ITILV3试题-20101123

a) An Operations Lifecycle

b) An IT Management Lifecycle

c) A Service Lifecycle

d) An Infrastructure Lifecycle

2. Which aspect of Service Design is missing from the list below?

1. The design of services

2. The design of Service Management systems and tools

3. The design of technology architecture and management systems

4. The design of the processes required 5. ?

a) The design of Functions

b) The design of Service Level Agreements

c) The design of applications

d) The design of measurement systems, methods and metrics

3. Which of the following Roles is responsible for identifying opportunities for improvement?

1. Service Owner

2. Continual Service Improvement (CSI) Manager

3. Process Owner

a) 1 and 2 only

b) 1 and 3 only

c) All of the above

d) 2 and 3 only

4. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?

a) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

b) Service Strategy, Service Transition and Service Operation

c) Service Operation and Continual Service Improvement

d) Continual Service Improvement

5. Which of the following is the most appropriate approach to carrying out Service Operations?

a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure

b) Service Operations should maintain a balance between an internal IT view and an external business view

c) The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services

d) IT Operations does not take an internal or external view as they execute processes defined by Service Design

6. Which of the following statements about the Service Desk are CORRECT?

1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues

2. The Service Desk is always the owner of the Incident Management process

a) 2 only

b) 1 only

c) All of the above

d) None of the above

7. How does an organization use Resources and Capabilities in creating value?

a) They are used to create value in the form of output for production management

b) They are used to create value in the form of goods and services

c) They are used to create value to the IT organization for Service Support

d) They are used to create value to the IT organization for Service Delivery

8. In which core publication can you find detailed descriptions of the following?

1. Service Portfolio Management

2. Demand Management

3. Financial Management

a) Service Operations

b) Service Strategy

c) Service Transition

d) Continual Service Improvement

9. Which of the following statements BEST describes the role of Communication during Service Operation?

a) Communication is defined as part of all processes and is executed in Service Operation

b) Communication is a separate process that needs to be defined and executed with Service Operation

c) Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

d) Communication is more important in Service Operation than in any other stage of the Service Lifecycle

10. A Process owner is responsible for which of the following?

a) Purchasing tools to support the Process

b) Ensuring that targets specified in an SLA are met

c) Carrying out activities defined in the Process

d) Monitoring and improving the Process

11. Demand Management is primarily used to?

a) Increase customer value

b) Eliminate excess capacity needs

c) Increase the value of IT

d) Align business with IT cost

12. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?

a) Facilitates clear communication and workflow practice across all parties involved in the CSI program

b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing

c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI

d) Provides a clear focus for matching the CSI processes to financial planning

13. Which of the following are objectives of the Release and Deployment Management process?

1. To ensure there are clear release and deployment plans

2. To ensure that skills and knowledge are transferred to operations and support staff

3. To ensure there is minimal unpredicted impact on production services

4. To provide cost justifiable IT capacity that is matched to the needs of the business

a) 1, 2 and 3 only

b) All of the above

c) 1 and 3 only

d) 1, 3 and 4 only

14. Which of the following questions is NOT answered by Service Portfolio Management?

a) How should our resources and capabilities be allocated?

b) What opportunities are there in the market?

c) Why should a customer buy these services?

d) What are the pricing or chargeback models?

15. Which of the following statements are NOT included in Access Management?

1. Verifying the identity of users requesting access to services

2. Setting the rights or privileges of systems to allow access to authorized users

3. Defining security policies for system access

4. Monitoring the availability of systems that users should have access to

a) 3 and 4 only

b) 1 and 3 only

c) 2 and 3 only

d) 1 and 2 only

16. Application Management is NOT responsible for?

a) Documenting and maintaining the technical skills required to manage and support Applications

b) Managing applications through their lifecycle

c) Assisting in the decision to build or buy new software

d) Developing operational functionality required by the business

17. If something cannot be measured, it should not be documented within which of the following?

a) The Glossary of Terms

b) A Service Level Agreement

c) An Incident Management record

d) A Configuration Item (CI)

18. What is the purpose of the Request Fulfillment Process?

a) Dealing with Service Requests from the users

b) Making sure all requests within an IT Organization is fulfilled

c) Ensuring fulfillment of Change Requests

d) Making sure the Service Level Agreement is met

19. Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?

