ITIL_V3认证题库.doc

Title : ITIL Foundation Certificate in IT ServiceManagement (v3)QUESTION 3Which ITIL process or which ITIL department has responsibilities that includedistributing information to users?A. Change managementB. Service deskC. Customer relationship managementD. Incident ManagementAnswer: BQUESTION 6In Certkiller .com, the purchasing department has relocated internally, not just the people,but also their IT resources. A service Desk employee has been commissioned to relocate this departments workstations. In which ITIL process is this employee now playing a role?A. Configuration ManagementB. Incident ManagementC. Change ManagementD. Problem ManagementAnswer: CQUESTION 8Which data, for a new configuration item (CI), is recorded in the configurationmanagement database (CMDB)?A. The relationship to other configuration itemsB. The request for change number for the configuration itemC. Repairs to the configuration itemD. The impact of the configuration itemAnswer: AQUESTION 10Which ITIL process provides change proposals in order to eliminate structural errors?A. Availability managementB. Problem ManagementC. IT service continuity managementD. Security ManagementAnswer: BQUESTION 13Which ITIL process responsible for annually allocating the costs of underpinningcontracts?A. Capacity ManagementB. Availability ManagementC. Financial Management for IT servicesD. Service Level ManagementAnswer: CQUESTION 14How does Problem Management contribute to a higher solution percentage of first-linesupport?A. By preventing incidentsB. By analyzing open incidentsC. By evaluating incidents with the customerD. By making a knowledge database availableAnswer: DQUESTION 17When an organization decides to control the flow of incidents information within the IT organization, which ITIL process would it be putting in place?A. Change managementB. Availability managementC. Incident ManagementD. Problem ManagementAnswer: CQUESTION 19A powerful failure has knocked out the entire IT infrastructure. Fortunately, there is an ITSC Plan available. When should power failure be considered a disaster to enact the ITSC Plan?A. Immediately, as the IT service can no longer be usedB. When the time within which the failure should be solved, has exceeded.C. When the continuity Manager expects the failure to last longer than the maximumperiod of time mentioned in the service Level agreementD. When the incident Manager thinks this is necessaryAnswer: CQUESTION 20CORRECT TEXTWhich of the following statements about the service catalogue is correct?A. It describes only those services that are also included in the Service Level Agreement(SLA)B. It describes all services that can be supplied by the IT management organizationC. It is necessary in order to draw up an SLAD. It can be used instead of an SLAAnswer: BQUESTION 22Which subject should be one of the standard items on the agenda of a meeting of theChange Advisor Board (CAB)?A. The whishes of customers to implement changesB. Ongoing or concluded changesC. Reports from Service Level ManagementD. The registration of changesAnswer: BQUESTION 23QUESTION 24What is the basis of the ITIL approach to Service Management?A. Interrelated activitiesB. OfficalsC. DepartmentsD. IT resourcesAnswer: AQUESTION 28Certkiller .com calls the service Desk and Reports that the system is slow. He askswhether he can be given another PC like this colleagues, which is much faster. Which term is applicable to this situation?A. ProblemB. Request For ChangeC. IncidentD. ClassificationAnswer: CQUESTION 29Which status is a problem assigned once its cause has been identified?A. Request for Change (RFC)B. Known ErrorC. Work-aroundD. incidentAnswer: BQUESTION 32Which of the following questions can not be answered directly from the ConfigurationManagement Database (CMDB)?A. Which Requests for change have been submitted for a specific server?B. What incidents or problems have there been for this PC?C. Which Configuration items does a specific service consist of?D. Which members of staff of department x have moved to department Y?Answer: DQUESTION 33Where are the statuses of changes recorded?A. In the known error databaseB. In the change databaseC. In the configuration management database (CMDB)D. In the definitive software library (DSL)Answer: CQUESTION 34Which ITIL process is responsible for setting up the cost allocation system?A. Availability ManagementB. Financial Management for IT ServicesC. Capacity ManagementD. Service Level ManagementAnswer: BQUESTION 38Software is checked for viruses before it goes into the Definite Software Library (DSL).What ITIL process is responsible for ensuring that only virus-free software is put into the DSL?A. Release ManagementB. Capacity ManagementC. Configuration ManagementD. Application ManagementAnswer: AQUESTION 39For which of the following activities of configuration management are audits regularly implemented?A. Status monitoringB. IdentificationC. PlanningD. VerificationAnswer: DQUESTION 42For what is capacity Management responsible?A. Resource ManagementB. SecurityC. MaintainabilityD. ServiceabilityAnswer: AQUESTION 45What is the term used for a situation derived from a series of incidents with the samecharacteristics?A. A problemB. A change requestC. A service callD. A known errorAnswer: AQUESTION 46When the cause of one or more incidents is not known, additional resources are assignedto identify the cause. Which ITIL process is responsible for this?