ITIL题库

WhichprocessorfunctionisresponsibleformonitoringactivitiesandeventsintheITinfrastructure在IT基础架构中下列哪个进程或职能是负责监控活动和事件的A.Servicelevelmanagement服务级别管理B.IToperationsmanagementIT运营管理C.Capacitymanagement能力管理D.Incidentmanagement事故管理Answer：B4、Atwhichstageoftheservicelifecycleshouldtheprocessesnecessarytooperateanewservicebedefined在服务生命周期中的哪个阶段来定义执行新服务的必要流程A.Servicedesign:Designtheprocesses服务：设计流程B.Servicestrategy:Developtheofferings服务策略：开发产品C.Servicetransition:Planandpreparefordeployment服务转型：计划和准备部署D.Serviceoperation:IToperationsmanagement服务执行：IT运维管理Answer：A5Whyarepublicframeworks,suchasITIL,attractivewhencomparedtoproprietaryknowledge与专有知识相比，为什么公共框架较有吸引力，如ITILA.Proprietaryknowledgemaybedifficulttoadopt,replicateortransfersinceitisoftenundocumented专有知识可能很难采用，复制或转移，因为它往往是无证B.Publicframeworksarealwayscheapertoadopt采用公共框架总是更便宜C.Publicframeworksareprescriptiveandtellyouexactlywhattodo公共框架是指令性的，并准确地告诉你该怎么做D.Proprietaryknowledgehasbeentestedinawiderangeofenvironments专有知识已在各种环境中进行了测试Answer：A6、Whichofthefollowingisanobjectiveofbusinessrelationshipmanagement下列哪项是企业关系管理的目的identifypatternsofbusinessactivity确定业务活动的模式B.Toensurehighlevelsofcustomersatisfaction为保证高水平的客户满意度C.Tosecurefundingtomanagetheprovisionofservices保障服务管理资金D.ToensurestrategicplansforITservicesexist为现有IT服务确保战略规划Answer：B7、ThedesignofITservicesrequirestheeffectiveandefficientuseof"thefourPs".WhatarethesefourPsIT服务的设计要求有效地利用“四个P”。什么是“四个P”A.People,process,partners,performance人，流程，合作伙伴，表现B.Performance,process,products,plans表现，流程，产品，计划C.People,process,products,partners人，流程，产品，合作伙伴D.People,products,plans,partners人，产品，计划，合作伙伴Answer：C8、WhichofthefollowingBESTdescribesservicestrategiesvaluetothebusiness以下哪项最能形容的业务服务战略价值A.Allowshighervolumesofsuccessfulchange允许更多的成功变革B.Reductioninunplannedcoststhroughoptimizedhandlingofserviceoutages通过服务中断的优化处理减少意外成本C.Reductioninthedurationandfrequencyofserviceoutages减少服务中断的持续时间和频率D.Enablingtheserviceprovidertohaveaclearunderstandingofwhatlevelsofservicewillmaketheircustomerssuccessful促进服务供应商充分理解什么级别的服务水平能使客户满意。Answer：D9WhichtwoprocesseswillcontributeMOSTtoenablingeffectiveproblemdetection哪两个流程最有助于实现有效地检测问题A.Incidentandfinancialmanagement事故和财务管理B.Changeandreleaseanddeploymentmanagement变更、发布和部署管理C.Incidentandeventmanagement事故和事件管理D.Knowledgeandservicelevelmanagement知识和服务级别管理Answer：C10．Whichofthefollowingwouldbeusedtocommunicateahighleveldescriptionofamajorchangethatinvolvedsignificantcostandrisktotheorganization对于一个机构，重大变更涉及巨额成本和高风险，下列哪一项被用来传达高级别变更的说明A.Changeproposal变更提案B.Changepolicy变更政策C.Servicerequest服务要求D.Riskregister风险登记Answer：A11、Whichofthefollowingshouldbedocumentedinanincidentmodel以下哪一项应记录在一个事件模型中1.Detailsoftheservicelevelagreement(SLA)pertainingtotheincident与服务水平协议细节（SLA）有关的事件2.Chronologicalorderofstepstoresolvetheincident解决的事件的先后步骤A.1only仅1B.2only仅2C.Bothoftheabove1和2D.Neitheroftheabove都不对Answer：B12Whyisitimportantforserviceproviderstounderstandpatternsofbusinessactivity(PBA)为什么服务提供商了解业务活动（PBA）的模式很重要arebasedonorganizationalrolesandresponsibilitiesPBA是基于组织角色和职责的B.ITserviceprovidersCANNOTschedulechangesuntiltheyunderstandPBAIT服务供应商明白PBA才能安排的变更C.DemandfortheservicesdeliveredbyserviceprovidersaredirectlyinfluencedbyPBA服务有供应商提供，PBA直接影响服务需求D.UnderstandingPBAistheonlywaytoenableaccurateservicelevelreporting了解PBA是以实现服务水平报告精确化的唯一的途径Answer：C13、WhichoneofthefollowingwouldNOTbedefinedaspartofeveryprocess下列哪一个不会被定义为进程的共有部分A.Roles角色B.Inputsandoutputs输入和输出C.Functions职能D.Metrics指标Answer：C14、Whichprocessisresponsibleforrecordingthecurrentdetails,status,interfacesanddependenciesofallservicesthatarebeingrunorbeingpreparedtorunintheliveenvironment对于正在运行或正准备在现场环境中运行的服务，下列哪个进程负责记录当前服务的详细信息，状态，接口和所有的依存关系A.Servicelevelmanagement服务级别管理B.Servicecataloguemanagement服务目录管理C.Demandmanagement需求管理D.Servicetransition服务转型Answer：B15Aprocessownerhasbeenidentifiedwithan“I”inaRACImatrix.Whichoneofthefollowingwouldbeexpectedofthem在RACI中，进程所有者被定义为“I”，下列哪一个是“I”A.Beaccountablefortheoutcomeofanactivity为活动的结果承担责任B.Performanactivity执行活动C.Bekeptup-to-dateontheprogressofanactivity了最活动的最新进展D.Manageanactivity管理活动Answer：C16Whichofthefollowingareobjectivesofservicelevelmanagement服务级别管理的目标是1：Defining,documentingandagreeingthelevelofFTservicestobeprovided定义，记录和商定所提供服务的FT水平2：Monitoring,measuringandreportingtheactuallevelofservicesprovided监控，测量和报告所提供服务的实际水平3：Monitoringandimprovingcustomersatisfaction监测和提高客户满意度4：Identifyingpossiblefuturemarketsthattheserviceprovidercouldoperatein确定可能出现的服务提供商可以运营的未来市场；A.1,2and3only1，2和3B.1and2only仅1和2C.1,2and4only1，2和4D.Alloftheabove以上皆是Answer：A17Whichoneofthefollowingdotechnologymetricsmeasure下列哪项是技术测量指标A.Components组件B.Processes进程C.Theend-to-endservice终端-到-终端服务D.Customersatisfaction客户满意度Answer：A18Whichprocessincludesbusiness,serviceandcomponentsub-processes哪个进程包括业务，服务和组件子进程A.Capacitymanagement能力管理B.Incidentmanagement事件管理C.Servicelevelmanagement服务级别管理D.Financialmanagement财务管理Answer：A19WhichoneofthefollowingisNOTpartoftheservicedesignstageoftheservicelifecycle下列哪一项不是服务生命周期的服务设计阶段的一部分Designingandmaintainingallnecessaryservicetransitionpackages设计和维护所有必要的服务转换套件Producingquality,secureandresilientdesignsforneworimprovedservices生产优质，安全，有弹性设计的新的或改进的服务Takingservicestrategiesandensuringtheyarereflectedintheservicedesignprocessesandtheservicedesignsthatareproduced以服务战略，并确保它们反映在服务的设计过程和生产服务的设计中D.Measuringtheeffectivenessandefficiencyofservicedesignandthesupportingprocesses测量的服务设计和支持过程的有效性和效率Answer：A20Whatistheresultofcarryingoutanactivity,followingaprocessordeliveringanITserviceknownas开展一项活动——进程或IT服务，结果是什么，A.Outcome成果B.Incident事件C.Change变更D.Problem问题Answer：A21Whichprocessisresponsibleformanagingrelationshipswithvendors下列哪项进程负责管理供应商关系A.Changemanagement变更管理B.Serviceportfoliomanagement服务组合管理C.Suppliermanagement供应商管理D.Continualserviceimprovement持续服务改进Answer：C22Whichofthefollowingservicedeskorganizationalstructuresaredescribedinserviceoperation以下哪项服务台的组织结构在运营服务中1。