ITIL（信息技术基础架构库）题库

ITILV3FoundationExam

Number:EXINEX0-101

PassingScore:800

TimeLimit:60min

FileVersion:2011.2

EXINEX0-101

EX0-101ITIL@V3FoundationExam

2011.02.03Updated

Sections

1.A

2.B

3.C

4.D

5.E

6.F

7.G

8.H

ExamA

QUESTION1

Whatarethethreetypesofmetricsthatanorganizationshouldcollecttosupport

ContinualServiceImprovement(CSI)?

A.ReturnOnInvestment(ROI),ValueOnInvestment(VOI),quality

B.Strategic,tacticalandoperational

C.CriticalSuccessFactors(CSFs),KeyPerformanceIndicators

(KPIs),activities

0.Technology,processandservice

Answer:D

Section:A

QUESTION2

WhichofthefollowingisNOTavalidobjectiveofProblemManagement?

A.TopreventProblemsandtheirresultantIncidents

B.TomanageProblemsthroughouttheirlifecycle

C.Torestoreservicetoauser

D.ToeliminaterecurringIncidents

Answer:C

Section:A

QUESTION3

AvailabilityManagementisresponsibleforavailabilityofthe:

A.ServicesandComponents

B.ServicesandBusinessProcesses

C.ComponentsandBusinessProcesses

0.Services,ComponentsandBusinessProcesses

Answer:A

Section:A

QUESTION4

Contractsareusedtodefine:

A.TheprovisionofITservicesorbusinessservicesbyaService

Provider

B.TheprovisionofgoodsandservicesbySuppliers

C.ServiceLevelsthathavebeenagreedbetweentheService

ProviderandtheirCustomer

D.MetricsandCriticalSuccessFactors(CSFs)inanexternal

agreement

Answer:B

Section:A

QUESTION5

WhichofthefollowingisNOTanexampleofSelf-Helpcapabilities?

A.RequirementtoalwayscalltheServiceDeskforservicerequests

B.Webfront-end

C.Menu-drivenrangeofselfhelpandservicerequests

D.Adirectinterfaceintotheback-endprocess-handlingsoftware

Answer:A

Section:A

QUESTION6

Whoownsthespecificcostsandrisksassociatedwithprovidingaservice?

A.TheServiceProvider

B.TheServiceLevelManager

C.TheCustomer

D.TheFinancedepartment

Answer:A

Section:A

QUESTION7

Whichofthefollowingaretypesofcommunicationyoucouldexpectthefunctions

withinService

Operationtoperform?

1.CommunicationbetweenDataCentreshifts

2.Communicationrelatedtochanges

3.Performancereporting

4.Routineoperationalcommunication

A.1only

B.2and3only

C.1,2and4only

D.Alloftheabove

Answer:D

Section:A

Explanation/Reference:

QUESTION8

HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACI

model?

A.Asmanyasnecessarytocompletetheactivity

B.Onlyone-theprocessowner

C.Two-theprocessownerandtheprocessenactor

D.Onlyone-theprocessarchitect

Answer:B

Section:A

QUESTION9

WhatguidancedoesITILgiveonthefrequencyofproductionofservicereporting?

A.Servicereportingintervalsmustbedefinedandagreedwiththe

customers

B.ReportingintervalsshouldbesetbytheServiceProvider

C.Reportsshouldbeproducedweekly

0.Servicereportingintervalsmustbethesameforallservices

Answer:A

Section:A

QUESTION10

WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?

A.Asetofspecialisedorganizationalcapabilitiesforproviding

valuetocustomersintheformofservices

B.Agroupofinteracting,interrelated,orindependentcomponents

thatformaunifiedwhole,operating

togetherforacommonpurpose

C.Themanagementoffunctionswithinanorganizationtoperform

certainactivities

D.Unitsoforganizationswithrolestoperformcertainactivities

Answer:A

Section:A

QUESTION11

Whichofthefollowingwouldbedefinedaspartofeveryprocess?

1.Roles

2.Activities

3.Functions

4.Responsibilities

A.1and3only

B.Alloftheabove

C.2and4only

D.1,2and4only

Answer:D

Section:A

Explanation/Reference:

QUESTION12

WhichofthefollowingstatementsisCORRECTforeveryprocess?

