itil_foundation_v3考试题库完整.doc

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1、........EX0-101ITILFoundationv.3ExamAQUESTION1WhatarethethreetypesofmetricsthatanorganizationshouldcollecttosupportContinualServiceImprovement(CSI)?A.ReturnOnInvestment(ROI),ValueOnInvestment(VOI),qualityB.Strategic,tacticalandoperationalC.CriticalSuccessFactors(CSFs),KeyPerformanceIndic

2、ators(KPIs),activitiesD.Technology,processandserviceAnswer:DQUESTION2WhichofthefollowingisNOTavalidobjectiveofProblemManagement?A.TopreventProblemsandtheirresultantIncidentsB.TomanageProblemsthroughouttheirlifecycleC.TorestoreservicetoauserD.ToeliminaterecurringIncidentsAnswer:CQUESTION3

3、AvailabilityManagementisresponsibleforavailabilityofthe:A.ServicesandComponentsB.ServicesandBusinessProcessesC.ComponentsandBusinessProcessesD.Services,ComponentsandBusinessProcessesAnswer:AQUESTION4Contractsareusedtodefine:A.TheprovisionofITservicesorbusinessservicesbyaServiceProviderB.

4、TheprovisionofgoodsandservicesbySuppliersC.ServiceLevelsthathavebeenagreedbetweentheServiceProviderandtheirCustomerD.MetricsandCriticalSuccessFactors(CSFs)inanexternalagreement.学习参考.........Answer:BQUESTION5WhichofthefollowingisNOTanexampleofSelf-Helpcapabilities?A.Requirementtoalwayscal

5、ltheServiceDeskforservicerequestsB.Webfront-endC.Menu-drivenrangeofselfhelpandservicerequestsD.Adirectinterfaceintotheback-endprocess-handlingsoftwareAnswer:AQUESTION6Whoownsthespecificcostsandrisksassociatedwithprovidingaservice?A.TheServiceProviderB.TheServiceLevelManagerC.TheCustomerD

6、.TheFinancedepartmentAnswer:AQUESTION7WhichofthefollowingaretypesofcommunicationyoucouldexpectthefunctionswithinServiceOperationtoperform?1.CommunicationbetweenDataCentreshifts2.Communicationrelatedtochanges3.Performancereporting4.RoutineoperationalcommunicationA.1onlyB.2and3onlyC.1,2and

7、4onlyD.AlloftheaboveAnswer:DQUESTION8HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?.学习参考.........A.AsmanyasnecessarytocompletetheactivityB.Onlyone-theprocessownerC.Two-theprocessownerandtheprocessenactorD.Onlyone-theprocessarchitectAnswer:BQUESTION9Wh