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Problem ManagementAnswer: DQUESTION 47Which ITIL process provides an insight, through the modeling activity, into trends that could cause performance problems in the future?A. Service Level ManagementB. Availability ManagementC. Capacity ManagementD. Incident ManagementAnswer: CQUESTION 48Which ITIL process is responsible for analyzing risks and counter measures?A. Problem ManagementB. Capacity ManagementC. IT Service Continuity ManagementD. Service DeskAnswer: CQUESTION 51What is the use of additional technical expertise in the incident management processcalled?A. Resolution and recovery of the incidentB. Functional escalationC. Problem analysisD. Incident classificationAnswer: BQUESTION 52What is the term used for a fully described and approved change that does not have to beevaluated by Change Management each time?A. Urgent ChangeB. Service requestC. Request of changeD. Standard ChangeAnswer: DQUESTION 53Certkiller .com plans on implementing a new network operating system. Before the actualimplementation takes place, the plan of approach for achieving the implementation isdiscussed. Under whose leadership is this discussion held?A. The Network ManagerB. The Change ManagerC. The Service Level ManagerD. The service ManagerAnswer: BD. The FSC (Forward Schedule of Changes)Answer: DQUESTION 59What is a baseline in the IT infrastructure?A. The most important infrastructure (such as a network) to which all kinds ofworkstations and services can be linkedB. A standard configuration (such as a standard workstation)C. A document that states how the infrastructure must be dealt with in an organization(vision)D. A minimum value for Certkiller .com service (must at least satisfy)Answer: BQUESTION 60A process is a logically coherent series of activities for a pre-defined goal. What is the process owner responsible for?A. Implementing the processB. Setting up the processC. The result of the processD. Describing the processAnswer: CQUESTION 62Which of the following is the best description of the contents of the Definitive SoftwareLibrary?A. Copies of all live software programsB. Software awaiting user acceptance testingC. Authorized versions of all software used on the infrastructureD. Copies of all software versions that are neededAnswer: CQUESTION 66Where are agreements regarding Security Management recorded?A. In a Configuration Management Database (CMDB)B. In a Capacity PlanC. In a service Level Agreement (SLA)D. In a Definitive Software Library (DSL)Answer: CQUESTION 67What is the primary task of Error Control?A. Providing information to the usersB. Checking problems and incidentsC. Classifying and defining the priorities of problemsD. Correcting known errorsAnswer: DQUESTION 68Which ITIL process aims to trace business-critical services for which supplementaryemergency measures must be taken?A. Problem ManagementB. IT Service Continuously ManagementC. Availability ManagementD. Capacity ManagementAnswer: BQUESTION 70Security Management includes a number of sub-processes. Which activity of securitymanagement leads to a security sub-clause in the Service Level Agreement (SLA) ?A. ControlB. ImplementC. PlanD. MaintenanceAnswer: CQUESTION 71What is the first activity when implementing a release?A. Compiling the release scheduleB. Testing a releaseC. Designing and building a releaseD. Communicating and preparing the releaseAnswer: AQUESTION 72Which ITIL process is responsible for creating the cost agreements for extra support of the service desk?A. Availability ManagementB. Financial Management for IT ServicesC. Service Level ManagementD. Incident ManagementAnswer: CQUESTION 74Which ITIL process is responsible for tracing the underlying cause of errors?A. Security ManagementB. Incident ManagementC. Problem ManagementD. Capacity ManagementAnswer: CQUESTION 75In Change Management, a number of activities take place between the acceptance of arequest for change and the completion of the change. Which activity is performed afteracceptance of a Request for Change?A. Determining the urgency of the changeB. Scheduling the Request for changeC. Implementing the changeD. Building and testing the changeAnswer: AQUESTION 77What is meant by the urgency of an incident?A. The time needed by IT services to resolve the incidentB. The degree to which the incident gives rise to a deviation from the normal servicelevelC. The relative importance of the incidents when handling themD. The degree two which the solution of an incident tolerates delayAnswer: AQUESTION 80The deming quality circle is a model for control based on quality. Which step in thismodel must be taken first?A. PlanningB. MeasurementC. AdjustmentD. ImplementationAnswer: AQUESTION 81In Certkiller .com a specific component of the IT infrastructure has been modified. Thiscould have consequences for other components. What ITIL process should be set up inorder to provide good insight into these consequences?A. Change ManagementB. Availability ManagementC. Configuration ManagementD. Capacity ManagementAnswer: CQUESTION 82Information is regularly exchanged between Problem Management and ChangeManagement. What information is this?A. RFCs from the users that problem management passes on to change managementB. RFCs resulting from known errorsC. Known errors from problem management, on the basis of which change managementcan generate requests for Change (RFCs)D. RFCs from the Service Desk That Problem Management passes on to ChangeManagementAnswer: BQUESTION 84What does the term detail level mean in the context of the configuration managementdatabase (CMDB)?A. The location of the configuration itemB. The relationship between the different configuration itemsC. The quantity of the stored configuration itemsD. The depth of the database structureAnswer: DQUESTION 85One of Problem Managements