Localservicedesk本地服务台2。Virtualservicedesk虚拟服务台3。IThelpdeskIT帮助台4。Followthesun跟随太阳1,2and4only仅1，2和42,3and4only仅2，3和4C.1,3and4only仅1，3和4D.1,2and3only仅1，2和3Answer：A23WhatarethecategoriesofeventdescribedintheUILserviceoperationbook在UIL服务操作中描述了什么类别的事件A.Informational,scheduled,normal信息性事件，计划事件，正常事件B.Scheduled,unscheduled,emergency计划事件，非计划事件，紧急事件C.Informational,warning,exception信息性事件，警告，异常D.Warning,reactive,proactive警告，被动事件，主动事件Answer：C24Whatwouldyoucallthegroupsofpeoplewhohaveaninterestintheactivities,targets,resourcesanddeliverablesfromservicemanagement对服务管理的活动，目标，资源和交付有兴趣的人称为什么A.Employers用人单位B.Stakeholders利益相关者C.Regulators监管部门D.Accreditors认证机构Answer：B25WhichofthefollowingaretheMAINobjectivesofincidentmanagement下列哪项是事件管理的主要目标1。Toautomaticallydetectservice-affectingevents自动检测影响服务的事件2。Torestorenormalserviceoperationasquicklyaspossible为了尽快恢复正常服务运作3。Tominimizeadverseimpactsonbusinessoperations为了尽量减少对业务经营的不利影响A.1and2only仅1和2B，2and3only仅2和3C.1and3only仅1和3D.Alloftheabove以上皆是Answer：B26Whatisthenameofthegroupthatshouldreviewchangesthatmustbeimplementedfasterthanthenormalchangeprocess需比正常进程更快速地执行的变更由什么组织来审查A.Technicalmanagement技术管理B.Emergencychangeadvisoryboard紧急变更咨询委员会C.Urgentchangeboard紧急变委员会D.Urgentchangeauthority迫切改变权限Answer：B27WhichofthefollowingisNOTanobjectiveofservicetransition下列哪一项不是服务转型的目标Toensurethataservicecanbeoperated,managedandsupported为确保服务可以执行，管理和支持B.Toprovidetrainingandcertificationinprojectmanagement为项目管理提供培训和认证C.Toprovidequalityknowledgeandinformationaboutservicesandserviceassets为客户提供优质的知识和有关服务和服务资产的信息D.planandmanagethecapacityandresourcerequirementstomanagearelease管控管理一个版本所需的能力和资源Answer：B28Whichofthefollowingtypesofserviceshouldbeincludedinthescopeofserviceportfoliomanagement下列哪些项包含在服务组合管理范围内1.Thoseplannedtobedelivered计划交付的2.Thosebeingdelivered正在交付的3.Thosethathavebeenwithdrawnfromservice已经退出服务的A.1and3only1和3B.Alloftheabove全部C.1and2only1和2D.2and3only2和3Answer：B29：TheBESTdescriptionofanincidentis:事故的最佳描述是：Anunplanneddisruptionofserviceunlessthereisabackuptothatservice除有候补服务外的意外服务中断Anunplannedinterruptiontoserviceorareductioninthequalityofservice服务的意外中断或服务质量下降Anydisruptiontoservicewhetherplannedorunplanned任何服务中断，包含计划内或计划外的D.Anydisruptiontoservicethatisreportedtotheservicedesk,regardlessofwhethertheserviceisimpactedornot任何报告给服务台的中断服务，无论该服务是否是受影响Answer：B30．WhichoneofthefollowingistheCORRECTsetofstepsforthecontinualserviceimprovementapproach下列哪一组是持续改善服务的正确步骤A.Deviseastrategy;Designthesolution;Transitionintoproduction;Operatethesolution;ContinuallyImprove制定战略；设计解决;过渡到生产；执行解决方案;不断改善；B.Wheredowewanttobe;Howdowegetthere;Howdowecheckwearrived;Howdowekeepthemomentumgoing我们想要在哪里,如何到达怎样检查我们到达与否如何保持势头C.Identifytherequiredbusinessoutcomes;Planhowtoachievetheoutcomes;Implementtheplan;Checktheplanhasbeenproperlyimplemented;Improvethesolution确定所需的业务成果，计划如何实现的成果;实施计划;检查计划已正确实施，完善解决方案D.Whatisthevision;Wherearewenow;Wheredowewanttobe;Howdowegetthere;Didwegetthere;Howdowekeepthemomentumgoing愿景是什么;我们现在在哪里;我们想去哪里我们如何到达那里;我们如何保持这种势头Answer：D31Whencanaknownerrorrecordberaised何时可以提出已知错误的记录1。