1.Itdeliversitsprimaryresultstoacustomerorstakeholder

2.Itdefinesactivitiesthatareexecutedbyasinglefunction

A.Bothoftheabove

B.1only

C.Neitheroftheabove

D.2only

Answer:B

Section:A

Explanation/Reference:

QUESTION13

Whatarethepublicationsthatprovideguidancespecifictoindustrysectorsand

organizationtypes

knownas?

A.TheServiceStrategyandServiceTransitionbooks

B.TheITILComplementaryGuidance

C.TheServiceSupportandServiceDeliverybooks

D.PocketGuides

Answer:B

Section:A

QUESTION14

WhichofthefollowingisNOTapurposeofServiceTransition?

A.Toensurethataservicecanbemanaged,operatedand

supported

B.Toprovidetrainingandcertificationinprojectmanagement

C.ToprovidequalityknowledgeofChange,Releaseand

DeploymentManagement

D.Toplanandmanagethecapacityandresourcerequirementsto

managearelease

Answer:B

Section:A

QUESTION15

WhatistheBESTdescriptionofthepurposeofServiceOperation?

A.TodecidehowITwillengagewithsuppliersduringtheService

ManagementLifecycle

B.ToproactivelypreventalloutagestoITServices

C.Todesignandbuildprocessesthatw川meetbusinessneeds

D.TodeliverandmanageITServicesatagreedlevelstobusiness

usersandcustomers

Answer:D

Section:A

QUESTION16

WhichofthefollowingshouldNOTbeaconcernofRiskManagement?

A.Toensurethattheorganizationcancontinuetooperateinthe

eventofamajordisruptionordisaster

B.Toensurethattheworkplaceisasafeenvironmentforits

employeesandcustomers

C.Toensurethattheorganizationassets,suchasinformation,

facilitiesandbuildingareprotectedfrom

threats,damageorloss

D.Toensureonlythechangerequestswithmitigatedrisksare

approvedforimplementation

Answer:D

Section:A

QUESTION17

WhatistheBESTdescriptionofanOperationalLevelAgreement(OLA)?

A.Anagreementbetweentheserviceproviderandanotherpartof

thesameorganization

B.Anagreementbetweentheserviceproviderandanexternal

organization

C.Adocumentthatdescribestoacustomerhowserviceswillbe

operatedonaday-to-daybasis

D.Adocumentthatdescribesbusinessservicestooperationalstaff

Answer:A

Section:A

QUESTION18

WhichofthefollowingistheCORRECTdefinitionofaReleaseUnit?

A.Ameasurementofcost

B.AfunctiondescribedwithinServiceTransition

C.Theteamofpeopleresponsibleforimplementingarelease

D.TheportionofaserviceorITinfrastructurethatisnormally

releasedtogether

Answer:D

Section:A

QUESTION19

TheBESTdefinitionofanIncidentis:

A.Anunplanneddisruptionofserviceunlessthereisabackupto

thatservice

B.AnunplannedinterruptionorreductioninthequalityofanIT

Service

C.Anydisruptiontoservicewhetherplannedorunplanned

D.AnydisruptiontoservicethatisreportedtotheServiceDesk,

regardlessofwhethertheserviceis

impactedornot

Answer:B

Section:A

QUESTION20

InwhichofthefollowingsituationsshouldaProblemRecordbecreated?

A.Aneventindicatesthataredundantnetworksegmenthasfailed

butithasnotimpactedanyusers

B.AnIncidentispassedtosecond-levelsupport

C.ATechnicalManagementteamidentifiesapermanentresolution

toanumberofrecurringIncidents

D.IncidentManagementhasfoundaworkaroundbutneedssome

assistanceinimplementingit

Answer:C

Section:A

QUESTION21

WhichofthefollowingBESTdescribesaProblem?

A.AKnownErrorforwhichthecauseandresolutionarenotyet

known

B.ThecauseoftwoormoreIncidents

C.AseriousIncidentwhichhasacriticalimpacttothebusiness

D.ThecauseofoneormoreIncidents

Answer:D

Section:A

QUESTION22

ImplementationofITILServiceManagementrequirespreparingandplanningthe

effectiveandefficient

useof:

A.People,Process,Partners,Suppliers

B.People,Process,Products,Technology

C.People,Process,Products,Partners

D.People,Products,Technology,Partners

Answer:C

Section:A

QUESTION23

WhatwouldbethenextstepintheContinualServiceImprovement(CSI)Model

after:

1.Whatisthevision?

