itilfoundationv3考试题库.docx
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itilfoundationv3考试题库.docx
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itilfoundationv3考试题库
EX0-101ITILFoundationv.3
ExamA
QUESTION1
WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualServiceImprovement(CSI)?
A.
ReturnOnInvestment(ROI),ValueOnInvestment(VOI),quality
B.
Strategic,tacticalandoperational
C.
CriticalSuccessFactors(CSFs),KeyPerformanceIndicators(KPIs),activities
D.
Technology,processandservice
Answer:
D
QUESTION2
WhichofthefollowingisNOTavalidobjectiveofProblemManagement?
A.
TopreventProblemsandtheirresultantIncidents
B.
TomanageProblemsthroughouttheirlifecycle
C.
Torestoreservicetoauser
D.
ToeliminaterecurringIncidents
Answer:
C
QUESTION3
AvailabilityManagementisresponsibleforavailabilityofthe:
A.
ServicesandComponents
B.
ServicesandBusinessProcesses
C.
ComponentsandBusinessProcesses
D.
Services,ComponentsandBusinessProcesses
Answer:
A
QUESTION4
Contractsareusedtodefine:
A.
TheprovisionofITservicesorbusinessservicesbyaServiceProvider
B.
TheprovisionofgoodsandservicesbySuppliers
C.
ServiceLevelsthathavebeenagreedbetweentheServiceProviderandtheirCustomer
D.
MetricsandCriticalSuccessFactors(CSFs)inanexternalagreement
Answer:
B
QUESTION5
WhichofthefollowingisNOTanexampleofSelf-Helpcapabilities?
A.
RequirementtoalwayscalltheServiceDeskforservicerequests
B.
Webfront-end
C.
Menu-drivenrangeofselfhelpandservicerequests
D.
Adirectinterfaceintotheback-endprocess-handlingsoftware
Answer:
A
QUESTION6
Whoownsthespecificcostsandrisksassociatedwithprovidingaservice?
A.
TheServiceProvider
B.
TheServiceLevelManager
C.
TheCustomer
D.
TheFinancedepartment
Answer:
A
QUESTION7
WhichofthefollowingaretypesofcommunicationyoucouldexpectthefunctionswithinService
Operationtoperform?
1.CommunicationbetweenDataCentreshifts
2.Communicationrelatedtochanges
3.Performancereporting
4.Routineoperationalcommunication
A.
1only
B.
2and3only
C.
1,2and4only
D.
Alloftheabove
Answer:
D
QUESTION8
HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?
A.
Asmanyasnecessarytocompletetheactivity
B.
Onlyone-theprocessowner
C.
Two-theprocessownerandtheprocessenactor
D.
Onlyone-theprocessarchitect
Answer:
B
QUESTION9
WhatguidancedoesITILgiveonthefrequencyofproductionofservicereporting?
A.
Servicereportingintervalsmustbedefinedandagreedwiththecustomers
B.
ReportingintervalsshouldbesetbytheServiceProvider
C.
Reportsshouldbeproducedweekly
D.
Servicereportingintervalsmustbethesameforallservices
Answer:
A
QUESTION10
WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?
A.
Asetofspecialisedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservices
B.
Agroupofinteracting,interrelated,orindependentcomponentsthatformaunifiedwhole,operating
togetherforacommonpurpose
C.
Themanagementoffunctionswithinanorganizationtoperformcertainactivities
D.
Unitsoforganizationswithrolestoperformcertainactivities
Answer:
A
QUESTION11
Whichofthefollowingwouldbedefinedaspartofeveryprocess?
1.Roles
2.Activities
3.Functions
4.Responsibilities
A.
1and3only
B.
Alloftheabove
C.
2and4only
D.
1,2and4only
Answer:
D
QUESTION12
WhichofthefollowingstatementsisCORRECTforeveryprocess?
1.Itdeliversitsprimaryresultstoacustomerorstakeholder
2.Itdefinesactivitiesthatareexecutedbyasinglefunction
A.
Bothoftheabove
B.
1only
C.
Neitheroftheabove
D.
2only
Answer:
B
QUESTION13
Whatarethepublicationsthatprovideguidancespecifictoindustrysectorsandorganizationtypes
knownas?
A.
TheServiceStrategyandServiceTransitionbooks
B.
TheITILComplementaryGuidance
C.
TheServiceSupportandServiceDeliverybooks
D.
PocketGuides
Answer:
B
QUESTION14
WhichofthefollowingisNOTapurposeofServiceTransition?
A.
Toensurethataservicecanbemanaged,operatedandsupported
B.
Toprovidetrainingandcertificationinprojectmanagement
C.
ToprovidequalityknowledgeofChange,ReleaseandDeploymentManagement
D.
Toplanandmanagethecapacityandresourcerequirementstomanagearelease
Answer:
B
QUESTION15
WhatistheBESTdescriptionofthepurposeofServiceOperation?
A.
TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycle
B.
ToproactivelypreventalloutagestoITServices
C.
Todesignandbuildprocessesthatwillmeetbusinessneeds
D.
TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomers
Answer:
D
QUESTION16
WhichofthefollowingshouldNOTbeaconcernofRiskManagement?