Atanytimeitwouldbeusefultodoso任何这样做是有益的时候2。Afteraworkaroundhasbeenfound后一种解决方法已被发现的时候A：21Neitheroftheabove都不是Bothoftheabove都是Answer：D32Whatbodyexiststosupporttheauthorizationofchangesandtoassistchangemanagementintheassessmentandprioritizationofchanges现有的什么机构可支持：变更授权及协助评估和修改优先级方面的变更管理A.Thechangeauthorizationboard变更授权委员会B.Thechangeadvisoryboard变更顾问委员会C.Thechangeimplementer变更实施者D.Thechangemanager变更经理Answer：B33Whichprocessisresponsiblefordiscussingreportswithcustomersshowingwhetherserviceshavemettheirtargets哪个进程是负责与客户讨论和报告，服务是否已达到目标A.Continualserviceimprovement持续服务改进B.Servicelevelmanagement变更管理C.servicelevelmanagement服务级别管理D.Availabilitymanagement可用性管理Answer：C34Whatdocustomerperceptionsandbusinessoutcomeshelptodefine客户感知和业务成果有助于确定什么A.Thevalueofaservice服务的价值B.Governance管理C.totalcostofownership(TCO)持有总成本（TCO）D.Keyperformanceindicators(KPIs)关键绩效指标（KPI）Answer：A35Whichofthefollowingarebasicconceptsusedinaccessmanagement下列哪项是访问管理使用的基本概念Personnel,electronic,network,emergency,identity人员，电子，网络，紧急事件，身份B.Rights,access,identity,directoryservices,service/servicecomponents权利，访问，身份，服务目录，服务/服务组件C.Physical,personnel,network,emergency,service物理，人员，网络，紧急事件，服务Normal,temporary,emergency,personal,group正常事件，临时事件，紧急事件，个人，团体Answer：B36WhichofthesestatementsaboutresourcesandcapabilitiesisCORRECT关于资源和能力的陈述那些是正确的Resourcesaretypesofserviceassetandcapabilitiesarenot资源是服务资产，能力不是Resourcesandcapabilitiesarebothtypesofserviceasset资源和能力都是服务资产Capabilitiesaretypesofserviceassetandresourcesarenot能力是服务资产，资源不是Neithercapabilitiesnorresourcesaretypesofserviceasset能力和资源都不是服务资产Answer：B37Withinservicedesign,whatisthekeyoutputhandedovertoservicetransition对于服务设计，什么是移交给服务转型的关键输出A.Measurement,methodsandmetrics测量，方法和指标B.Servicedesignpackage服务设计包C.Serviceportfoliodesign服务组合设计D.Processdefinitions流程定义Answer：B38Whatshouldaservicealwaysdelivertocustomers服务者应始终提供给客户的是什么A.Applications用途B.Infrastructure基础设施C.Value价值D.Resources资源Answer：C39Whichprocessisresponsiblefortheavailability,confidentialityandintegrityofdata哪项进程对数据的可用性，机密性和完整性负责A.Servicecataloguemanagement服务目录管理B.Serviceassetandconfigurationmanagement服务资产和配置管理C.Changemanagement变更管理D.Informationsecuritymanagement信息安全管理Answer：D40Availabilitymanagementisdirectlyresponsiblefortheavailabilityofwhichofthefollowing可用性管理是直接负责下列哪一项的可用性A.ITservicesandcomponentsIT服务和部件B.ITservicesandbusinessprocessesIT服务和业务流程C.Componentsandbusinessprocesses组件和业务流程D.ITservices,componentsandbusinessprocessesIT服务，组件和业务流程Answer：A41Whattypeofbaselinecapturesthestructure,contentsanddetailsoftheinfrastructureandrepresentsasetofitemsthatarerelatedtoeachother哪种基线概括了基础设