ITIL模拟题-精简版

ITILFoundation考试模拟题（英文分类版一精简版）（共22道题）2008年3月一、服务台（2道题）1、Whichtermisalsousedforroutingorpassingonincidentstoanothersolutiongroup?classificationescalation（升级）registrationprioritization2、DifferenttypesofeventsarereportedtotheServiceDesk.Whichofthefollowingeventsisanincident?informationaboutthedeparturetimeofthetraintoLondonaquestionaboutwherethemanualisareportthattheprinterisnotworkingarequestfortheinstallationofanewbookkeepingpackage二、突发事件管理（2道题）1、Whichprocessprovidesauserinsightinto（感知）thestatusofafailure?AvailabilityManagementIncidentManagementProblemManagementServiceLevelManagement2、Whichofthefollowingisnotoneoftheobjectivesofregisteringincidents?identifyingproblemsgeneratingmanagementinformationmatchingincidentsupdatingtheincidentdatabase三、问题管理（2道题）1、AusercallstheServiceDeskcomplainingthatitisoftenimpossibletoprintdocumentsfromacertainapplication,whilethisisnotthecastwithotherapplications.Whichprocessisresponsibleforidentifyingthecause?AvailabilityManagementChangeManagementIncidentManagementProblemManagement2、WhichofthefollowingindicatorsisaperformanceindicatorfortheProblemManagementprocess?thetimeneededtocompileaproblemreportthetimeneededtoimplementsolutionsthetimeneededtosolveproblemsthetimeneededtorecordproblems四、配置管理（2道题）1、WhichofthefollowingprocessesprovidesProblemManagementwithreportsabouttheITinfrastructure?FinancialManagementforITServicesChangeManagementConfigurationManagementIncidentManagement2、Whatisanexampleofthe'control‘activityintheConfigurationManagementprocess?checkingtheCI-lifecycleregisteringallcomponentsintheCMDBperformingauditstocheckthattheCMDBisaccurateensuringthatthecontentsoftheCMDBremainuptodate五、变更管理(2道题)1、WhatinformationmustalwaysbeincludedinaRequestforChange(RFC)?adescriptionandidentificationoftheConfigurationItems(CIs)involveddateandtimeofthenotificationofdisruptionnumberofConfigurationItems(CIs)involvedtypeofprobleminvolved2、ProblemManagementhassubmittedaRequestforChange(RFC)toChangeManagement.TherequestistoreplacealldesktopharddisksofbrandXandtypeY.Whichsequential(接下来的)stepsshouldbetakentocarryoutthechange?AcceptanceofRequestforChange,Scheduling,Building,Testing,Implementation,Review,CompletionImplementationandTesting,Recording,Reporting,Review,CompletionRecording,Implementation,Testing,Completion,ReportingD.Scheduling,Implementation,Testing,Review六、发布管理（2道题）1、Whatdoesapackagereleaseconsistof?asingleChangemadeupofseveralseparateChangesasingleChangethatconsistsofbothhardwareandsoftwareC.severalChangesthataremergedduetotheirsizeD.severalChangesthataremergedduetotheirminorimpact2、Therollout（上线）ofanapplicationsoftwareupgradehasbeenplanned.However,aback-out（回滚）planhasnotbeendeveloped.Whichprocessorfunctionshouldhaveprovidedtheback-outplan?AvailabilityManagementChangeManagementReleaseManagementServiceDesk七、服务级别管理（2道题）1、Whichprocessisresponsibleformonitoringagreementswithnetworksuppliers?CapacityManagementITServiceContinuityManagementProblemManagementD.ServiceLevelManagement2、WhatisanUnderpinning(支撑)Contract?acontractwithaninternalcustomeracontractwithaninternalsupplieracontractwithanexternalcustomeracontractwithanexternalsupplier八、IT服务财务管理(2道题)1、WhichinformationdoesFinancialManagementfOrITServicesextractfromtheConfigurationManagementDatabase(CMDB).WhichequipmentisbeingusedbywhomWheretheequipmenthasbeensetupWhichsoftwareversionisbeingusedWhichequipmentiscausingincidents2、InFinancialManagementforITServices,whatdoestheAccountingactivityensure?thattheamountofmoneytheITorganizationisspendingisknownandhasbeencalculated(foreachservice)thatabudgetisallocatedtotheITorganizationeveryyearthatnegotiationscanbeheldaboutthepriceofaservicethatacertainpercentageofprofitismadeforeachserviceorproduct九、能力管理（2道题）1、OneoftheactivitiesofCapacityManagementinvolvesmakingevaluationsandpredictionsregarding（关于）thehardwarethatisrequiredtorunanewormodifiedapplication.Thepredictionsincludedataabouttheperformancelevelsthatcanbeexpected,therequisite（必需的）hardwareandcosts.WhichoftheactivitiesofCapacityManagementisresponsibleforthis?ApplicationSizingCapacityPlanningMonitoringTuning2、Inrecentmonthsatatransportcompanywith1500desktops,dozensofrequestshavebeenreceivedforexpansionoftheinternalmemorybecauseitssizehasproventobeinsufficient.Whichprocessshouldhavepreventedthisfromhappening?CapacityManagementServiceLevelManagementConfigurationManagementAvailabilitymanagement十、IT服务连续性管理（2道题）1、Whichprocessincludesdevelopingarecoveryplan?ITServiceContinuityManagementProblemManagementCapacityManagementAvailabilityManagement2、Managingriskisanessentialpartofwhichprocesses?ProblemManagememtandCapacityManagementAvailabilityManagementandServiceLevelManagementITServiceContinuityManagementandFinancialManagementforITServicesITServiceContinuityManagementandAvailabilityManagement卜一、可用性管理（2道题）1、Theincidentreportsfromthepreviousmonthindicatethattheaveragerecoveryperiodwastwohours.Whatdoesthismean?Thismeansthatincidentslastedanaverageoftwohoursduringthatmonth.Thismeansthatinthatmonth,arandomlyselectedincidentwasremedied（补救）withintwohours.Thismeansthatittookanaverageoftwoh