A.
Toensurethattheorganizationcancontinuetooperateintheeventofamajordisruptionordisaster
B.
Toensurethattheworkplaceisasafeenvironmentforitsemployeesandcustomers
C.
Toensurethattheorganizationassets,suchasinformation,facilitiesandbuildingareprotectedfrom
threats,damageorloss
D.
Toensureonlythechangerequestswithmitigatedrisksareapprovedforimplementation
Answer:
D
QUESTION17
WhatistheBESTdescriptionofanOperationalLevelAgreement(OLA)?
A.
Anagreementbetweentheserviceproviderandanotherpartofthesameorganization
B.
Anagreementbetweentheserviceproviderandanexternalorganization
C.
Adocumentthatdescribestoacustomerhowserviceswillbeoperatedonaday-to-daybasis
D.
Adocumentthatdescribesbusinessservicestooperationalstaff
Answer:
A
QUESTION18
WhichofthefollowingistheCORRECTdefinitionofaReleaseUnit?
A.
Ameasurementofcost
B.
AfunctiondescribedwithinServiceTransition
C.
Theteamofpeopleresponsibleforimplementingarelease
D.
TheportionofaserviceorITinfrastructurethatisnormallyreleasedtogether
Answer:
D
QUESTION19
TheBESTdefinitionofanIncidentis:
A.
Anunplanneddisruptionofserviceunlessthereisabackuptothatservice
B.
AnunplannedinterruptionorreductioninthequalityofanITService
C.
Anydisruptiontoservicewhetherplannedorunplanned
D.
AnydisruptiontoservicethatisreportedtotheServiceDesk,regardlessofwhethertheserviceis
impactedornot
Answer:
B
QUESTION20
InwhichofthefollowingsituationsshouldaProblemRecordbecreated?
A.
Aneventindicatesthataredundantnetworksegmenthasfailedbutithasnotimpactedanyusers
B.
AnIncidentispassedtosecond-levelsupport
C.
ATechnicalManagementteamidentifiesapermanentresolutiontoanumberofrecurringIncidents
D.
IncidentManagementhasfoundaworkaroundbutneedssomeassistanceinimplementingit
Answer:
C
QUESTION21
WhichofthefollowingBESTdescribesaProblem?
A.
AKnownErrorforwhichthecauseandresolutionarenotyetknown
B.
ThecauseoftwoormoreIncidents
C.
AseriousIncidentwhichhasacriticalimpacttothebusiness
D.
ThecauseofoneormoreIncidents
Answer:
D
QUESTION22
ImplementationofITILServiceManagementrequirespreparingandplanningtheeffectiveandefficient
useof:
A.
People,Process,Partners,Suppliers
B.
People,Process,Products,Technology
C.
People,Process,Products,Partners
D.
People,Products,Technology,Partners
Answer:
C
QUESTION23
WhatwouldbethenextstepintheContinualServiceImprovement(CSI)Modelafter:
1.Whatisthevision?
2.Wherearewenow?
3.Wheredowewanttobe?
4.Howdowegetthere?
5.Didwegetthere?
6.?
A.
WhatistheReturnOnInvestment(ROI)?
B.
Howmuchdiditcost?
C.
Howdowekeepthemomentumgoing?
D.
WhatistheValueOnInvestment(VOI)?
Answer:
C
QUESTION24
WhichofthefollowingdoServiceMetricsmeasure?
A.
Processesandfunctions
B.
Maturityandcost
C.
Theendtoendservice
D.
Infrastructureavailability
Answer:
C
QUESTION25
TheMAINobjectiveofServiceLevelManagementis:
A.
TocarryouttheServiceOperationsactivitiesneededtosupportcurrentITservices
B.
Toensurethatsufficientcapacityisprovidedtodelivertheagreedperformanceofservices
C.
TocreateandpopulateaServiceCatalogue
D.
ToensurethatanagreedlevelofITserviceisprovidedforallcurrentITservices
Answer:
D
QUESTION26
WhichprocessesreviewUnderpinningContractsonaregularbasis?
A.
SupplierManagementandServiceLevelManagement
B.
SupplierManagementandDemandManagement
C.
DemandManagementandServiceLevelManagement
D.
SupplierManagement,DemandManagementandServiceLevelManagement
Answer:
A
QUESTION27
WhichofthefollowingstatementsabouttheServicePortfolioandServiceCatalogueistheMOST
CORRECT?
A.
TheServiceCatalogueonlyhasinformationaboutservicesthatarelive,orbeingpreparedfor
deployment;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredforfuture
development
B.
TheServiceCataloguehasinformationaboutallservices;theServicePortfolioonlyhasinformation
aboutserviceswhicharebeingconsideredforfuturedevelopment
C.
TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformation
aboutserviceswhicharelive,orbeingpreparedfordeployment
D.
ServiceCatalogueandServicePortfolioaredifferentnamesforthesamething
Answer:
C
QUESTION28
WhichroleorfunctionisresponsibleformonitoringactivitiesandeventsintheITInfrastructure?
A.
ServiceLevelManagement
B.
ITOperationsManagement
C.
CapacityManagemen
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