tasks is to proactively prevent incidents. Which of thefollowing is a Problem Management activity that can be categorized as being proactive?A. Delivering second-line support, should problems occurB. Employing more Problem ManagersC. Making agreements with the customer using Service Level AgreementsD. Analyzing reported incidents in order to mane recommendationsAnswer: DQUESTION 86QUESTION 92Release Management has distributed a defective Release. As a result, monthly invoicinghas come to a standstill. This has very radical consequences for the business and has beenreported as an incident. According to ITIL best practices, what should happen next?A. Service Level Management will start a service improvement program (SIP)B. Release Management will implement the back-out planC. Change Management will start a Post Implementation Review (PIR)D. Problem Management will submit a Request for Change (RFC)Answer: BQUESTION 93Which ITIL process is responsible for handling an application for a new workstationaccording to a standard working method?A. Incident ManagementB. Service DeskC. Change ManagementD. Service Level ManagementAnswer: CQUESTION 95The Capacity Manager asks the user of an application whether a certain activity can beperformed at night so that the CPU is not overloaded during the day. What part of thecapacity Management process does this refer to?A. Application ManagementB. ModelingC. Demand ManagementD. Application SizingAnswer: CQUESTION 96Which process or function ensures that change proposals are submitted with the aim ofremoving errors within the IT infrastructure?A. Configuration ManagementB. Problem ManagementC. Change ManagementD. Service DeskAnswer: BQUESTION 97Which of the following is a task of Configuration Management?A. monitoring the relationships between Configuration Items (CIs)B. monitoring the status of changesC. monitoring the software modules (SoftwareCIs)D. monitoring the infrastructure capacityAnswer: AQUESTION 98Which process is responsible for coordinating the relocation of a number ofworkstations?A. Release ManagementB. ITInfrastructure ManagementC. Change ManagementD. Configuration ManagementAnswer: CQUESTION 99Which process provides a user insight into the status of a failure?A. Availability ManagementB. Problem ManagementC. Incident ManagementD. Service Level ManagementAnswer: CQUESTION 101Which of the following documents would help provide insight into the load of the ITsystems and the development of the organization in themediumand long term?A. Availability PlanB. Back-out PlanC. Capacity PlanD. Service Level AgreementAnswer: CQUESTION 104In order to resolve a service failure, a change must be made to a software package.Which process must grant approval for implementing this change?A. Configuration ManagementB. Incident ManagementC. Problem ManagementD. Change ManagementAnswer: DQUESTION 106Which item is required in the Post Implementation Review (PIR) of a Change?A. whether the Change has achieved the intended goalB. whether the CI registration in the Configuration Management Database (CMDB) isup-to-dateC. whether the Management of the IT department is satisfied with the implementation ofthe ChangeD. to which Configuration Items (CIs) the Change relatesAnswer: AQUESTION 109Which aspect is important when registering security incidents?A. the applicable disciplinary measuresB. qualified Service Desk employeesC. the person who reported the incidentD. recognizing the event as a security incidentAnswer: DQUESTION 111What is a Definitive Software Library (DSL)?A. a place meant for integrating the test and development departments more effectivelywith each otherB. a tool with which all software items can be distributed on the networkC. a place where original software is physically storedD. a database in which software Configuration Items (CIs) are registeredAnswer: CQUESTION 112What does the term Serviceability refer to?A. contracts between external suppliers and the customerB. contracts between internal IT departmentsC. contracts between IT management and the customerD. contracts between external suppliers of services and the IT departmentAnswer: DQUESTION 113What data is recorded when an incident is reported to the Service Desk?A. the name of the person handling the ProblemB. the names of persons who are authorized to implement Changes in the ConfigurationManagement Database (CMDB)C. the name of the person who approves the Request for Change (RFC)D. the name of the person reporting the IncidentAnswer: DQUESTION 115What does a package release consist of?A. a single Change that consists of both hardware and softwareB. several Changes that are merged due to their minor impactC. a single Change made up of several separate ChangesD. several Changes that are merged due to their sizeAnswer: CQUESTION 116After a change, who is responsible for ensuring that security measures maintain thesecurity level?A. the Change ManagerB. the Security ManagerC. the Release ManagerD. the Board of ManagementAnswer: BQUESTION 119What is produced when Problem Management identifies the cause of a Problem and a workaround?A. a Request for ChangeB. a Known ErrorC. one or more resolved incidentsD. a resolved ProblemAnswer: BQUESTION 120Which of the following tasks is assigned to each process manager?A. ensuring the smooth running of the processB. setting up Service Level Agreements with the usersC. following up on IncidentsD. channeling data to Problem ManagementAnswer: AQUESTION 121What information must always be included in a Request for Change (RFC)?A. type of problem involvedB. a description and identification of the Configuration Items (CIs) involvedC. nu