1. Data mining and workflow tools

2. Measurement and reporting systems

3. Release and Deployment technology

4. Process Design

a) 1, 2 and 3 only

b) 1, 3 and 4 only

c) 2, 3 and 4 only

d) All of the above

20. Which of the following statements is CORRECT about ‘good practice’?

a) It can be used to drive an organization forward

b) It is something that is in wide industry use

c) It is always documented in international standards

d) It is always based on ITIL

21. Consider the following statements:

1. A Process should be traceable to a specific trigger

2. A characteristic of the “Process” is that it is performance driven and able to be measured

Which of the above statements are CORRECT?

a) 1 only

b) All of the above

c) None of the above

d) 2 only

22. “Warranty of a service” means which of the following?

a) The service is fit for purpose

b) There will be no failures in applications and infrastructure associated with the service

c) All service-related problems are fixed free of charge for a certain period of time

d) Customers are assured of certain levels of availability, capacity, continuity and security

23. The objective of Service Asset and Configuration Management is most accurately described as?

a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to service levels

b) To manage service assets and CIs from an operational perspective

c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve

d) To define and control the components of services and infrastructure and maintain accurate configuration records

24. A Service Catalogue should contain which of the following?

a) The version information of all software

b) The organizational structure of the company

c) Asset information

d) Details of all operational services

25. Facilities Management refers to?

a) The Management of IT services that are viewed as “utilities”, such as printers or network access

b) The Management of an outsourcing contract

c) The Management of the physical IT environment, such as a Data Center

d) The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure

26. When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case?

a) Reduce technology investment by $5m due to more accurate capacity and performance modeling processes

b) Reduce support manpower demand by 30% due to automated incident and problem management processes

c) Improve employee morale and therefore create better relationships between IT and business units

d) Reduce Problem resolution by 50% and minimize critical system outages

27. Which of the following would NOT be stored in the Definitive Media Library (DML)?

a) Master copies of software

b) Backups of application data

c) Software licenses

d) Master copies of controlled documentation

28. The objective of the Change Management process is most accurately described as?

a) Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner

b) Ensuring that changes to IT infrastructure are managed efficiently and effectively

c) Ensuring that all changes have appropriate back-out plans in the event of failure

d) Protecting services by not allowing changes to be made

29. Functions are best described as?

a) Without their own body of knowledge

b) Closed loop systems

c) Self-Contained units of organizations

d) Focusing on transformation to a goal

30. What is the best definition of an Incident Model?

a) The template used to define the Incident logging form used to report Incidents

b) A type of Incident involving a standard (or model) type of Configuration Item (CI)

c) A set of pre-defined steps to be followed when dealing with a known type of Incident

d) An Incident that is easy to solve

31. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?

a) Insourcing relies on internal resources; outsourcing relies on external organization(s) resources

b) Insourcing relies on external organization(s) resources; outsourcing relies on internal resources

c) Insourcing relies on co-sourcing; outsourcing relies on partnerships

d) Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning

32. Why should monitoring and measuring be used when trying to improve services?

a) To validate, direct, justify and intervene

b) To validate, measure, monitor and change

c) To validate, plan, act and improve

d) To validate, assign resources, purchase technology and train people

33. A benefit of using Service Design tools is?

a) To help ensure that standards and conventions are followed

b) To help ensure that events are detected as quickly as possible

c) To help enable different applications to work together

d) To help implement architectures that support the business strategy

34. Which of the following is the CORRECT description of the Four P’s of Service Design?

a) A four step process for the design of effective Service Management

b) A definition of the people and products required for successful design

c) A set of questions that should be asked when reviewing design specifications

d) The four major areas that need to be considered in the design of effective Service Management

35. Consider the following statements:

1. Service Transition provides guidance on moving new and changed services into production

2. Service Transition provides guidance on testing

3. Service Transition provides guidance on the transfer of services to or from an external service provider

Which of the above statements is CORRECT?

a) 1 and 2 only

b) 1 only

c) All of the above

d) 1 and 3 only

36. Which is the first activity of the Continual Service Improvement (CSI) model?

a) Assess the current business situation

b) Understand high-level business requirements

c) Agree on priorities for improvement

d) Create and verify a plan

37. An Incident occurs when:

1. A user is unable to access a service during service hours

2. An authorized IT staff member is unable to access a service during service hours

3. A redundant network segment fails, and the user is not aware of any disruption to service

4. A user contacts the Service Desk about slow performance of an application

Which of the above statements is CORRECT?

