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1、1. WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualServiceImprovement(CSI)?D.Technology,processandSerViCe(技术、流程和服务)Answer:D2. EventManagement,ProblemManagement,AccessManagementandRequestFulfilmentarepartofwhichstageoftheServiceLifecycle?C.ServiceOperation服务运营Answer:C3.
2、Reliabilityisameasureof:C.Howlongaserviceorcomponentcanperformitsfunctionwithoutfailing一个服务或者组件在不失败的情况下能用多久Answer:C4. AsingleReleaseunit,orastructuredsetofReleaseunitscanbedefinedwithin:B.AReleasePaCkage一个发布包Answer:B5. WhatisaRACImodelusedfor?D.Definingrolesandresponsibilities定义角色和责任Answer:D6. Whyar
3、epublicframeworks,suchasITIL,attractivewhencomparedtoproprietaryknowledge?A.ProprietaryKnowledgemaybedifficulttoadopt,replicateortransfersinceitisOftenUndoCUmented专有知识由于未文档化，很难采用、复制或调用Answer:A7. WhichofthefollowingisanobjectiveofReleaseandDeploymentManagement?D.Todefineandagreereleaseanddeploymentpl
4、answithcustomersandStakehOlderS和客户、利益相关者共同定义发布和部署计划Answer:D8. Inwhichdocumentwouldyouexpecttoseeanoverviewofactualserviceachievementsagainsttargets?在哪部文档，你想概观针对目标的实际服务成绩？D.SLAMonitoringChart(SLAM)服务级别协议监控表Answer:D9. WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?A.Asetofspecialized
5、organizationalcapabilitiesforprovidingvaluetocustomersintheformofSerViCeS以服务的形式为用户提供价值的一种专门的组织能力Answer:A10. ServiceManagementisasetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservices.Thesespecializedorganizationalcapabilitiesincludewhichofthefollowing?B.Functionsan
6、dPrOCeSSeS功能及流程Answer:B11. WhichofthefollowingisNOTacharacteristicofaprocess?D.AmethodofstructuringanOrganiZatiOn结构化组织的一种办法Answer:D12. WhichofthefollowingstatementsisCORRECTforeveryprocess?1. ItdeliversitsprimaryresultstoacustomerorStakehOlder它传递基本结果给用户和利益相关者2. Itdefinesactivitiesthatareexecutedbyas
7、inglefunctionB.1onlyAnswer:B13. WhichofthefollowingisNOTapurposeofServiceTransition?B.Toprovidetrainingandcertificationinprojectmanagement为项目管理提供培训和证书Answer:B14. WhatistheBESTdescriptionofthepurposeofServiceOperation?D.TodeliverandmanageITServicesatagreedlevelstobusinessusersandCUStomerS为商业用户和顾客提交和管
8、理商定好的IT服务级别Answer:D15. WhencanaKnownErrorrecordberaised?1. AtanytimeitwouldbeusefultodoSO在这样做有用的任何时候2. AfterthepermanentsolutionhasbeenimplementedB.1onlyAnswer:B16. WhatistheBESTdescriptionofanOperationalLevelAgreement(OLA)?A.AnagreementbetweentheserviceproviderandanotherpartofthesameOrgarIiZatiOrl服
9、务提供者和其他相同部门达成的协议Answer:A17. WhichofthefollowingistheCORRECTdefinitionofaReleaseUnit?D.TheportionofaserviceorITinfrastructurethatisnormallyreleasedtogether一起发布的服务或IT基础设施一个部分Answer:D18. TheBESTdescriptionofanIncidentis:B.Anunplannedinterruptiontoserviceorareductioninthequalityofservice一个意外的服务中断或服务降低在服
10、务质量中Answer:B19. WhichofthefollowingBESTdescribesaProblem?D.ThecauseofoneormoreIncidents导致事故的一个或多个原因Answer:D20. ImplementationofITILServiceManagementrequirespreparingandplanningtheeffectiveandefficientuseof:落实ITlL服务管理需要有效计划和管理：C.People,Process,Products,Partners人，流程，产品，伙伴Answer:C21. Whatwouldbethenext