施的结构，内容和细节，并代表有关系的一组项目A.Configurationbaseline配置基线B.Projectbaseline项目基线C.Changebaseline变更基线D.Assetbaseline资产基线Answer：A42WhichofthefollowingBESTdescribesthepurposeofaccessmanagement以下哪项是访问管理目的的最佳描述Toprovideachannelforuserstorequestandreceivestandardservices为了用户请求和接收服务提供渠道Providestherightsforuserstobeabletouseaserviceorgroupofservices提供用户能使用一项或一组服务的权利TopreventproblemsandresultingIncidentsfromhappening为了防止发生问题和造成事故Todetectsecurityeventsandmakesenseofthem为了检测安全事件，使其有意义Answer：B43WhichofthefollowingarereasonswhyITILissuccessful下列哪项是ITIL成功的原因1。ITILisvendorneutralITIL是厂商中立的2。ItdoesnotprescribeactionsITIL没有规定动作3。ITILrepresentsbestpracticeITIL代表最佳实践A.上述所有都是B.只有1和3C.只有1和2D.只有2和3Answer：A44WhichoneofthefollowingincludesfourstagescalledPlan,Do,CheckandAct下列哪一个包括四个阶段：计划，执行，检查和行动TheDemingCycle戴明循环BThecontinualserviceimprovementapproach持续服务改进方法C.Theseven-stepimprovementprocess七步完善进程D.Theservicelifecycle服务生命周期Answer：A45Theconsiderationofvaluecreationisaprincipleofwhichstageoftheservicelifecycle考虑创造价值因素是服务生命周期哪个阶段的原则A.Continualserviceimprovement持续服务改进B.Servicestrategy服务策略C.Servicedesign服务设计D.Servicetransition服务转型Answer：B46Whichprocessisresponsiblefordealingwithcomplaints,comments,andgeneralenquiriesfromusers哪个进程是负责处理投诉，意见和用户的常见咨询A.Servicelevelmanagement服务级别管理B.Serviceportfoliomanagement服务组合管理C.Requestfulfillment履行请求D.Demandmanagement需求管理Answer：C47WhichofthefollowingBESTdescribespartners'inthephrasepeople,processes,productsandpartners"在“人员，进程，产品和伙伴”这组词中，以下哪项是‘伙伴’的最佳描述A.Suppliers,manufacturersandvendors供应商，制造商和供应商B.Customers客户C.nternaldepartments内部部门D.Thefacilitiesmanagementfunction设施管理功能Answer：A48Whichprocesswillperformriskanalysisandreviewofallsuppliersandcontractsonaregularbasis哪项进程会进行风险分析，并定期审查所有供应商和A.Theservicelevelmanagement服务级别管理BTheITservicecontinuitymanagementIT服务连续性管理C.Theservicecataloguemanagement服务目录管理D.Thesuppliermanagement供应商管理Answer：D49Theexperiences,ideas,insightsandvaluesofindividualsareexamplesofwhichlevelofunderstandingwithinknowledgemanagement个人的经验，想法，见解和价值观是知识管理中哪个层面的例子A.Data数据B.Information信息C.Knowledge知识D.Governance管理Answer：C50Whichoneofthefollowingcontainsinformationthatispassedtoservicetransitiontoenabletheimplementationofanewservice以下哪一项包含了为实施新服务传递给服务转换的信息A.Aserviceoption服务选项B.Aservicetransitionpackage(STP)一个服务转换包（STP）C.Aservicedesignpackage(SDP)一个服务设计包（SDP）D.Aservicecharter一个服务特许Answer：C51WhichofthefollowingwouldcommonlybefoundinacontractunderpinninganITservice下列哪一项通常会在支撑IT服务的合同中找到1。Financialarrangementsrelatedtothecontract有关合同的财务安排2。Descriptionofthegoodsorserviceprovided所提供的商品或服务的说明3。