2.Wherearewenow?

3.Wheredowewanttobe?

4.Howdowegetthere?

5.Didwegetthere?

6.?

A.WhatistheReturnOnInvestment(ROI)?

B.Howmuchdiditcost?

C.Howdowekeepthemomentumgoing?

D.WhatistheValueOnInvestment(VOI)?

Answer:C

Section:A

Explanation/Reference:

QUESTION24

WhichofthefollowingdoServiceMetricsmeasure?

A.Processesandfunctions

B.Maturityandcost

C.Theendtoendservice

D.Infrastructureavailability

Answer:C

Section:A

QUESTION25

TheMAINobjectiveofServiceLevelManagementis:

A.TocarryouttheServiceOperationsactivitiesneededtosupport

currentITservices

B.Toensurethatsufficientcapacityisprovidedtodeliverthe

agreedperformanceofservices

C.TocreateandpopulateaServiceCatalogue

D.ToensurethatanagreedlevelofITserviceisprovidedforall

currentITservices

Answer:D

Section:A

QUESTION26

WhichprocessesreviewUnderpinningContractsonaregularbasis?

A.SupplierManagementandServiceLevelManagement

B.SupplierManagementandDemandManagement

C.DemandManagementandServiceLevelManagement

0.SupplierManagement,DemandManagementandServiceLevel

Management

Answer:A

Section:A

QUESTION27

WhichofthefollowingstatementsabouttheServicePortfolioandService

CatalogueistheMOST

CORRECT?

A.TheServiceCatalogueonlyhasinformationaboutservicesthat

arelive,orbeingpreparedfor

deployment;theServicePortfolioonlyhasinformationabout

serviceswhicharebeingconsideredforfuture

development

B.TheServiceCataloguehasinformationaboutallservices;the

ServicePortfolioonlyhasinformation

aboutserviceswhicharebeingconsideredforfuture

development

C.TheServicePortfoliohasinformationaboutallservices;the

ServiceCatalogueonlyhasinformation

aboutserviceswhicharelive,orbeingpreparedfordeployment

D.ServiceCatalogueandServicePortfolioaredifferentnamesfor

thesamething

Answer:C

Section:A

QUESTION28

WhichroleorfunctionisresponsibleformonitoringactivitiesandeventsintheIT

Infrastructure?

A.ServiceLevelManagement

B.ITOperationsManagement

C.CapacityManagement

D.IncidentManagement

Answer:B

Section:A

QUESTION29

Considerthefollowinglist:

1.ChangeAuthority

2.ChangeManager

3.ChangeAdvisoryBoard(CAB)

WhataretheseBESTdescribedas?

A.Jobdescriptions

B.Functions

C.Teams

D.Roles,peopleorgroups

Answer:D

Section:A

Explanation/Reference:

QUESTION30

ServiceTransitioncontainsdetaileddescriptionsofwhichprocesses?

A.ChangeManagement,ServiceAssetandConfiguration

Management,ReleaseandDeployment

Management

B.ChangeManagement,CapacityManagementEvent

Management,ServiceRequestManagement

C.ServiceLevelManagement,ServicePortfolioManagement,

ServiceAssetandConfiguration

Management

0.ServiceAssetandConfigurationManagement,Releaseand

DeploymentManagement,Request

Fulfilment

Answer:A

Section:A

QUESTION31

WhichofthefollowingstatementsisCORRECT?

A.TheConfigurationManagementSystemispartoftheKnown

ErrorDataBase

B.TheServiceKnowledgeManagementSystemispartofthe

ConfigurationManagementSystem

C.TheConfigurationManagementSystemispartoftheService

KnowledgeManagementsystem

D.TheConfigurationManagementSystemispartofthe

ConfigurationManagementDatabase

Answer:C

Section:A

QUESTION32

MajorIncidentsrequire:

A.Separateprocedures

B.Lessurgency

C.Longertimescales

D.Lessdocumentation

Answer:A

Section:A

QUESTION33

WhichofthefollowingstatementsaboutIncidentreportingandloggingis

CORRECT?

