ITIL Foundation 试题整理.docx

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle? 下列哪一项不是服务生命周期的服务过渡阶段的责任？A. To ensure that a service can be managed and operated in accordance with constraints specified during designB. To design and develop capabilities for service management在设计和开发服务管理能力C. To provide good-quality knowledge and information about servicesD. To plan the resources required to manage a releaseAnswer: BWhich of the following are managed by facilities management? 下列哪一项是由设施管理管理1. Hardware within a data centre or computer room数据中心或机房内的硬件 2. Applications2。应用 3. Power and cooling equipment3，电源和冷却设备 4. Recovery sites4，恢复站点A. 1, 2 and 3 only B. All of the aboveC. 1, 3 and 4 only D. 1 and 3 onlyAnswer: CWhich stage of the service lifecycle is MOST concerned with defining policies and objectives? 这阶段的服务生命周期的最关心的是确定政策和目标？ A. Service design 服务设计B. Service transition 服务转换C. Continual service improvement 持续服务改进D. Service operation 服务操作Answer: AWhich areas of service management can benefit from automation? 服务管理的哪些领域可以从自动化中受益？ 1. Design and modeling 1，设计和建模2. Reporting 2。报告 3. Pattern recognition and analysis 3，模式识别与分析 4. Detection and monitoring 4，检测和监控A. 1, 2 and 3 only B. 1, 3 and 4 onlyC. 2, 3 and 4 only D. All of the aboveAnswer: DWhich one of the following is the BEST definition of reliability? 下列哪一项是可靠性的最好的定义A. The availability of a service or component服务或组件的可用性 B. The level of risk that affects a service or process风险，影响服务或进程的程度 C. How long a service or configuration item (CI) can perform its function without failing如何长期服务或配置项（CI）可以在不失败执行其功能 D. How quickly a service or component can be restored to normal working orderAnswer: C 责任Which one of the following is NOT the responsibility of service catalogue management?A. Ensuring that information in the service catalogue is accurateB. Ensuring that service level agreements are maintainedC. Ensuring that information in the service catalogue is consistent with information in the service portfolioD. Ensuring that all operational services are recorded in the service catalogueA.确保在服务目录中的信息是准确的 B.确保服务水平协议得以维持 C.确保在服务目录中的信息是在服务组合的信息一致 D.确保所有的业务服务都记录在服务目录Answer: BWhich one of the following is an objective of release and deployment management?下列哪一项是发布和部署管理的目标是什么？A. To standardize methods and procedures used for efficient and prompt handling of all changesB. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)C. To ensure that the overall business risk of change is optimizedD. To define and agree release and deployment plans with customers and stakeholders若要定义并同意与客户和利益相关者发布和部署计划Answer: DWhich one of the following statements is CORRECT? 描述A. The configuration management system is part of the known error databaseB. The service knowledge management system is part of the configuration management systemC. The configuration management system is part of the service knowledge management systemD. The configuration management system is part of the configuration management databaseAnswer: CQUESTION NO: 159Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of the four Ps. What are these four Ps?A. People, process, partners, performanceB. Performance, process, products, problemsC. People, process, products, partnersD. People, products, perspective, partnersAnswer: C IT服务连续性 基于Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics服务指标的设计2. Business continuity strategy业务连续性战略3. Business impact analysis (BIA) 业务影响分析（BIA）4. Risk assessment风险评估A. 1, 2 and 4 only B. 1, 2 and 3 onlyC. 2, 3 and 4 only D. 1, 3 and 4 onlyAnswer: CWhat is the BEST description of an operational level agreement (OLA)? 什么是一个操作级别协议（OLA）最好的说明？A. An agreement between the service provider and another part of the same organization服务提供者，并且在同一组织的另一部分之间的协议B. An agreement between the service provider and an external organization服务提供商和外部组织之间的协议C. A document that describes to a customer how services will be operated on a day-to-day basis它描述为一个客户服务如何会在某一天到一天的基础上进行操作的文件 D. A document that describes business services to operational staff描述商业服务，业务人员的文件Answer: AWhich one of the following generates demand for services? 