最新ITIL考试题库(中英对照初级)

1、1、2、 « Which role is responsible for carrying out the activities of a process?膂 下列哪个角色负责执行进程活动？薁 A. Process owner 过程所有者肇B. Change manager变更经理虿 C. Service manager服务经理芄 D. Process practitioner 过程 执行 者裂D3、4、 腿 Which process or function is responsible for monitoring activities and eventsin the IT i

2、nfrastructure? 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？瞧 A. Service level management服务级别管理芍 B. IT operations management IT 运营管理建 C. Capacity management 能力管理膀 D. Incident management 事故 管理 袅B5、6、 、 肃 Which of the following options is a hierarchy that is used in knowledge management? 下列哪个选项是用于知识管理的一个层级 ？膀 A. Wi

3、sdom - Information - Data - Knowledge 智慧-信息-数据-知识薄 B. Data - Information - Knowledge - Wisdom数据-信息-知识-智慧蚆 C. Knowledge - Wisdom - InformationData 知识 - 智慧 - 信息 - 数据艘 D. Information - Data - KnowledgeWisdom 信息 - 数据 - 知识 - 智慧聿 4、 At which stage of the serviceoperate a new service be defined?lifecycle s

4、hould the processes necessary to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？ 莆 A. Service design: Design the processes 服务设计：设计流程芍 B. Service strategy: Develop the offerings服务策略：开发产品蚁 C. Service transition: Plan and prepare for deployment服务转型：计划和准备部署蒈 D. Service operation: IT operations management 服务执行： IT 运维管理滕答案：A肃

5、 5 Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? 与专有知识相比，为什么公共框架较有吸引力，如ITIL？蠢 A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented 专有知识可能很难采用，复制或转移，因为它往往是无证袈 B. Public frameworks are always cheaper to a

6、dopt 采用公共框架总是更便宜w C. Public frameworks are prescriptive and tell you exactly what to do公共框架是指令性的，并准确地告诉你该怎么做肄 D. Proprietary knowledge has been tested in a wide range of environments 专有知识已在各种环境中进行了测试建答案：A薁6、 Which of the following is an objective of business relationship management?蜗下列哪项是企业关系管理的目的？瞧

7、 A.To identify patterns of business activity 确定业务活动的模式膀 B. To ensure high levels of customer satisfaction 为保证高水平的客户满意度羁 C. To secure funding to manage the provision of services 保障服务管理资金芨 D. To ensure strategic plans for IT services exist 为现有 IT 服务确保战略规划蠢答案：B蔽 7、The design of IT services requires the

8、 effective and efficient use of "the four Ps".What are these four Ps?IT服务的设计要求有效地利用"四个P"。什么是"四个 P' ?人，流程，合作伙伴，表现表现，流程，产品，计划人，流程，产品，合作伙伴人，产品，计划，合作伙伴蔓 A. People, process, partners, performance膈 B. Performance, process, products, plans肄 C. People, process, products, partner

9、s蚁 D. People, products, plans, partners衿 答案： C袈 8、 Which of the following BEST describes service strategies value to the business? 以下哪项最能形容的业务服务战略价值？肆 A. Allows higher volumes of successful change 允许更多的成功变革肃 B. Reduction in unplanned costs through optimized handling of service outages艿 通过服务中断的优化处理减少

10、意外成本禳 C. Reduction in the duration and frequency of service outages减少服务中断的持续时间和频率裂 D. Enabling the service provider to have a clear understanding of what levels of servicewill make their customers successful 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。赚答案：D螈 9 Which two processes will contribute MOST to enabling eff

11、ective problem detection? 哪两个流程最有助于实现有效地检测问题？b A. Incident and financial management事故和财务管理袄 B. Change and release and deployment management 变更、发布和部署管理方 C. Incident and event management事故和事件管理腿 D. Knowledge and service level management知识和服务级另1J管理袅 答案： C噩10. Which of the following would be used to com

12、municate a high level description of a major change that involved significant cost and risk to the organization?蚂 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？袁 A. Change proposal 变更提案菱B. Change policy变更政策螃 C. Service request服务要求蜜D. Risk register风险登记方答案:A莆 11、 Which of the following should be documented