11、stepintheContinualServiceImprovement(CSI)Modelafter:1. Whatisthevision?2. Wherearewenow?3. Wheredowewanttobe?4. Howdowegetthere?5. Didwegetthere?6. ?C.Howdowekeepthemomentumgoing?我们怎样保持这种势头？Answer:C22. OrderthefollowingContinualServiceImprovement(CSI)implementationstepsintothecorrectsequenceinalignm
12、entwiththePlan,Do,Check,Act(PDCA)model.1. AllocaterolesandresponsibilitiestoworkonCSIinitiatives2. MeasureandreviewthattheCSIplanisexecutedanditsobjectivesarebeingachieved3. Identifythescope,objectivesandrequirementsforCSI4. DecisiononimplementationoffurtherenhancementsA.3-1-2-4Answer:A23. Whichofth
13、efollowingactivitiesarecarriedoutintheWheredowewanttobe?stepoftheContinualServiceImprovement(CSI)Model?D.Definingmeasurabletargets定义可衡量的目标Answer:D24. WhichofthefollowingdoServiceMetricsmeasure?C.TheendtoendSerViCe最终服务的终点Answer:C25. Understandingcustomerusageofservicesandhowthisvariesovertimeispartof
14、whichprocess?D.DemandManagement需求管理Answer:D26. TheMAINobjectiveofServiceLevelManagementis:D.ToensurethatanagreedlevelofITserviceisprovidedforallcurrentITservices确保已经协商好的IT服务级别协议已经为所有当前IT服务提供Answer:D27. WhichprocessesreviewUnderpinningContractsonaregularbasis?A.SupplierManagementandServiceLevelManage
15、mentAnswer:A28. WhichofthefollowingstatementsabouttheServicePortfolioandServiceCatalogueistheMOSTCORRECT?C.TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformationaboutserviceswhicharelive,orbeingpreparedfordeployment服务文件夹包含所有服务；服务目录只有准备中的服务和当前的服务Answer:C29. Whichroleo
16、rfunctionisresponsibleformonitoringactivitiesandeventsintheITInfraStnJCtUre?哪个角色或流程是监控活动和事件在IT基础设施中？8. ITOperationsManagementIT运营管理Answer:B30. Considerthefollowinglist:1. ChangeAuthority2. ChangeManager3. ChangeAdvisoryBoard(CAB)WhataretheseBESTdescribedas?D.Roles,peopleorgroups角色、任务或团体Answer:D31. S
17、erviceTransitioncontainsdetaileddescriptionsofwhichprocesses?A.ChangeManagement,ServiceAssetandConfigurationManagement,ReleaseandDeploymentManagement变更管理，服务资产，配置管理，发布和部署管理Answer:A32. WhichofthefollowingstatementsisCORRECT?C.TheConfigurationManagementSystemispartoftheServiceKnowledgeManagementSyStem服
18、务知识管理系统(CMS是SKMS的一部分)Answer:C33. WhichofthefollowingareincludedwithinReleaseandDeploymentModels?一下哪些包含在发布部署模型中？1. Rolesandresponsibilities2. Templatereleaseanddeploymentschedules3. Supportingsystems,toolsandprocedures4. HandoveractivitiesandresponsibilitiesC.AlloftheaboveAnswer:C34. MajorIncidentsre
19、quire:A.SeparatePrOCedUreS独立流程Answer:A35. WhichofthefollowingstatementsaboutIncidentreportingandloggingisCORRECT?B.Incidentscanbereportedbyanyonewhodetectsadisruptionorpotentialdisruptiontonormalservice.ThisincludestechnicalStaff事故可以被任何人发现服务有裂痕。这包括技术人员Answer:B36. WhatistheBESTdescriptionofaMajorInci
20、dent?D.AnIncidentwhichhasahighpriorityorhighimpactonthebusiness对生产有高级别和高影响的事故Answer:D37. Whichofthefollowingstatementscorrectlystatestherelationshipbetweenurgency,priorityandimpact?D.PriorityshouldbebasedonimpactandUrgenCy优先级别应该以影响和紧急程度为基础Answer:D38. Hierarchicescalationisbestdescribedas?层次升级被描述为？A.
