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1、ITILV3SamplePaper11.WhichofthefollowingisNOTastepintheContinualServiceImprovement(CSI)model?a)Whatisthevision?b)Didwegetthere?c)Istherebudget?d)Wherearewenow?2.WhatistheRACImodelusedfor?a)Documentingtherolesandrelationshipsofstakeholdersinaprocessoractivit
2、yb)Definingrequirementsforanewserviceorprocessc)Analyzingthebusinessimpactofanincidentd)CreatingabalancedscorecardshowingtheoverallstatusofServiceManagement3.Whatisthemainreasonforestablishingabaseline?a)Tostandardizeoperationb)Forknowingthecostofservicesp
3、rovidedc)Forrolesandresponsibilitytobecleard)Forlatercomparison4.WhichofthefollowingisNOTanobjectiveofServiceOperation?a)Throughtesting,toensurethatservicesaredesignedtomeetbusinessneedsb)TodeliverandsupportITservicesc)Tomanagethetechnologyusedtodeliverser
4、vicesd)Tomonitortheperformanceoftechnologyandprocesses5.WhichofthefollowingstatementsisCORRECTaboutpatternsofdemandgeneratedbythecustomer’sbusiness?a)Theyaredrivenbypatternsofbusinessactivityb)Itisimpossibletopredicthowtheybehavec)Itisimpossibletoinfluence
5、demandpatternsd)Theyaredrivenbythedeliveryschedulegeneratedbycapacitymanagement6.WhichofthefollowingisNOToneoftheITILcorepublications?a)ServiceOptimizationb)ServiceTransitionc)ServiceDesignd)ServiceStrategy7.WhichofthefollowingstatementsisCORRECT?1.Onlyone
6、personcanberesponsibleforanactivity2.Onlyonepersoncanbeaccountableforanactivitya)Alloftheaboveb)1onlyc)2onlyd)Noneoftheabove8.Whichisthecorrectsequenceofeventsintheselectionofatechnologytool?a)SelectProduct,Requirements,SelectionCriteria,EvaluateProductb)S
7、electionCriteria,Requirements,EvaluateProduct,SelectProductc)Requirements,SelectionCriteria,SelectProduct,EvaluateProductd)Requirements,SelectionCriteria,EvaluateProduct,SelectProduct9.WhichofthefollowingarethethreemaintypesofmetricsasdefinedinContinualSer
8、viceImprovement(CSI)?1.ProcessMetrics2.SupplierMetrics3.ServiceMetrics4.TechnologyMetrics5.BusinessMetricsa)1,2and3b)2,4and5c)1,3and4d)1,2and410.ThepriorityofanIncidentrefersto?a)TherelativeimportanceoftheInc
