ITIL_v3考试题库(3)

A.Analyzing and reviewing agreed service levels C.Negotiating requests for service Answer: D

B.Maintaining the service catalogue

D.Assessing the full impact of proposed changes to services

QUESTION 51 . Which of the following statements is INCORRECT?

A.Urgent and non-urgent changes follow the same Change Management process B.High risk, urgent changes should be considered by the CAB Emergency Committee C.Urgent changes need not necessarily be reviewed, unless there is time to do so D.The justification for urgent changes should always be based on sound business reasons Answer: C

QUESTION 52 . In Availability Management, Confidentiality and Integrity are elements of: A.Reliability Answer: C

QUESTION 53 . At what point should capacity requirements of a proposed system be first considered? A.Leave it until the system is implemented and see if the system works O.K. B.As early as possible

C.When the Development Manager has completed testing and passes the system to Operations for operational testing

D.Just before the system goes live Answer: B

QUESTION 54 . Which of the following is NOT a valid attribute of a hardware CI? A.A supplier's part number B.The cost of the item

C.A manufacturer's serial number D.The number of items held Answer: D

QUESTION 55 . Which of the following activities are NOT part of IT Accounting? A.Calculation of the costs of IT services

B.Serviceability

C.Security

D.Maintainability

B.Budgeting

C.Identification of costs by customer, service or activity D.Performing cost-benefit analyses to support decision making Answer: B

QUESTION 56 . The major difference between a CMDB and an asset register is that CMDB holds information on: A.Documentation Answer: D

QUESTION 57 .Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process

A.Improved user satisfaction C.Elimination of lost incidents Answer: B

QUESTION 58 . Which of the following definitions best describes the IT Infrastructure Library (ITIL)? A.A documented framework of proven best practices in Service Management B.A prescriptive process for managing Service Improvement Projects C.A methodology for supporting and delivering IT services D.A quality standard in managing customer relationships Answer: A

QUESTION 59 . The stages in the Incident Management process are:

A.Logging, allocation, classification, initial support, communication, resolution

B.Logging, initial support, detection, recording, classification, investigation, recovery and closure C.Detection, classification, investigation, recording, recovery, resolution and closure

D.Detection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closure Answer: D

QUESTION 60 . Which of the following terms or phrases are associated with resilience? 1. Redundancy 2. Fault tolerance 3. On-site spares 4. Duplexing A.2, 3 and 4

B.All of them

C.1 and 4

D.1, 2 and 4

B.Incident volume reduction

D.Less disruption to both IT support staff and users

B.Software

C.The IT environment D.Relationships

Answer: D

QUESTION 61 . If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organization's senior managers? A.Progress reporting

B.Leading the recovery teams

C.Co-ordinating and directing activities, arbitrating and allocating resources D.Executing recovery instructions Answer: C

QUESTION 62 . Capacity Management is responsible for ensuring the capacity of the IT Infrastructure matches the evolvingdemands of the business in the most cost effective and timely manner. Which of the following is NOT part of this responsibility?

A.Monitoring performance and throughput of individual IT components B.Tuning systems to make most effective use of IT resources C.Purchasing resources for the IT Infrastructure

D.Influencing customer behaviour to optimise the use of IT resources Answer: C

QUESTION 63 . Which of the following are NOT operational costs? A.Staff

B.Consultancy

D.Accommodation rental

C.A mainframe purchase Answer: C

QUESTION 64 . Which of the following statements is FALSE?

A.If the root cause and a temporary work-around have been identified for a problem it becomes a known error B.All known errors need to be resolved to user satisfaction

C.A known error can be kept open when a work-around is being used D.Incidentsare not the only source of known errors Answer: B

QUESTION 65 . The Requirements and Strategy phase of the Business Continuity Life-cycle comprises: A.Initial testing, Education and Awareness and Assurance B.Education and Awareness, Review and Audit

C.Organization and Implementation Planning and Risk Reduction Measures D.Business Impact Analysis, Risk Assessment and Business Continuity Strategy Answer: D

QUESTION 66 . Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services

2. IT Financial Management ensures that the IT department charges those who benefit from IT A.Only 1 Answer: A

QUESTION 67 . During the release planning stage you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment? A.Full Release Answer: B

QUESTION 68 . Typically the decision on what should be the lowest level of CI recorded is influenced mostly by: A.The reliability of the CIs

B.The level at which components will be independently changed

D.The availability of spares for CIs

B.Package Release

C.Emergency

D.Delta Release

B.Only 2

C.Neither

D.1 and 2

C.The suitability of the available software to hold the information Answer: B

QUESTION 69 . As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan? A.The Forward Schedule of Change, produced by Change Management

B.A Service Catalogue plus an understanding of the business criticality of each of the services C.A list of Services and Operational Level Agreements

D.A report produced by Incident Management detailing the incidents affecting IT Services over the last month Answer: B

QUESTION 70 . An overhead would normally be regarded as which of the following? A.A discounted charge Answer: C

QUESTION 71 . Consider the following activities:

B.The market price

C.An indirect cost

D.A direct cost

1. The analysis of raw data 2. The identification of trends

3. The definition of Service Management processes

4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool? A.All of them Answer: D

QUESTION 72 . The CMDB:

A.Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24 B.Is updated by Configuration Management staff at the end of each working day

C.Holds information that will be useful to the majority of IT Service Management processes

D.Must be verified for accuracy monthly with trend reports on errors distributed to management quarterly Answer: C

QUESTION 73 . Which of the following is NOT a valid method of tuning? A.Balancing disc traffic C.Installing a new server Answer: C

QUESTION 74 . For an organization implementing the ITIL IT Service Management processes which of the following statements is most accurate?

A.The full benefits will only be realized if all IT staff are fully qualified in IT Service Management.

B.The full benefits will only be realized if Incident & Problem Management processes are implemented first. C.The full benefits will only be realized if the business requirements are first ascertained and then the processes are implemented in an integrated way.

D.The full benefits will only be realized if regular reviews are undertaken with customers. Answer: C

QUESTION 75 . Which of the following would NOT be a performance measurement for the Service Level Management function?

A.Whatpercentage of services are covered by SLAs?

B.Making more efficient use of processing capacity D.Balancing workloads

B.2 and 3

C.None of them

D.1, 2 and 4

B.Are service review meetings held on time and correctly minute? C.Are customer perceptions of service improving? D.How many services are included within the CMDB? Answer: D

QUESTION 76 . Which of the following is NOT an element of Availability Management? A.Verification Answer: A

QUESTION 77 . Which of the following statements is TRUE? A.Physical copies of all CIs are stored in the DSL

B.Release Management is responsible for managing the organization's rights and obligations regarding software C.The DSL contains source code only

D.A change may only be developed from non-definitive versions of software in the case of an urgent release Answer: B

QUESTION 78 . Which of the following metrics would you most associate with the Service Desk? A.The number of high priority incidents occurring

B.The support team which resolves the greatest number of problems C.The number of problems solved in a day D.The mean time between failure Answer: A QUESTION 79 .

Potential benefits from managing IT Service Continuity are: 1. Lower insurance premiums

2. Fulfillment of mandatory or regulatory requirements

B.Security

C.Reliability

D.Maintainability

3. Reduced business disruption in the event of a disaster

4. Better management of risk and the consequent reduction of the impact of failure A.2 and 4 Answer: C

B.2, 3 and 4

C.All of them

D.1, 2 and 4

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