A.Incidentscanonlybereportedbyusers,sincetheyaretheonly

peoplewhoknowwhenaservicehas

beendisrupted

B.Incidentscanbereportedbyanyonewhodetectsadisruptionor

potentialdisruptiontonormalservice.

Thisincludestechnicalstaff

C.AllcallstotheServiceDeskmustbeloggedasIncidentsto

assistinreportingServiceDeskactivity

D.IncidentsreportedbytechnicalstaffmustbeloggedasProblems

becausetechnicalstaffmanage

infrastructuredevicesnotservices

Answer:B

Section:A

Explanation/Reference:

QUESTION34

WhatistheBESTdescriptionofaMajorIncident?

A.AnIncidentthatissocomplexthatitrequiresrootcauseanalysis

beforeaworkaroundcanbefound

B.AnIncidentwhichrequiresalargenumberofpeopletoresolve

C.AnIncidentloggedbyaseniormanager

D.AnIncidentwhichhasahighpriorityorhighimpactonthe

business

Answer:D

Section:A

QUESTION35

Whichofthefollowingshouldbedonewhenclosinganincident?

1.Checktheincidentcategorizationandcorrectitifnecessary

2.Checkthatuserissatisfiedwiththeoutcome

A.1only

B.Bothoftheabove

C.2only

D.Neitheroftheabove

Answer:B

Section:A

Explanation/Reference:

QUESTION36

Whichofthefollowingstatementscorrectlystatestherelationshipbetween

urgency,priorityand

impact?

A.Impact,priorityandurgencyareindependentofeachother

B.Urgencyshouldbebasedonimpactandpriority

C.Impactshouldbebasedonurgencyandpriority

D.Priorityshouldbebasedonimpactandurgency

Answer:D

Section:A

QUESTION37

Hierarchicescalationisbestdescribedas?

A.NotifyingmoreseniorlevelsofmanagementaboutanIncident

B.PassinganIncidenttopeoplewithagreaterleveloftechnical

skill

C.Usingmoreseniorspecialiststhannecessarytoresolvean

Incidenttomaintaincustomersatisfaction

D.FailingtomeettheIncidentresolutiontimesspecifiedina

ServiceLevelAgreement

Answer:A

Section:A

QUESTION38

WhichofthefollowingBESTdescribesaServiceRequest?

A.ArequestfromaUserforinformation,adviceorforaStandard

Change

B.Anythingthatthecustomerwantsandispreparedtopayfor

C.AnyrequestordemandthatisenteredbyauserviaaSelf-Help

web-basedinterface

D.AnyRequestforChange(RFC)thatislowriskandcanbe

approvedbytheChangeManagerwithouta

ChangeAdvisoryBoard(CAB)meeting

Answer:A

Section:A

QUESTION39

EventManagement,ProblemManagement,AccessManagementandRequest

Fulfilmentarepartof

whichstageoftheServiceLifecycle?

A.ServiceStrategy

B.ServiceTransition

C.ServiceOperation

0.ContinualServiceImprovement

Answer:C

Section:A

QUESTION40

WhichofthefollowingisNOTavalidobjectiveofRequestFulfilment?

A.Toprovideinformationtousersaboutwhatservicesare

availableandhowtorequestthem

B.ToupdatetheServiceCataloguewithservicesthatmaybe

requestedthroughtheServiceDesk

C.Toprovideachannelforuserstorequestandreceivestandard

services

D.Tosourceanddeliverthecomponentsofstandardservicesthat

havebeenrequested

Answer:B

Section:A

QUESTION41

Whichprocessisresponsibleforsourcinganddeliveringcomponentsofrequested

standardservices?

A.RequestFulfilment

B.ServicePortfolioManagement

C.ServiceDesk

D.ITFinance

Answer:A

Section:B

QUESTION42

WhichofthefollowingareServiceDeskorganizationalstructures?

1.LocalServiceDesk

2.VirtualServiceDesk

3.ITHelpDesk

4.FollowtheSun

A.1,2and4only

B.2,3and4only

C.1,3and4only

D.1,2and3only

Answer:A

Section:B

Explanation/Reference:

QUESTION43

WhichFunctionsareincludedinITOperationsManagement?

