、inglefunctionB.1onlyAnswer:B13. WhichofthefollowingisNOTapurposeofServiceTransition?B.Toprovidetrainingandcertificationinprojectmanagement为项目管理提供培训和证书Answer:B14. WhatistheBESTdescriptionofthepurposeofServiceOperation?D.TodeliverandmanageITServicesatagreedlevelstobusinessusersandCUStomerS为商业用户和顾客提交和管

8、理商定好的IT服务级别Answer:D15. WhencanaKnownErrorrecordberaised?1. AtanytimeitwouldbeusefultodoSO在这样做有用的任何时候2. AfterthepermanentsolutionhasbeenimplementedB.1onlyAnswer:B16. WhatistheBESTdescriptionofanOperationalLevelAgreement(OLA)?A.AnagreementbetweentheserviceproviderandanotherpartofthesameOrgarIiZatiOrl服

9、务提供者和其他相同部门达成的协议Answer:A17. WhichofthefollowingistheCORRECTdefinitionofaReleaseUnit?D.TheportionofaserviceorITinfrastructurethatisnormallyreleasedtogether一起发布的服务或IT基础设施一个部分Answer:D18. TheBESTdescriptionofanIncidentis:B.Anunplannedinterruptiontoserviceorareductioninthequalityofservice一个意外的服务中断或服务降低在服

10、务质量中Answer:B19. WhichofthefollowingBESTdescribesaProblem?D.ThecauseofoneormoreIncidents导致事故的一个或多个原因Answer:D20. ImplementationofITILServiceManagementrequirespreparingandplanningtheeffectiveandefficientuseof:落实ITlL服务管理需要有效计划和管理：C.People,Process,Products,Partners人，流程，产品，伙伴Answer:C21. Whatwouldbethenext

11、stepintheContinualServiceImprovement(CSI)Modelafter:1. Whatisthevision?2. Wherearewenow?3. Wheredowewanttobe?4. Howdowegetthere?5. Didwegetthere?6. ?C.Howdowekeepthemomentumgoing?我们怎样保持这种势头？Answer:C22. OrderthefollowingContinualServiceImprovement(CSI)implementationstepsintothecorrectsequenceinalignm

12、entwiththePlan,Do,Check,Act(PDCA)model.1. AllocaterolesandresponsibilitiestoworkonCSIinitiatives2. MeasureandreviewthattheCSIplanisexecutedanditsobjectivesarebeingachieved3. Identifythescope,objectivesandrequirementsforCSI4. DecisiononimplementationoffurtherenhancementsA.3-1-2-4Answer:A23. Whichofth

13、efollowingactivitiesarecarriedoutintheWheredowewanttobe?stepoftheContinualServiceImprovement(CSI)Model?D.Definingmeasurabletargets定义可衡量的目标Answer:D24. WhichofthefollowingdoServiceMetricsmeasure?C.TheendtoendSerViCe最终服务的终点Answer:C25. Understandingcustomerusageofservicesandhowthisvariesovertimeispartof

14、whichprocess?D.DemandManagement需求管理Answer:D26. TheMAINobjectiveofServiceLevelManagementis:D.ToensurethatanagreedlevelofITserviceisprovidedforallcurrentITservices确保已经协商好的IT服务级别协议已经为所有当前IT服务提供Answer:D27. WhichprocessesreviewUnderpinningContractsonaregularbasis?A.SupplierManagementandServiceLevelManage

15、mentAnswer:A28. WhichofthefollowingstatementsabouttheServicePortfolioandServiceCatalogueistheMOSTCORRECT?C.TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformationaboutserviceswhicharelive,orbeingpreparedfordeployment服务文件夹包含所有服务；服务目录只有准备中的服务和当前的服务Answer:C29. WhichroleorfunctionisresponsibleformonitoringactivitiesandeventsintheITInfraStnJCtUre?哪个角色或流程是监控活动和事件在IT基础设施中？8. ITOperationsManagementIT运营管理Answer:B30. Considerthefollowinglist:1. ChangeAuthority2. ChangeManager3. ChangeAdvisoryBoard(CAB)WhataretheseBESTdescribedas?D.Roles,peopl