a) All of the above

b) 1 and 4 only

c) 2 and 3 only

d) None of the above

38. Which process reviews Operational Level Agreements (OLAs) on a regular basis?

a) Supplier Management

b) Service Level Management

c) Service Portfolio Management

d) Contract Management

39. The 7 Step Improvement Process can most accurately be described as?

a) The Seven P’s of Continual Service Improvement (CSI)

b) A service improvement methodology based on the Deming Cycle

c) A set of roles and responsibilities for managing service improvements

d) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

40. The Information Security Policy should be available to which groups of people?

a) Senior business managers and all IT staff

b) Senior business managers, IT executives and the Security Manager

c) All customers, users and IT staff

d) Information Security Management staff only

Answers to ITIL V3 Sample Paper 2:

01. c. 02. d. 03. c 04. d. 05. b. 06. d. 07. b. 08. b. 09. c. 10. d.

11. b. 12. d. 13. a. 14. b. 15. a. 16. d. 17. b. 18. a. 19. a. 20. b.

21. b. 22. d. 23. d. 24. d. 25. c. 26. c. 27. b. 28. a. 29. c. 30. c

31. a. 32. a. 33. a. 34. d. 35. c. 36. b. 37. a. 38. b. 39. d. 40. c.

ITIL试题 1 of 40

Reliability is a part of which ITIL process?

Availability Management

Capacity Management

IT Service Continuity Management

Security Management.

2 of 40

What is the purpose of a Post Implementation Review (PIR) of an implemented Change?

to check whether the intended goal has been achieved

to be able to complete the Change

to be able to implement new Changes

to determine which problems are related to the Change

3 of 40

Which ITIL process is responsible for registering the relationships within the IT infrastructure?

Asset Management

Change Management

Configuration Management

Release Management

4 of 40

Which ITIL process includes drawing up a recovery plan?

IT Service Continuity Management

Problem Management

Capacity Management

Availability Management

5 of 40

What has a strong influence on IT services when an organization starts working according to ITIL best practices?

work is carried out on a project-based basis

there is a central Service Desk

the organization is more customer-oriented

work is carried out on a process-oriented basis

6 of 40

Which ITIL process is responsible for following and monitoring the status of open Service Calls?

Availability Management

Incident Management

Problem Management

Service Level Management

7 of 40

In order to resolve a service failure, a change must be made to the software.

Which ITIL process must grant approval for implementing this change?

Change Management

Configuration Management

Incident Management

Problem Management

8 of 40

Which ITIL process or function is responsible for reporting incidents to maintenance contractors?

Availability Management

Relations Management

Service Desk

Service Level Management

9 of 40

What is another name for a deviation to the standard operation of a service?

Functional Request

Incident

Problem

Service Request

10 of 40

Which activity within the Problem Management process is responsible for making Requests for Change (RFC)?

Problem Control

Error Control

Monitoring

Pro-active Problem Management

11 of 40

Which of the following is a benefit of using ITIL?

that the users can influence the IT organization providing the IT services

that the quality and the costs of the IT services can be controlled more efficiently

that the organization around the IT services can be set up faster

that it is finally possible to charge for IT services

12 of 40

When must a Post Implementation Review take place?

after every Change

at the request of the person who submitted the Change request

in case of emergency changes

if another incident of the same type occurs again after a Change has been made

13 of 40

Which ITIL process is responsible for implementing and maintaining access security?

Availability Management

Change Management

Release Management

Security Management

14 of 40

Which ITIL process is responsible for identifying errors in an application?

Incident Management

Change Management

Release Management

Problem Management

15 of 40

One of the activities of Capacity Management involves making evaluations and predictions regarding the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite hardware and the costs.

Which of the activities of Capacity Management is responsible for this?

Application Sizing

Capacity Planning

Modelling

Tuning

16 of 40

Which of the following ITIL processes checks whether changes in the IT infrastructure have been registered properly?

Asset Management

Configuration Management

Service Level Management

Release Management

17 of 40

One of the objectives of Problem Management is to minimize the impact of problems on IT services.

Which activity needs to be carried out by Problem Management in order to achieve this?

ensuring the availability of the IT infrastructure

giving second-line support when problems occur

maintaining relations with suppliers

managing Known Errors

18 of 40

Which of the following is an example of a Configuration Item (CI)?