Responsibilitiesanddependenciesforbothparties双方的责任和依赖关系A.1and2only只有1和2B.1and3only只有1和3C.3and2only只有2和3D.Alloftheabove以上皆是Answer：D52Servicetransitioncontainsdetaileddescriptionsofwhichprocesses服务转型包含了哪个进程的详细说明A.Changemanagement,serviceassetandconfigurationmanagement,releaseanddeploymentmanagement变更管理，服务资产和配置管理，发布和部署管理B.Changemanagement,capacitymanagementeventmanagement,servicerequestmanagement变更管理，容量管理事件管理，服务请求管理C.Servicelevelmanagement,serviceportfoliomanagement,serviceassetandconfigurationmanagement服务级别管理，服务组合管理，服务资产和配置管理D.Serviceassetandconfigurationmanagement,releaseanddeploymentmanagement,requestfulfillment服务资产和配置管理，发布和部署管理，需求履行Answer：A53WhichstatementshouldNOTbepartofthevaluepropositionforServiceDesign哪种说法不是服务设计价值定位的一部分A.Reducedtotalcostofownership降低总持有成本B.Improvedqualityofservice提高服务质量C.ImprovedServicealignmentwithbusinessgoals对照业务目标改进服务D.Betterbalanceoftechnicalskillstosupportliveservices更好地平衡技术技能来支持实时服务Answer：D54Whichprocesswouldbeusedtocomparethevaluethatnewerserviceshaveofferedoverthosetheyhavereplaced哪项进程会被用来比较新服务和被取代的旧服务的价值A.Availabilitymanagement可用性管理B.Capacitymanagement能力管理C.Serviceportfoliomanagement服务组合管理D.Servicecataloguemanagement服务目录管理Answer：C55Considerthefollowinglist:考虑以下列表：1。Changeauthority变更权限2。Changemanager变更管理3。Changeadvisoryboard(CAB)变更顾问委员会（CAB）WhichoneofthefollowingistheBESTdescriptionoftheitemsabove下列哪一项是以上项目的最佳描述A.Jobdescriptions工作描述B.Functions职能C.Teams团队D.Roles,peopleorgroups角色，人或团体Answer：D56HierarchicescalationisBESTdescribedas分层升级的最佳描述是：A.Notifyingmoreseniorlevelsofmanagementaboutanincident将事件通知更高级的管理层Passinganincidenttopeoplewithagreaterleveloftechnicalskill将事件传递给有更高技术水平的人C.UsingmoreseniorspecialiststhannecessarytoresolveanIncidenttomaintaincustomersatisfaction为保持客户满意度，使用超出事件需必要性的高级别专家解决之D.Failingtomeettheincidentresolutiontimesspecifiedinaservicelevelagreement超出服务级别协议规定的解决事件时间Answer：A57Whichoneofthefollowingfunctionswouldberesponsibleforthemanagementofadatacentre下列哪项职能是负责数据中心的管理A.Technicalmanagement技术管理B.Servicedesk服务台C.Applicationmanagement应用管理D.Facilitiesmanagement设施管理Answer：D58WhichoneofthefollowingwouldbetheMOSTusefulinhelpingtodefinerolesandresponsibilitiesinanorganizationalstructure下列哪一个最有助于定义组织结构中的角色和职责A.RACImodelRACI模型B.Incidentmodel事件模型C.Continualserviceimprovement(CSI)approach持续服务改进（CSI）的方法D.TheDemingCycle戴明循环Answer：A59Whichprocesswillregularlyanalyseincidentdatatoidentifydiscernibletrends哪项程中会定期分析事件数据来确定明显的趋势A.Servicelevelmanagement服务级别管理B.Problemmanagement问题管理C.Changemanagement变更管理D.Eventmanagement事件管理Answer：B60Whichisthecorrectdefinitionofacustomerfacingservice面向客户服务的正确定义是什么Onewhichdirectlysupportsthebusinessprocessesofcustomers直接支持客户的业务流程B.Aservicethatcannotbeallowedtofail不允许失败的服务C.Onewhichisnotcoveredbyaservicelevelagreement未涵盖在服务水平协议的服务D.Aservicenotdirectlyusedbythebusiness不能被业务直接使用的服务Answer：A61WhichoneofthefollowingistheBESTdefinitionofthetermservicemanagement下列哪一项是服务管理的最佳定义A.Asetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservices是为了通过服务将价值提供给客户的一组专业组织能力.B.Agroupofinteracting,interrelated,orindependentcomponentsthatformaunifiedwhole,operatingtogetherforacommonpurpose一组交互的，关联或独立的组件——该组组件形成一个统一整体并为了共同目标协同运作。