A.NetworkManagementandApplicationManagement

B.TechnicalManagementandChangeManagement

C.ITOperationsControlandFacilitiesManagement

D.FacilitiesManagementandReleaseManagement

Answer:C

Section:B

QUESTION44

WhichofthefollowingoptionsisahierarchythatisusedinKnowledge

Management?

A.Wisdom-Information-Data-Knowledge

B.Data-Information-Knowledge-Wisdom

C.Knowledge-Wisdom-Information-Data

D.Information-Data-Knowledge-Wisdom

Answer:B

Section:B

QUESTION45

WhichofthefollowingCANNOTbeprovidedbyatool?

A.Knowledge

B.Information

C.Wisdom

D.Data

Answer:C

Section:B

QUESTION46

TheBESTprocessestoautomatearethosethatare:

A.CarriedoutbyServiceOperations

B.Carriedoutbylotsofpeople

C.Criticaltothesuccessofthebusinessmission

0.Simpleandwellunderstood

Answer:D

Section:B

QUESTION47

WhichofthefollowingareaswouldtechnologyhelptosupportduringtheService

Transitionphaseof

thelifecycle?

1.Dataminingandworkflowtools

2.Measurementandreportingsystems

3.Releaseanddeploymenttechnology

4.ProcessDesign

A.2,3and4only

B.1,3and4only

C.1,2and3only

D.Alloftheabove

Answer:C

Section:B

Explanation/Reference:

QUESTION48

Whichofthefollowingarethetwoprimaryelementsthatcreatevaluefor

customers?

A.ValueonInvestment(VOI),ReturnonInvestment(ROI)

B.CustomerandUsersatisfaction

C.UnderstandingServiceRequirementsandWarranty

D.UtilityandWarranty

Answer:D

Section:B

QUESTION49

WithinServiceDesign,whatisthekeyoutputhandedovertoServiceTransition?

A.Measurement,methodsandmetrics

B.ServiceDesignPackage

C.ServicePortfolioDesign

D.Processdefinitions

Answer:B

Section:B

QUESTION50

WhatistheServicePipeline?

A.Allservicesthatareataconceptualordevelopmentstage

B.Allservicesexceptthosethathavebeenretired

C.AllservicesthatarecontainedwithintheServiceLevel

Agreement(SLA)

D.Allcomplexmulti-userservices

Answer:A

Section:B

QUESTION51

WhichofthefollowingstatementsBESTdescribesaDefinitiveMediaLibrary

(DML)?’

A.Asecurelocationwheredefinitivehardwaresparesareheld

B.Asecurelibrarywheredefinitiveauthorisedversionsofallmedia

ConfigurationItems(Cis)arestored

andprotected

C.AdatabasethatcontainsdefinitionsofallmediaCis

D.Asecurelibrarywheredefinitiveauthorisedversionsofall

softwareandback-upsarestoredand

protected

Answer:B

Section:B

QUESTION52

Inthephrase"People,Processes,ProductsandPartners".Productsrefersto:

A.ITInfrastructureandApplications

B.Services,technologyandtools

C.GoodsprovidedbythirdpartiestosupporttheITServices

D.AllassetsbelongingtotheServiceProvider

Answer:B

Section:B

QUESTION53

Definingtheprocessesneededtooperateanewserviceispartof:

A.ServiceDesign:Designtheprocesses

B.ServiceStrategy:Developtheofferings

C.ServiceTransition:Planandpreparefordeployment

0.ServiceOperation:ITOperationsManagement

Answer:A

Section:B

QUESTION54

WhichServiceDesignprocessmakesthemostuseofdatasuppliedbyDemand

Management?

A.ServiceCatalogueManagement

B.ServiceLevelManagement

C.ITServiceContinuityManagement

0.CapacityManagement

Answer:D

Section:B

QUESTION55

WhichoftheseareobjectivesofServiceLevelManagement

1:Defining,documentingandagreeingthelevelofITServicestobeprovided

2:Monitoring,measuringandreportingtheactuallevelofservicesprovided

3:Monitoringandimprovingcustomersatisfaction

4:IdentifyingpossiblefuturemarketsthattheServiceProvidercouldoperatein

A.1,2and3only

B.1and2only

C.1,2and4only

D.Alloftheabove

Answer:A

Section:B

Explanation/Reference:

QUESTION56

Whichprocessisresponsiblefordiscussingreportswithcustomersshowing

whetherserviceshavemet

theirtargets?