下列哪一个产生的服务需求A. Infrastructure trends基础设施发展趋势B. Patterns of business activity (PBA) 业务活动模式（PBAC. Cost of providing support提供支持成本D. Service level agreements (SLA) 服务水平协议（SLA）Answer: BWhich one of the following is an objective of service transition? 哪一项是服务转型的目标A. To negotiate service levels for new services要协商服务水平的新服务B. To ensure that service changes create the expected business value为了确保服务的变化创造预期的商业价值C. To minimize the impact of service outages on day-to-day business activities为了最大限度地减少服务中断对日常的日常业务活动的影响D. To plan and manage entries in the service catalogue计划和管理在服务目录中的条目Answer: BWhich one of the following is the BEST definition of an event?A. Any change of state that has significance for the management of a configuration item (CI) or IT service状态的任何变化，有一个配置项（CI）或IT服务管理的意义B. An unplanned interruption to an IT service or a reduction in the quality of an IT serviceC. The unknown cause of one or more incidents that have an impact on an IT serviceD. Reducing or eliminating the cause of an incident or problemAnswer: AQUESTION NO: 165Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle? 服务生命周期的服务操作阶段的目的的最佳描述？A. To decide how IT will engage with suppliers during the service lifecycle决定它将如何与供应商的服务生命周期中从事B. To proactively prevent all outages to IT services要积极主动地防止全部停运，以IT服务C. To design and build processes which will meet business needs设计和建造，将满足业务需求的流程D. To deliver and manage IT services at agreed levels to business users and customers要在商定的水平提供和管理IT服务，业务用户和客户Answer: DQUESTION NO: 166Which one of the following is the BEST description of a major incident?A. An incident which is so complex that it requires root cause analysis before a workaround can be foundB. An incident which requires a large number of people to resolveC. An incident logged by a senior managerD. An incident which has a high priority or a high impact on the businessAnswer: D下列哪一项是重大事故最好的说明？ A.一个事件是如此复杂，它需要根本原因分析解决方法之前，可以发现 B.这需要大量的人来解决一个事件 C. 记录的一个高级经理的事件D.具有高优先级或对业务有很大影响的事件 QUESTION NO: 198Which of the following is NOT an objective of request fulfillment? 哪一项不是要求实现的目标A. To provide information to users about what services are available and how to request them为了向用户提供信息有关哪些服务，如何要求他们B. To update the service catalogue with services that may be requested through the service desk要与可通过服务台要求服务更新服务目录C. To provide a channel for users to request and receive standard services要提供一个渠道，用户请求和接收标准服务D. To source and deliver the components of standard services that have been requested要采购并提供标准服务已请求组件Answer: BWhich process would you MOST expect to be involved in the management of underpinning contracts? 这过程中你最希望参与基础合同的管理A. Change management变更B. Service catalogue management服务目录C. Supplier management供应商D. Release and deployment management 发布和部署Answer: C QUESTION NO: 200Which of the following are valid parts of the service portfolio? 下列哪项是服务组合的有效部分1. Service pipeline服务管道2. Service knowledge management system (SKMS) 服务知识管理系统3. Service catalogue服务目录A. 1 and 2 only B. 3 onlyC. 1 and 3 only D. All of the aboveAnswer: CQUESTION NO: 201A Service design package (SDP) would normally be produced for which of the following? 服务设计包（SDP）通常会被制作了下列哪些1. A new IT service一种新的IT服务2. A major change to an IT service一个重大变化，以IT服务3. An emergency change to an IT service紧急变更为IT服务4. An IT service retirement IT服务报废A. 2, 3 and 4 only B. 1, 2 and 4 onlyC. None of the above D. All of the aboveAnswer: BWhich of the following are benefits to the business of implementing service transition? 下列哪项是实施服务转型的商业利益1. Better reuse and sharing of assets across projects and resources更好的重用性和跨项目和资源共享资产2. Reduced cost to design new services降低成本来设计新的服务3. Result in higher volume of successful changes导致较高的成功变更A. 1 and 2 only B. 2 and 3 onlyC. 1 and 3 only D. None of the aboveAnswer: CQUESTION NO: 203Which of the following processes are performed by the service desk? 下列哪个过程是由服务台进行1. Capacity management容量管理2. Request fulfillment完成申请3. Demand management 需求管理4. Incident management 事件管理A. All of the above B. 3 and 4 onlyC. 