-
1
．
how does
Availability Management contribute to solving
disruptions?
A.
by
determining
whether
the
impact
on
the
business
processes
is
a
guiding
principle when solving disruptions
B.
by
continuously
information
the
user
organization
about
the
current
status
of
disruptions
C.
by tracing errors that caused the
disruption
D.
by
resolving
disruptions
as
quickly
as
possible
in
order
to
limit
the
level
of
non-
availability
2
．
changes are
divided into categories.
A.
what criterion defines a category for a
change?
B.
the
consequences of the change such as limited,
substantial , significant , etc.
C.
the speed with
which the change is made
D.
the Request for Change number that the
change is assigned
3.
Company X wants to know the following : How many
Windows 2000 licenses do
we have?
which ITIL process will
answer this question?
A.
Capacity Management
B.
Configuration
Management
C.
Incident Management
D.
Release
Management
4. a process is
a logically coherent series of activities for a
pre-defined goal.
what is the process
owner responsible for?
A.
setting up the process
B.
implementing
the process
C.
describing the process
D.
the result of
the process
5.
which
of
the
following
parties
involved
in
an
incident
determines
whether
that
incident can be closed?
A.
purchaser of
the services
B.
user
C.
employee of the Service Desk
D.
Service
Manager
6.
In
the
Change
Management
process,
which
role
is
ultimately
responsible
for
the
entire
process?
A.
Change Advisory Board
B.
Change
Coordinator
C.
Change Manager
D.
IT Manager
7.
which of the following is a department rather than
a process?
A.
Change Management
B.
Incident
Management
C.
Problem Management
D.
Service Desk
8. Reports of different
types arrive at A Service Desk?
which
of the following reports is an incident?
A.
information
about the departure time of the train to London
B.
a question
about where the manual is
C.
a report that the printer is not
working
D.
a request for the installation of a new
bookkeeping package
9. what
is the primary task of Error Control?
A.
checking
problems and incidents
B.
classifying and defining the priorities
of problems
C.
correcting Known Errors
D.
providing
information to the users
10. the Deming quality circle is a
model for control based on quality.
which step in this model must be taken
first?
A.
adjustment
B.
measurement
C.
planning
D.
implementation
11. who decides the category of a
change?
A.
the
Change Manager
B.
the customer
C.
the Problem Manager
D.
the Service
Desk
12. security
Management includes a number of sub-processes
A.
which
activity
of
Security
Management
leads
to
a
security
sub-clause
in
the
Service
Level Agreement (SLA)
B.
Implement
C.
Maintenance
D.
Plan
E.
Control
13.
Problem Management has researched a number of
incident and has come to the
conclusion
that they all following the same pattern. All PCs
freeze during a spelling
check in a
certain word processor when the documents
concerned are larger than 15.
pages
.Inquiries to the supplier of the software have
determined that the cause of the
problem is a bug in the software. The
next version of the software, due to be released
next year, will correct the problem.
The means that the problem can only be solved at
this moment by buying completely new
software.
what
should
Problem
Management
do
after
the
error
has
been
acknowledge
and
registered as a Known-Error in the
Known-Error database?
A.
a Request for change must be submitted
to Change Management
B.
Release
Management must remove all distributed versions of
the word-processing
software from the
IT infrastructure
C.
the Service Desk must ask all users
which replacement software they would like
to use
D.
the word processing software must be
replaced by another package
14. 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?
A.
Application
Sizing
B.
Modeling
C.
Application Management
D.
Demand
Management
15. Which data
,for a new Configuration Item (CI) , is recorded
in the Configuration
Management
Database (CMDB)?
A.
the impact of the Configuration Item
B.
the
relationship to other Configuration Items
C.
the Request
for Change number for the Configuration Item
D.
repairs to the
Configuration Item
16.
One
of
the
objectives
of
Problem
Management
is
to
minimize
the
impact
of
problem on IT service.
Which
activity needs to be carried out by Problem
Management in order to achieve
this?
A.
ensuring the
availability of the IT infrastructure
B.
giving second-
line support when problem occur
C.
maintaining
relations with suppliers
D.
managing Known Errors
17.
what
does
the
term
‘
detail
level
’
means
in
the
context
of
the
Configuration
Management
Database (CMDB)?
A.
the relationship between the different
Configuration Items
B.
the depth of the database structure
C.
the quantity
of stored Configuration Items
D.
the location
of the Configuration Item
18.
Release
Management
has
distributed
a
defective
Release.
As
a
result,
monthly
-
-
-
-
-
-
-
-
-
上一篇：apache负载均衡
下一篇：软件开发管理平台技术方案模板