C.Themanagementoffunctionswithinanorganizationtoperformcertainactivities为执行某些活动的组织内职能管理D.Unitsoforganizationswithrolestoperformcertainactivities一些具有能执行某些活动的角色的组织Answer：A62WhichofthefollowingisNOTavalidobjectiveofproblemmanagement下列哪一项不是问题管理的有效目标A.TopreventproblemsandtheirresultantIncidents为了防止出现问题及其产生的事故B.Tomanageproblemsthroughouttheirlifecycle要在其整个生命周期内管理问题C.Torestoreservicetoauser为用户恢复服务D.Toeliminaterecurringincidents为消除再次发生事故Answer：C63Whichoneofthefollowingisanobjectiveofservicecataloguemanagement下列哪一项是服务目录管理的目标A.Negotiatingandagreeingservicelevelagreement谈判并达成服务水平协议B.Negotiatingandagreeingoperationallevelagreements谈判并达成运营级别协议C.Ensuringthattheservicecatalogueismadeavailabletothoseapprovedtoaccessit确保获准访问的人能访问服务目录ensuringthatadequatetechnicalresourcesareavailable仅保证充足技术资源的可用性Answer：C64WhichofthefollowingstatementsBESTdescribestheaimsofreleaseanddeploymentmanagement下列哪项是发布和部署管理目标的最佳描述Tobuild,testanddeliverthecapabilitytoprovidetheservicesspecifiedbyservicedesign在服务设计规定的服务范围内，构建，测试和交付其提供服务的能力ensurethateachreleasepackagespecifiedbyservicedesignconsistsofasetofrelatedassetsandservicecomponents确保每个通过服务设计中规定的发行包包含一组相关的资产和服务组件Toensurethatallchangescanbetracked,testedandverifiedifappropriate为了确保所有的变更能够被跟踪，检验及适当验证Torecordandmanagedeviations,risksandissuesrelatedtotheneworchangedservice记录和管理偏差，风险和关于新的或变更的服务问题Answer：A65Whichoneofthefollowingactivitiesarecarriedoutduringthe"Wheredowewanttobe"stepofthecontinualserviceimprovement(CSI)approach以下哪项活动是在持续改进服务（CSI）办法中,开展“我们想去哪”这一步骤时推出的A.Implementingserviceandprocessimprovements实施服务和流程改进B.Reviewingmeasurementsandmetrics审查度量衡和指标C.Creatingabaseline创建基线D.Definingmeasurabletargets定义可测量的目标Answer：D66Whichoneofthefollowingcanhelpdeterminethelevelofimpactofaproblem以下哪一项有助于确定问题的影响程度A.Definitivemedialibrary(DML)权威媒体库（DML）B.Configurationmanagementsystem(CMS)配置管理系统（CMS）C.Statementofrequirements(SOR)需求声明（SOR）D.Standardoperatingprocedures(SOP)标准作业程序（SOP）Answer：B67Theeffectivemanagementofriskrequiresspecifictypesofaction.WhichofthefollowingpairsofactionswouldbeBESTtomanagerisk风险的有效管理要求特定类型的活动。下列哪组活动最有利于风险管理Traininginriskmanagementforallstaffandidentificationofrisks进行全员风险管理培训，鉴定风险Identificationofrisk,analysisandmanagementoftheexposuretorisk鉴定风险，分析和管理风险暴露Controlofexposuretoriskandinvestmentofcapital暴露风险控制，资本投资控制Trainingofallstaffandinvestmentofcapital全员培训和资本投资Answer：B68Whichofthefollowingisanenablerofbestpractice下列哪一项是最佳实践的推动者A.Standards标准B.Technology技术C.Academicresearch学术研究D.Internalexperience内部经验Answer：B69Servicedesignemphasizestheimportanceofthe"FourPs".These"FourPs"includePartners,People,Processesandoneother"P".Whichofthefollowingistheadditional"P"服务设计强调了“四个P”的重要性。这“四个P”包括合作伙伴，人，进程和另一个“P”。下列哪项是这一个“P”与第七题重复A.Profit利润B.Preparation编制C.Products产品D.Potential可能Answer：C70WhichofthefollowingisNOToneofthefiveindividualaspectsofservicedesign下列哪一项不是服务设计的五个方面之一A．Thedesignoftheserviceportfolio,includingtheservicecatalogue服务组合设计，包括服务目录B.Thede