A.ContinualServiceImprovement

B.BusinessRelationshipManagement

C.ServiceLevelManagement

0.AvailabilityManagement

Answer:C

Section:B

QUESTION57

WhichofthefollowingdoestheAvailabilityManagementprocessinclude?

1.Ensuringservicesareabletomeetavailabilitytargets

2.Monitoringandreportingactualavailability

3.Improvementactivities,toensurethatservicescontinuetomeetorexceedtheir

availabilitygoals

A.1only

B.Alloftheabove

C.1and2only

D.1and3only

Answer:B

Section:B

Explanation/Reference:

QUESTION58

Reliabilityisameasureof:

A.Theavailabilityofaserviceorcomponent

B.Thelevelofriskthatcouldimpactaserviceorprocess

C.Howlongaserviceorcomponentcanperformitsfunction

withoutfailing

D.Ameasureofhowquicklyaserviceorcomponentcanbe

restoredtonormalworking

Answer:C

Section:B

QUESTION59

Whichprocessisresponsibleformanagingrelationshipswithvendors?

A.ChangeManagement

B.ServicePortfolioManagement

C.SupplierManagement

0.ContinualServiceImprovement

Answer:C

Section:B

QUESTION60

TheSupplierManagementprocessincludes:

1:ServiceDesignactivities,toensurethatcontractswillbeabletosupportthe

servicerequirements

2:ServiceOperationactivities,tomonitorandreportsupplierachievements

3:ContinualImprovementactivities,toensurethatsupplierscontinuetomeetor

exceedtheneedsofthe

business

A.1and2only

B.1only

C.Alloftheabove

D.1and3only

Answer:C

Section:B

Explanation/Reference:

QUESTION61

Datausedtosupportthecapacitymanagementprocessshouldbestoredin:

A.Aconfigurationmanagementdatabase(CMDB)

B.Acapacitydatabase(CDB)

C.Aconfigurationmanagementsystem(CMS)

D.Acapacitymanagementinformationsystem(CMIS)

Answer:D

Section:B

QUESTION62

WhichprocesscontainstheBusiness,ServiceandComponentsub-processes?

A.CapacityManagement

B.IncidentManagement

C.ServiceLevelManagement

D.FinancialManagement

Answer:A

Section:B

QUESTION63

ITServiceContinuitystrategyshouldbebasedon:

1:Designoftheservicetechnology

2:Businesscontinuitystrategy

3:BusinessImpactAnalysis

4:Riskassessment

A.1,2and4only

B.1,2and3only

C.2,3and4only

D.1,3and4only

Answer:C

Section:B

Explanation/Reference:

QUESTION64

Achangeprocessmodelshouldinclude:

1-Thestepsthatshouldbetakentohandlethechangewithanydependencesor

co-processingdefined,includinghandlingissuesandunexpectedevents

2-Responsibilities;whoshoulddowhat,includingescalation

3-Timescalesandthresholdsforcompletionoftheactions

4-Complaintsprocedures

A.1,2and3only

B.Alloftheabove

C.1and2only

D.1,2and4only

Answer:A

Section:B

Explanation/Reference:

QUESTION65

WhichofthefollowingBESTdescribesaChangeAuthority?

A.TheChangeAdvisoryBoard

B.Apersonthatprovidesformalauthorisationforaparticulartype

ofchange.

C.Arole,personoragroupofpeoplethatprovidesformal

authorisationforaparticulartypeofchange.

D.TheChangeManagerwhoprovidesformalauthorisationfor

eachchange

Answer:C

Section:B

QUESTION66

Whichofthesewouldfalloutsidethescopeofatypicalservicechange

managementprocess

A.Achangetoacontractwithasupplier

B.AfirmwareupgradetoaserverthatisonlyusedforITService

Continuitypurposes

C.AnurgentneedtoreplaceaCPUtorestoreaserviceduringan

incident

D.AchangetoabusinessprocessthatdependsonITServices

Answer:D

Section:B

QUESTION67

WhichofthefollowingstatementsBESTdescribestheaimsofReleaseand

DeploymentManagement?