2 and 4 only D. 2 onlyAnswer: CQUESTION NO: 204Remediation planning is BEST described in which of the following ways? 补救（恢复）规划中，通过以下方法最好的描述A. Planning how to recover the cost of a change规划如何恢复一个变化的成本B. Planning the steps required to be taken if a change is unsuccessful规划需要注意，如果一个变化是不成功的步骤C. Planning how to compensate a user for a failed changeD. Planning how to advise the change requestor of a failed changeAnswer: BWhich statement BEST represents the guidance on incident logging? 哪种说法最能代表在事件日志记录的指导A. Incidents must only be logged if a resolution is not immediately available立即可用B. Only incidents reported to the service desk can be loggedC. All incidents must be fully logged 所有事件都必须被记录D. The service desk decide which incidents to log 服务台选择Answer: CQUESTION NO: 206Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? 这问题管理活动可以确保一个问题可以很容易地跟踪，并且可以得到管理信息A. Categorization 分类B. Detection发现C. Prioritization优先级D. Escalation升级Answer: AQUESTION NO: 207Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented? 这过程是负责消除事故再次发生，并尽量减少无法阻止事件的影响？A. Service level managementB. Problem managementC. Change managementD. Event managementAnswer: BQUESTION NO: 208What are the categories of events described in the ITIL service operation book? 什么是ITIL服务操作书中所描述的事件的类别A. Informational, scheduled, normal信息，预定，正常B. Scheduled, unscheduled, emergency预定的，计划外的，紧急C. Informational, warning, exception信息，警告，异常D. Warning, reactive, proactive警告，被动的，主动的Answer: CQUESTION NO: 209Which of the following is the BEST description of a centralized service desk? 集中式A. The desk is co-located within or physically close to the user community it serves服务台是共同位于或身体靠近所服务的用户群体B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place该台使用的技术和其他支持工具，以给人的印象是多台的位置是在一个地方C. The desk provides 24 hour global support该台可提供24小时全球支持D. There is a single desk in one location serving the whole organization有一个位置服务整个组织的单个台Answer: DQUESTION NO: 210Which of the following would be most useful in helping to implement a workaround as quickly as possible? 下列哪一项是最有用的帮助，尽快落实解决办法A. A capacity database一个能力数据库B. A definitive media library一个明确的媒体库C. A request for change变更请求D. A known error databaseAnswer: DQUESTION NO: 211Which of the following would NOT be contained in a release policy? 下列哪一项不会被包含在发布政策A. Naming and numbering conventions命名和编号惯例B. Entry and exit criteria of the release into testing进入和退出释放到测试的标准C. Roles and responsibilities for the release角色和职责的释放D. The risk register for the release风险登记册的发布Answer: DQUESTION NO: 212Which reason describes why ITIL is so successful? 其中的原因说明为什么ITIL是如此成功A. The five ITIL volumes are concise这五个ITIL卷简洁B. It is not tied to any particular vendor platform它是不依赖于任何特定的供应商平台C. It tells service providers exactly how to be successful告诉服务提供者究竟如何才能成功D. It is designed to be used to manage projects它被设计用来管理项目Answer: BQUESTION NO: 213What type of record should you raise when a problem diagnosis is complete and a workaround is available? 你应该记录什么类型，当问题诊断是完整的，一个可行的解决方法A. A service object一个服务对象B. An incident 事件C. A change 变更D. A known error 已知错误Answer: DQUESTION NO: 214Which two elements of financial management for IT services are mandatory? 其中财务管理的两个元素的IT服务是强制性的A. Budgeting and charging预算和收费B. Accounting and charging结算和计费C. Budgeting and accounting预算和结算D. Costing and charging成本核算和计费Answer: CQUESTION NO: 215What is the primary focus of business capacity management? 业务容量管理的首要重点A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology性能，利用率和IT技术的控制和预测单个元素的B. Review of all capacity supplier agreements and underpinning contracts with supplier management回顾所有能力的供应商协议和支持合同与供应商管理C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services终端到终端的性能和，运营IT服务能力的管理、控制和预测D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion及时对IT服务未来的业务需求进行量化，设计，规划和实施Answer: DQUESTION NO: 216Which statement about the service portfolio is TRUE? 这对服务组合说法是正确的A. The service portfolio includes ail services except those managed by third parties该服务组合包括除了那些由第三方管理的所有服务B. It is an integral part of the