21、NotifyingmoreseniorlevelsofmanagementaboutanInCident通告高管理级别为一个事故Answer:A39. WhichofthefollowingisNOTanobjectiveofProblemManagement?D.Restoringnormalserviceoperationasquicklyaspossibleandminimizingadverseimpactonthebusiness尽快恢复正常服务运营并最小化生产影响Answer:D40. WhichofthefollowingBESTdescribesaServiceRequest?
22、A.ArequestfromaUserforinformation,adviceorforaStandardChange用户对信息，建议或者标准变更的一个需求Answer:A41. WhichofthefollowingisNOTavalidobjectiveofProblemManagement?C.TorestoreservicetoaUSer为用户恢复服务Answer:C1. WhichofthefollowingareServiceDeskorganizationalstructures?2. 1.ocalServiceDesk3. VirtualServiceDesk4. ITHel
23、pDesk5. FollowtheSunA.1,2and4onlyAnswer:A43. WhichFunctionsareincludedinITOperationsManagement?C.ITOperationsControlandFacilitiesManagementn运营控制和工具管理Answer:C44. WhichofthefollowingCANNOTbeprovidedbyatool?C.WiSdOm智慧Answer:C45. WhichofthefollowingareaswouldtechnologyhelptosupportduringtheServiceUfeCye
24、Ie?哪些是技术性帮助在服务生命周期？1. Dataminingandworkflow2. Measurementandreporting3. Releaseanddeployment4. ProcessDesignD.AlloftheaboveAnswer:D46. WithinServiceDesign,whatisthekeyoutputhandedovertoServiceTransition?在服务设计中，输出到服务转换的关键是？B.ServiceDesignPaCkage服务设计包Answer:B47. WhatarethethreeServiceProviderbusinessm
25、odels?服务提供者的三种形式是？D.InternalServiceprovider,ExternalServiceprovider,SharedServiceProvider内部提供者，外部提供者和共享提供者Answer:D48. WhatistheServicePipeline?A.AllservicesthatareataconceptualordevelopmentStage所有服务在概念性或部署阶段Answer:A49. WhatarethekeyprocesseswithinServiceOPeratiOr?服务运营的关键是？A.EventManagement,IncidentM
26、anagement,ProblemManagement,RequestFulfilmentandAccessManagement事件管理，事故管理，问题管理，需求完成和通道管理Answer:A50. WhichofthefollowingBESTdescribesPartnersinthephrasePeople,Processes,PrOdlJCtSandPartners?哪项最好描述了人，流程。产品，伙伴中的伙伴？A.Suppliers,manufacturersandVendOrS供应商，制造商和卖主Answer:A51. AtwhichstageoftheServiceLifecycl
27、eshouldtheprocessesneededtooperateanewservicebedefined?在服务生命周期那一个流程需要操作新的服务被定义？A.ServiceDesign:DesignthePrOCeSSeS服务设计：设计流程Answer:A52. WhichServiceDesignprocessmakesthemostuseofdatasuppliedbyDemandManagement?哪个服务设计流程最大利用数据by需求管理D.(OpacityManagement能力管理Answer:D53. WhichofthefollowingareobjectivesofSer
28、viceLevelManagement?服务级别管理的目标是？1: Defining,documentingandagreeingthelevelofITServicestobeprovided2: Monitoring,measuringandreportingtheactuallevelofservicesprovided3: Monitoringandimprovingcustomersatisfaction4: IdentifyingpossiblefuturemarketsthattheServiceProvidercouldoperateinA.1,2and3onlyAnswer:
29、A54. Whichprocessisresponsiblefordiscussingreportswithcustomersshowingwhetherserviceshavemettheirtargets?哪个流程负责讨论报告关于客户的目标是否满意服务？C.ServiceLevelManagemeiIt服务级别管理Answer:C55. AvailabilityManagementisdirectlyresponsiblefortheavailabilityofwhichofthefollowing?可用性管理是为了哪个？A.ITServicesandComponentsIT服务和组件An
