ITIL_V3认证题库.doc

Title : ITIL Foundation Certificate in IT ServiceManagement (v3)QUESTION 3Which ITIL process or which ITIL department has responsibilities that includedistributing information to users?A. Change managementB. Service deskC. Customer relationship managementD. Incident ManagementAnswer: BQUESTION 6In Certkiller .com, the purchasing department has relocated internally, not just the people,but also their IT resources. A service Desk employee has been commissioned to relocate this department's workstations. In which ITIL process is this employee now playing a role?A. Configuration ManagementB. Incident ManagementC. Change ManagementD. Problem ManagementAnswer: CQUESTION 8Which data, for a new configuration item (CI), is recorded in the configurationmanagement database (CMDB)?A. The relationship to other configuration itemsB. The request for change number for the configuration itemC. Repairs to the configuration itemD. The impact of the configuration itemAnswer: AQUESTION 10Which ITIL process provides change proposals in order to eliminate structural errors?A. Availability managementB. Problem ManagementC. IT service continuity managementD. Security ManagementAnswer: BQUESTION 13Which ITIL process responsible for annually allocating the costs of underpinningcontracts?A. Capacity ManagementB. Availability ManagementC. Financial Management for IT servicesD. Service Level ManagementAnswer: CQUESTION 14How does Problem Management contribute to a higher solution percentage of first-linesupport?A. By preventing incidentsB. By analyzing open incidentsC. By evaluating incidents with the customerD. By making a knowledge database availableAnswer: DQUESTION 17When an organization decides to control the flow of incidents information within the IT organization, which ITIL process would it be putting in place?A. Change managementB. Availability managementC. Incident ManagementD. Problem ManagementAnswer: CQUESTION 19A powerful failure has knocked out the entire IT infrastructure. Fortunately, there is an ITSC Plan available. When should power failure be considered a disaster to enact the ITSC Plan?A. Immediately, as the IT service can no longer be usedB. When the time within which the failure should be solved, has exceeded.C. When the continuity Manager expects the failure to last longer than the maximumperiod of time mentioned in the service Level agreementD. When the incident Manager thinks this is necessaryAnswer: CQUESTION 20CORRECT TEXTWhich of the following statements about the service catalogue is correct?A. It describes only those services that are also included in the Service Level Agreement(SLA)B. It describes all services that can be supplied by the IT management organizationC. It is necessary in order to draw up an SLAD. It can be used instead of an SLAAnswer: BQUESTION 22Which subject should be one of the standard items on the agenda of a meeting of theChange Advisor Board (CAB)?A. The whishes of customers to implement changesB. Ongoing or concluded changesC. Reports from Service Level ManagementD. The registration of changesAnswer: BQUESTION 23QUESTION 24What is the basis of the ITIL approach to Service Management?A. Interrelated activitiesB. OfficalsC. DepartmentsD. IT resourcesAnswer: AQUESTION 28Certkiller .com calls the service Desk and Reports that the system is slow. He askswhether he can be given another PC like this colleague's, which is much faster. Which term is applicable to this situation?A. ProblemB. Request For ChangeC. IncidentD. ClassificationAnswer: CQUESTION 29Which status is a problem assigned once its cause has been identified?A. Request for Change (RFC)B. Known ErrorC. Work-aroundD. incidentAnswer: BQUESTION 32Which of the following questions can not be answered directly from the ConfigurationManagement Database (CMDB)?A. Which Requests for change have been submitted for a specific server?B. What incidents or problems have there been for this PC?C. Which Configuration items does a specific service consist of?D. Which members of staff of department x have moved to department Y?Answer: DQUESTION 33Where are the statuses of changes recorded?A. In the known error databaseB. In the change databaseC. In the configuration management database (CMDB)D. In the definitive software library (DSL)Answer: CQUESTION 34Which ITIL process is responsible for setting up the cost allocation system?A. Availability ManagementB. Financial Management for IT ServicesC. Capacity ManagementD. Service Level ManagementAnswer: BQUESTION 38Software is checked for viruses before it goes into the Definite Software Library (DSL).What ITIL process is responsible for ensuring that only virus-free software is put into the DSL?A. Release ManagementB. Capacity ManagementC。