Service Catalogue

serial number

location

supplier

19 of 40

Which ITIL process is responsible for ensuring that the correct release of a software package is distributed?

Change Management

Configuration Management

Application Management

Release Management

20 of 40

Which IT process or which IT department is responsible for supplying first-line support and assistance in daily use of IT services?

Availability Management

Incident Management

Service Desk

Service Level Management

21 of 40

Information is regularly exchanged between Problem Management and Change Management.

What information is this?

Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs)

RFCs resulting from Known Errors

RFCs from the users that Problem Management passes on to Change Management

RFCs from the Service Desk that Problem Management passes on to Change Management

22 of 40

One of the responsibilities of Release Management is to ensure that the original software is stored in a secure location.

What is the name of this location?

Capacity Database

Configuration Management Database

Definitive Software Library

Software Distribution Library

23 of 40

When the cause of one or more incidents is not known, additional resources are assigned to identify the cause.

Which ITIL process is responsible for this?

Capacity Management

Incident Management

Problem Management

Service Level Management

24 of 40

Within the context of the expansion of a Service Window, the existing systems must be made available for a longer period of time.

In which ITIL process are the relevant agreements made?

Availability Management

Capacity Management

Configuration Management

Service Level Management

25 of 40

The responsibilities of which ITIL process include recovering the service as quickly as possible?

Availability Management

IT Service Continuity Management

Incident management

Problem Management

26 of 40

Which document is used to describe service improvement proposals?

Capacity Plan

Service Level Agreement

Service Improvement Plan

Service Catalogue

27 of 40

Which ITIL process is responsible for setting up the cost allocation system?

Availability Management

Capacity Management

Financial Management for IT Services

Service Level Management

28 of 40

What is 'ITIL'?

a set of books that can be used for organising the IT service as a process

a method by which information systems have to be set up

a number of guidelines that have to be followed in order to enable the IT service to be certified in accordance with the ISO 9000 standards

a methodology whereby the incidents, as reported by the customer, are the main focus

29 of 40

Which applications does the Service Desk support?

all applications on a person's system

applications installed by Problem Management

applications approved by the Service Desk

applications officially installed under the responsibility of Change Management

30 of 40

An IT user's PC will not work. This is not the first time that the problem has occurred with this computer, as three months ago, the same problem occurred with this machine. The user calls the Service Desk.

What is this called?

an Incident

a Known Error

a Problem

a Request for Change (RFC)

31 of 40

When can the building, testing, and implementation of a change begin?

As soon as the impact analysis has been discussed by the members of the Change Advisory Board.

As soon as there is a correct network plan for the change.

As soon as the Request for Change has been formally authorized.

As soon as the Request for Change has been classified.

32 of 40

A user calls the Service Desk complaining that it is often impossible to print documents from a certain application, while this is not the case with other applications.

Which ITIL process is responsible for identifying the cause?

Availability Management

Change Management

Incident Management

Problem Management

33 of 40

Within which ITIL process is the concept Mean Time To Repair (MTTR) used?

Availability Management

Capacity Management

IT Service Continuity Management

Service Level Management

34 of 40

The Capacity Manager asks the user of an application whether a certain activity can be performed at night so that the CPU is not overloaded during the day.

What part of the Capacity Management process does this refer to?

Application Sizing

Modeling

Application Management

Demand Management

35 of 40

Which of the following activities includes determining the scope of a Configuration Management Database (CMDB)?

management

monitoring

planning

verification

36 of 40

Who requests changes using a Change Request for the purpose of changing services or acquiring other types of services?

the Change Manager

the customer/user

the Problem Manager

the Service Level Manager

37 of 40

Which ITIL process is responsible for analyzing risks and counter measures?

Capacity Management

IT Service Continuity Management

Service Desk

Problem Management

38 of 40

Which concept within the Security Management process can be described as follows: Safeguarding the accuracy and comprehensiveness of information and software?

exclusivity

integrity

confidentiality

availability

39 of 40

Which ITIL process is responsible for monitoring the performance of the network supplier?

Capacity Management

IT Service Continuity Management

Problem Management

Service Level Management

40 of 40

Which subject should be one of the standard items on the agenda of a meeting of the Change Advisory Board (CAB)?

reports from Service Level Management

the registration of Changes

ongoing or concluded Changes

the wishes of customers to implement Changes