30、swer:A56. WhichofthefollowingdoestheAvailabilityManagementprocessinclude?可用性管理流程包含哪些？1. Ensuringservicesareabletomeetavailabilitytargets2. Monitoringandreportingactualavailability3. Improvementactivities,toensurethatservicescontinuetomeetorexceedtheiravailabilitygoalsB.AlloftheaboveAnswer:B57. Which
31、processisresponsibleformanagingrelationshipswithVendors?哪个负责管理与卖家的关系？C.SupplierManagemem供应商管理Answer:C58. WhereshouldperformanceinformationthatsupportstheCapacityManagementprocessbeStored?能力管理流程应该储存在哪里？D.Aspacitymanagementinformationsystem(CMlS)能力管理信息系统Answer:D59. WhichprocesscontainstheBusiness,Serv
32、iceandComponentsub-processes?哪个流程包含生产，服务和组件子流程？A.CapacityManagement能力管理Answer:A60. ITServiceContinuitystrategyshouldbebasedon:1. Designoftheservicemetrics2. Businesscontinuitystrategy3. BusinessImpactAnalysis4. RiskassessmentC.2,3and4onlyAnswer:C61. Whichoftheseshouldachangemodelinclude?1. Thestepst
33、hatshouldbetakentohandlethechange2. Responsibilities;whoshoulddowhat,includingescalation3. Timescalesandthresholdsforcompletionoftheactions4. ComplaintsproceduresA.1,2and3onlyAnswer:A62. WhichofthefollowingBESTdescribesaChangeAuthority?C.Arole,personoragroupofpeoplethatprovidesformalauthorisationfor
34、aparticulartypeofchange.Answer:C63. ThegroupthatreviewsChangesthatmustbeinstalledfasterthanthenormalChangeprocessiscalledthe:B.EmergencyChangeAdvisoryBoard(ECAB)Answer:B64. Whichofthesewouldfalloutsidethescopeofatypicalservicechangemanagementprocess?D.AchangetoabusinessprocessAnswer:D65. Whichofthef
35、ollowingstatementsBESTdescribestheaimsofReleaseandDeploymentManagement?A.Tobuild,testanddeliverthecapabilitytoprovidetheservicesspecifiedbyServiceDesignAnswer:A1. WhichoftheseactivitieswouldyouexpecttobeperformedbyaServiceDesk?2. 1.oggingdetailsofIncidentsandServiceRequests3. Providingfirst-lineinve
36、stigationanddiagnosis4. Restoringservice5. Diagnosingtheroot-causeofProblemsB.1,2and3onlyAnswer:B67. Whichofthefollowingfunctionswouldberesponsibleformanagementofadatacentre?D.FacilitiesManagementAnswer:D68. WhichofthefollowingisaPRIMARYconcernofITGovernance?B.Ensuringthatprocessesandproceduresareco
37、rrectlyfollowedAnswer:B69. WhichofthefollowingistheBESTdefinitionofaRisk?D.SomethingthatmighthappenAnswer:D70. AServiceLevelAgreement(SLA)is:D.AnagreementbetweentheServiceProviderandtheircustomerAnswer:D71. Whatareunderpinningcontractsusedtodocument?B.TheprovisionofgoodsandservicesbySuppliersAnswer:
38、B72. TheDefinitiveMediaLibraryandDefinitiveSparesaretheresponsibilityof:D.ServiceAssetandConfigurationManagementAnswer:D73. Whichprocessisresponsiblefordealingwithcomplaints,comments,andgeneralenquiriesfromusers?C.RequestFulfilmentAnswer:C74. WhatareRequestModelsusedfor?D.Defininghowfrequentlyreceiv
