itil foundation v3考试题库.docVIP

EX0-101 ITIL Foundation v.3 Exam A QUESTION 1 What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)? A. Return On Investment (ROI), Value On Investment (VOI), quality B. Strategic, tactical and operational C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities D. Technology, process and service Answer: D QUESTION 2 Which of the following is NOT a valid objective of Problem Management? A. To prevent Problems and their resultant Incidents B. To manage Problems throughout their lifecycle C. To restore service to a user D. To eliminate recurring Incidents Answer: C QUESTION 3 Availability Management is responsible for availability of the: A. Services and Components B. Services and Business Processes C. Components and Business Processes D. Services, Components and Business Processes Answer: A QUESTION 4 Contracts are used to define: A. The provision of IT services or business services by a Service Provider B. The provision of goods and services by Suppliers C. Service Levels that have been agreed between the Service Provider and their Customer D. Metrics and Critical Success Factors (CSFs) in an external agreement Answer: B QUESTION 5 Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always call the Service Desk for service requests B. Web front-end C. Menu-driven range of self help and service requests D. A direct interface into the back-end process-handling software Answer: A QUESTION 6 Who owns the specific costs and risks associated with providing a service? A. The Service Provider B. The Service Level Manager C. The Customer D. The Finance department Answer: A QUESTION 7 Which of the following are types of communication you could expect the functions within Service Operation to perform? 1. Communication between Data Centre shifts 2. Communication related to changes 3. Performance reporting 4. Routine operationa