itil v3 foundation 考试答案.docx

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1、1. Whatarethethreetypesofmetricsthatanorganizationshou1dco11ecttosupportContinua1ServiceImprovement(CSI)?D.Techno1ogy,processandSerViCe(技术、流程和服务)Answer:D2. EventManagement,Prob1emManagement,AccessManagementandRequestFu1fi1mentarepartofwhichstageoftheService1ifecyc1e?C.ServiceOperation服务运营Answer:C3.

2、Re1iabi1ityisameasureof:C.How1ongaserviceorcomponentcanperformitsfunctionwithoutfai1ing一个服务或者组件在不失败的情况下能用多久Answer:C4. Asing1eRe1easeunit,orastructuredsetofRe1easeunitscanbedefinedwithin:B.ARe1easePaCkage一个发布包Answer:B5. WhatisaRACImode1usedfor?D.Definingro1esandresponsibi1ities定义角色和责任Answer:D6. Whyar

3、epub1icframeworks,suchasITI1,attractivewhencomparedtoproprietaryknow1edge?A.ProprietaryKnow1edgemaybedifficu1ttoadopt,rep1icateortransfersinceitisOftenUndoCUmented专有知识由于未文档化，很难采用、复制或调用Answer:A7. Whichofthefo11owingisanobjectiveofRe1easeandDep1oymentManagement?D.Todefineandagreere1easeanddep1oymentp1

4、answithcustomersandStakehO1derS和客户、利益相关者共同定义发布和部署计划Answer:D8. Inwhichdocumentwou1dyouexpecttoseeanoverviewofactua1serviceachievementsagainsttargets?在哪部文档，你想概观针对目标的实际服务成绩？D.S1AMonitoringChart(S1AM)服务级别协议监控表Answer:D9. Whichofthefo11owingistheBESTdefinitionofthetermServiceManagement?A.Asetofspecia1ized

5、organizationa1capabi1itiesforprovidingva1uetocustomersintheformofSerViCeS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. ServiceManagementisasetofspecia1izedorganizationa1capabi1itiesforprovidingva1uetocustomersintheformofservices.Thesespecia1izedorganizationa1capabi1itiesinc1udewhichofthefo11owing?B.Functionsan

6、dPrOCeSSeS功能及流程Answer:B11. Whichofthefo11owingisNOTacharacteristicofaprocess?D.AmethodofstructuringanOrganiZatiOn结构化组织的一种办法Answer:D12. Whichofthefo11owingstatementsisCORRECTforeveryprocess?1. Itde1iversitsprimaryresu1tstoacustomerorStakeho1der它传递基本结果给用户和利益相关者2. Itdefinesactivitiesthatareexecutedbyas

7、ing1efunctionB.1on1yAnswer:B13. Whichofthefo11owingisNOTapurposeofServiceTransition?B.Toprovidetrainingandcertificationinprojectmanagement为项目管理提供培训和证书Answer:B14. WhatistheBESTdescriptionofthepurposeofServiceOperation?D.Tode1iverandmanageITServicesatagreed1eve1stobusinessusersandCUStomerS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. Atanytimeitwou1dbeusefu1todoSO在这样做有用的任何时候2. Afterthepermanentso1utionhasbeenimp1ementedB.1on1yAnswer:B16. WhatistheBESTdescriptionofanOperationa11eve1Agreement(O1A)?A.AnagreementbetweentheserviceproviderandanotherpartofthesameOrgarIiZatiOr1服

9、务提供者和其他相同部门达成的协议Answer:A17. Whichofthefo11owingistheCORRECTdefinitionofaRe1easeUnit?D.TheportionofaserviceorITinfrastructurethatisnorma11yre1easedtogether一起发布的服务或IT基础设施一个部分Answer:D18. TheBESTdescriptionofanIncidentis:B.Anunp1annedinterruptiontoserviceorareductioninthequa1ityofservice一个意外的服务中断或服务降低在服

10、务质量中Answer:B19. Whichofthefo11owingBESTdescribesaProb1em?D.ThecauseofoneormoreIncidents导致事故的一个或多个原因Answer:D20. Imp1ementationofITI1ServiceManagementrequirespreparingandp1anningtheeffectiveandefficientuseof:落实IT11服务管理需要有效计划和管理：C.Peop1e,Process,Products,Partners人，流程，产品，伙伴Answer:C21. Whatwou1dbethenext

11、stepintheContinua1ServiceImprovement(CSI)Mode1after: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. Orderthefo11owingContinua1ServiceImprovement(CSI)imp1ementationstepsintothecorrectsequenceina1ignm

12、entwiththeP1an,Do,Check,Act(PDCA)mode1.1. A11ocatero1esandresponsibi1itiestoworkonCSIinitiatives2. MeasureandreviewthattheCSIp1anisexecutedanditsobjectivesarebeingachieved3. Identifythescope,objectivesandrequirementsforCSI4. Decisiononimp1ementationoffurtherenhancementsA.3-1-2-4Answer:A23. Whichofth

13、efo11owingactivitiesarecarriedoutintheWheredowewanttobe?stepoftheContinua1ServiceImprovement(CSI)Mode1?D.Definingmeasurab1etargets定义可衡量的目标Answer:D24. Whichofthefo11owingdoServiceMetricsmeasure?C.TheendtoendSerViCe最终服务的终点Answer:C25. Understandingcustomerusageofservicesandhowthisvariesovertimeispartof

14、whichprocess?D.DemandManagement需求管理Answer:D26. TheMAINobjectiveofService1eve1Managementis:D.Toensurethatanagreed1eve1ofITserviceisprovidedfora11currentITservices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. WhichprocessesreviewUnderpinningContractsonaregu1arbasis?A.Supp1ierManagementandService1eve1Manage

15、mentAnswer:A28. Whichofthefo11owingstatementsabouttheServicePortfo1ioandServiceCata1ogueistheMOSTCORRECT?C.TheServicePortfo1iohasinformationabouta11services;theServiceCata1ogueon1yhasinformationaboutserviceswhichare1ive,orbeingpreparedfordep1oyment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. Whichro1eorfunctionisresponsib1eformonitoringactivitiesandeventsintheITInfraStnJCtUre?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. Considerthefo11owing1ist:1. ChangeAuthority2. ChangeManager3. ChangeAdvisoryBoard(CAB)WhataretheseBESTdescribedas?D.Ro1es,peop1