ITIL_v3考试题库

QUESTION 1 Which of the following models would be most useful in helping to define an organizational structure? A.Service Model

B.Continual Service Improvement (CSI) Model C.RACI Model

D.Plan, Do, Check, Act (PDCA) Model Answer: C

QUESTION 2 Which of the following BEST describes a Service Desk? A.A process within Service Operation providing a single point of contact B.A dedicated number of staff answering questions from users C.A dedicated number of staff handling Incidents and service requests D.A dedicated number of staff handling service requests Answer: C

QUESTION 3 Governance is concerned with:

A.Measuring and improving the efficiency and effectiveness of processes B.Ensuring that agreed Service Level Requirements are met C.Ensuring that processes and procedures are correctly followed D.Reducing the total cost of providing services Answer: C

QUESTION 4 Which of these activities would you expect to be performed by a Service Desk? 1. Logging details of Incidents and service requests 2. Providing first line investigation and diagnosis 3.Restoring service 4. Diagnosing the root cause of problems

A.2, 3 and 4 only B.1, 2 and 4 only C.All of the other alternatives apply. D.1, 2 and 3 only Answer: D

QUESTION 5 Which of the following statements is CORRECT?

A.Service Transition contains guidance on transferring services from strategy into the design phase of the Service Lifecycle

B.Service Design provides guidance for the development of services and service management processes

C.Continual Service Improvement contains guidance on supporting IT operations through models such as shared services

D.Service Operation ensures that organizations are in a position to handle the costs and risks associated with their service portfolios Answer: B

QUESTION 6 Which of the following delivery strategies is described as, \more organizations to work together to design, develop, transition, maintain, operate and/or support IT services\A.Insourcing B.Multisourcing

C.Knowledge Process Outsourcing D.Application Service Provision Answer: B

QUESTION 7 How is the Service Catalogue used to add value to the service provider organization? A.Providing a central source of information on the IT services delivered B.Showing the business impact of a change

C.Displaying the relationships between configuration items D.To predict the root cause of issues in the IT infrastructure Answer: A

QUESTION 8 The Service Catalogue can be BEST described as:

A.A document used by Service Operations to identify activities that they must perform B.A list of all business requirements that have not yet become services C.The part of the Service Portfolio that is visible to customers D.A list of all Service Level Agreements Answer: C

QUESTION 9 What is the Service V Model used for? A.The day to day management of services

B.Monitoring and measuring services as part of Continual Service Improvement (CSI)

C.Identifying different levels of validation and testing that can be carried out D.Managing the five aspects of Service Design Answer: C

QUESTION 10 Which of the following are valid examples of business value measures? 1. Customer retention 2. Time to market 3. Service Architecture 4. Market share

A.All of the alternatives apply B.1, 2 and 4 only C.1 and 2 only D.2 and 4 only Answer: B

QUESTION 11 Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to? A.Service Design, Service Transition and Service Operation B.Service Operation

C.Service Transition and Service Operation

D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Answer: D

QUESTION 12 The three subprocesses of Capacity Management are:

A.Business Capacity Management, Service Capacity Management and Component Capacity Management B.Business Capacity Management, Technology Capacity Management and Component Capacity Management

C.Supplier Capacity Management, Service Capacity Management and Technology Capacity Management D.Supplier Capacity Management, Service Capacity Management and Component Capacity Management Answer: A

QUESTION 13 Which of the following statements is INCORRECTLY assigned to its book?

A.contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION

B.ensures that organization are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY

C.provides guidance for the development of services and service management processes: SERVICE DESIGN D.contains guidance on supporting operations through new models and architectures, such as shares services: CONTINUAL SERVICE IMPROVEMENT

Answer: D

QUESTION 14 How many numbered steps are in the continual service improvement (CSI) process? A.11

B.4

C.7

D.6

Answer: C

QUESTION 15 Which process is responsible for recording the current details, status, interfaces and dependencies of all the services that are being run or being prepared to run in the live environment? A.service level management B.service catalogue management C.demand management D.service transition Answer: B

QUESTION 16 Which of the following is NOT a function? A.Technical Management B.Incident Management C.Service Desk

D.Application Management Answer: B

QUESTION 17 Which of the following is NOT a responsibility of the Service design manager? A.Design and maintain all necessary service transition packages

B.take the overall service strategies and ensure they are reflected in the service design process and the service designs that are produced

C.measuring the effectiveness and efficiency of service design and the supporting processes

D.produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

Answer: A

QUESTION 18 Exhibit:

Order the following continual service improvement (CSI) implementation steps into the CORRECT sequence in alignment with the plan, do check, act (PDCA) model. Please refer to the exhibit.

A.2-3-4-1 Answer: D

QUESTION 19 Which of the following is a valid role in the RACI Authority Matrix? A.Controlled Answer: C

QUESTION 20 What does a service always have to deliver to its customers? A.infrastructure B.applications C.resources Answer: D

QUESTION 21 The two main parts of the service catalogue are: A.the business service catalogue and the technical service catalogue B.service levels and service costs C.the service portfolio and retired services D.service attributes and service capabilities Answer: A

QUESTION 22 RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles? A.consulted Answer: B

QUESTION 23 Which of the following is the CORRECT description of the Seven R's of Change Management? A.A set of questions that should be asked to help understand the impact of Changes B.A definition of the roles and responsibilities required for Change Management C.A set of questions that should be asked when reviewing the success of recent change D.A seven step process for releasing Changes into production Answer: A

QUESTION 24 IT operations management have been asked by a customer to carry out non-standard activity that will cause them to miss an agreed service level target. How should they respond? A.they should escalate this decision to service strategy

B.Reliable

C.informed

D.accountable D.value

B.Configuration C.Consulted

D.Complex

B.1-3-2-4

C.3-4-2-1

D.3-1-2-4

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