A.Tobuild,testanddeliverthecapabilitytoprovidetheservices

specifiedbyServiceDesignandthatwill

accomplishthestakeholdersrequirementsanddeliverthe

intendedobjectives

B.ToensurethateachReleasepackagespecifiedbyService

Designconsistsofasetofrelatedassetsand

servicecomponentsthatarecompatiblewitheachother

C.ToensurethatallReleaseandDeploymentpackagescanbe

tracked,installed,tested,verifiedand/or

uninstalledorbackedoutifappropriate

D.Torecordandmanagedeviations,risksandissuesrelatedtothe

neworchangedservice

Answer:A

Section:B

QUESTION68

WhichofthefollowingBESTdescribesTechnicalManagement?

A.AFunctionresponsibleforFacilitiesManagementandbuilding

controlsystems

B.AFunctionthatprovideshardwarerepairservicesfortechnology

involvedinthedeliveryofserviceto

customers

C.Seniormanagersresponsibleforallstaffwithinthetechnical

supportFunction

D.AFunctionthatincludesthegroups,departmentsorteamsthat

providetechnicalexpertiseandoverall

managementoftheITInfrastructure

Answer:D

Section:B

QUESTION69

Whichofthefollowingfunctionswouldberesponsibleformanagementofadata

centre?

A.TechnicalManagement

B.ServiceDesk

C.ITOperationsControl

D.FacilitiesManagement

Answer:D

Section:B

QUESTION70

WhichofthesestatementsaboutResourcesandCapabilitiesisCORRECT?

A.ResourcesaretypesofServiceAssetandCapabilitiesarenot

B.ResourcesandCapabilitiesarebothtypesofServiceAsset

C.CapabilitiesaretypesofServiceAssetandResourcesarenot

D.NeitherCapabilitiesnorResourcesaretypesofServiceAsset

Answer:B

Section:B

QUESTION71

Ariskis:

A.Somethingthatwon'thappen

B.Somethingthatwillhappen

C.Somethingthathashappened

0.Somethingthatmighthappen

Answer:D

Section:B

QUESTION72

AServiceLevelAgreement(SLA)is:

A.Thepartofacontractthatspecifiesresponsibilitiesofeachparty

B.AnagreementbetweentheServiceProviderandaninternal

organization

C.AnagreementbetweenaServiceProviderandanexternal

supplier

D.AnagreementbetweentheServiceProviderandtheircustomer

Answer:D

Section:B

QUESTION73

TheinformationthatispassedtoServiceTransitiontoenablethemtoimplementa

newserviceis

called:

A.AServiceLevelPackage

B.AServiceTransitionPackage

C.AServiceDesignPackage

D.ANewServicePackage

Answer:C

Section:B

QUESTION74

Whenshouldtestsforanewservicebedesigned?

A.Atthesametimeastheserviceisdesigned

B.Aftertheservicehasbeendesigned,beforetheserviceis

handedovertoServiceTransition

C.AspartofServiceTransition

D.Beforetheserviceisdesigned

Answer:A

Section:B

QUESTION75

WhichoftheseisthecorrectsetofstepsfortheContinualServiceImprovement

Model?

A.Deviseastrategy;Designthesolution;Transitioninto

production;Operatethesolution;Continually

Improve

B.Wheredowewanttobe?;Howdowegetthere?;Howdowe

checkwearrived?;Howdowekeepthe

momentumgoing?

C.Identifytherequiredbusinessoutcomes;Planhowtoachieve

theoutcomes;Implementtheplan;Check

theplanhasbeenproperlyimplemented;Improvethesolution

D.Whatisthevision?;Wherearewenow?;Wheredowewantto

be?;Howdowegetthere?;Didweget

there?;Howdowekeepthemomentumgoing?

Answer:D

Section:B

QUESTION76

Whichofthefollowingactivitiesarehelpedbyrecordingrelationshipsbetween

ConfigurationItems(Cis)?

1.AssessingtheimpactandcauseofIncidentsandProblems

2.AssessingtheimpactofproposedChanges

3.Planninganddesigninga