39、eduserrequestsshouldbehandledAnswer:D75. WhatistheobjectiveofAccessManagement?D.TomanagetherighttouseaserviceorgroupofservicesAnswer:D76. Aconfigurationmodelcanbeusedtohelp1. Assesstheimpactandcauseofincidentsandproblems2. Assesstheimpactofproposedchanges3. Plananddesignneworchangedservices4. Plante
40、chnologyrefreshandsoftwareupgradesB.AlloftheaboveAnswer:B77. WhichoftheseistheBESTdescriptionofareleaseunit?A.TheportionofaserviceorITinfrastructurethatisnormallyreleasedtogetherAnswer:A78. WhichprocessisresponsibleformonitoringanITServiceanddetectingwhentheperformancedropsbelowacceptablelimits?B.Ev
41、entManagementAnswer:B79. WhichofthefollowingcanincludestepsthatwillhelptoresolveanIncident?1. IncidentModel2. KnownErrorRecordC.BothoftheaboveAnswer:C80. Whichprocessisresponsibleforlowrisk,frequentlyoccurring,lowcostchanges?D.RequestFulfilmentAnswer:D81. WhoisresponsiblefordefiningKeyPerformanceInd
42、icators(KPIs)forChangeManagement?A.TheChangeManagementProcessOwnerAnswer:A82. WhoisresponsibleforensuringthattheRequestFulfilmentprocessisbeingperformedaccordingtotheagreedanddocumentedprocess?B.TheProcessOwnerAnswer:B83. AccessManagementiscloselyrelatedtowhichotherprocess?C.InformationSecurityManag
43、ementAnswer:C84. WhichofthefollowingisNOToneofthefiveindividualaspectsofServiceDesign?C.ThedesignofMarketSpacesAnswer:C85. WhichofthefollowingactivitiesisNOTapartoftheDemingCycle?D.CoordinateAnswer:D86. AProcessOwnerisresponsibleforwhichofthefollowing?1. Documentingtheprocess2. DefiningprocessKeyPer
44、formanceIndicators(KPIs)3. Improvingtheprocess4. PerformingallactivitiesinvolvedinaprocessC.1,2and3onlyAnswer:C87. WhichofthefollowingstatementsabouttheServiceOwnerisINCORRECT?A.Isresponsiblefortheday-to-daymonitoringandoperationoftheservicetheyownAnswer:A88. AProcessOwnerhasbeenidentifiedwithanIina
45、RACImatrix.Whichofthefollowingwouldbeexpectedofthem?C.BekeptuptodateontheprogressofanactivityAnswer:C89. Whichofthefollowingmodelswouldbemostusefulinhelpingtodefineanorganizationalstructure?A.RACIModelAnswer:A90. WhichofthefollowingisNOTtheresponsibilityofServiceCatalogueManagement?B.Ensuringthatinf
46、ormationwithintheServicePipelineisaccurateAnswer:B91. WhichprocesswouldyouMOSTexpecttobeinvolvedinthemanagementofUnderpinningContracts?C.SupplierManagementAnswer:C92. WhichofthefollowingarevalidpartsoftheServicePortfolio?1. ServicePipeline2. ServiceKnowledgeManagementSystem(SKMS)3. ServiceCatalogueC
47、. 1and3onlyAnswer:C93. WhichofthefollowingprovidestheprimaryguidanceonwhatprotectionInformationSecurityManagementshouldprovideforeachasset?C.TheBusinessAnswer:C94. Whichprocesswillperformriskanalysisandreviewofallsuppliersandcontractsonaregularbasis?D.TheSupplierManagementAnswer:D95. Whatdoesaservicealwaysdelivertocustomers?C.ValueAnswer:C96. Whoownsthespecificcostsandrisksassociatedwithprovidingaservice?A.TheServiceProviderAnswer:A97. WhichstageoftheServiceLifecycleisMOSTco