13、 in an incident model?袄 以下哪一项应记录在一个事件模型中？膈 1. Details of the service level agreement (SLA) pertaining to the incident与服务水平协议细节(SLA)有关的事件蚀 2. Chronological order of steps to resolve the incident 解决的事件的先后步骤肇 A. 1 only 仅 1袆 B. 2 only 仅 2范 C. Both of the above 1 和 2腿 D. Neither of the above 都不对蟆答案：B董 12

14、 Why is it important for service providers to understand patterns of businessactivity (PBA)? 为什么服务提供商了解业务活动( PBA )的模式很重要？蚄 A.PBA are based on organizational roles and responsibilitiesPBA是基于组织角色和职二组织角色和职责的菅 B. IT service providers CANNOT schedule changes until they understand PBAIT 服务供应商明白PBA 才能安排的变更

15、薇 C. Demand for the services delivered by service providers are directly influenced by PBA服务有供应商提供，PBA直接影响服务需求了解螅 D. Understanding PBA is the only way to enable accurate service level reportingPBA是以实现服务水平报告精确化的唯一的途径螂 答案： C«13、Which one of the following would NOT be defined as part of every proc

16、ess?芈 下列哪一个不会被定义为进程的共有部分？帔A. Roles角色» B. Inputs and outputs输入和输出蚁 C. Functions 职能肇D. Metrics指标蒲答案：C芃 14 、 Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?聿对于正在

17、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？螈 A. Service level management 服务级别管理蛔 B. Service catalogue management 服务目录管理筮 C. Demand management需求管理薄 D. Service transition服务转型芍答案：B蚆 15 A process owner has been identified with an“I ” in a RACI matrix. Which one ofthe following would be expected

18、 of them?蝴在RACI中，进程所有者被定义为“I"，下列哪一个是“ I” ？为活动的结果承担责任量 A. Be accountable for the outcome of an activity箍 B. Perform an activity执行活动蒙 C. Be kept up-to-date on the progress of an activity了 最活动的最新进展袂 D. Manage an activity 管理活动箴答案：C帔 16 Which of the following are objectives of service level manageme

19、nt?薅 服务级别管理的目标是？辑 1 : Defining, documenting and agreeing the level of FT services to be provided定义，记录和商定所提供服务的 FT 水平螈 2 ： Monitoring, measuring and reporting the actual level of services provided监控，测量和报告所提供服务的实际水平荽 3 : Monitoring and improving customer satisfaction监狈U和提高客户满意度蚆 4 ： Identifying possib

20、le future markets that the service provider could operate in 确定可 能出现的服务提供商可以运营的未来市场；蒂 A. 1,2 and 3 only1 , 2 和 3芾 B. 1 and 2 only仅 1 和 2黄 C. 1,2 and 4 only 1, 2 和 4蒄 D. All of the above以上皆是蓬答案：A羁 17 Which one of the following do technology metrics measure?赣下列哪项是 技术测量指标？菜 A. Components 组件裂 B. Process

21、es 进程蔗C. The end-to-end service 终端-到-终端 服务客户满意度蟆 D. Customer satisfaction节 答案：A辐 18 Which process includes business, service and component sub-processes?蝇哪个进程包括业务，服务和组件子进程？蒇 A. Capacity management 能力管理董 B. Incident management事件管理聿 C. Service level management服务级别管理腿 D. Financial management 财务管理膈 答案：

22、A莅 19 Which one of the following is NOT part of the service design stage of the service lifecycle? 下列哪一项不是服务生命周期的服务设计阶段的一部分？A.B. 蒙 Designing and maintaining all necessary service transition packages研设计和维护所有必要的服务转换套件C.D. « Producing quality, secure and resilient designs for new or improved servi

23、ces膂 生产优质，安全，有弹性设计的新的或改进的服务E.F. 莫 Taking service strategies and ensuring they are reflected in the service design processes and theservice designs that are produced肇以服务战略，并确保它们反映在服务的设计过程和生产服务的设计中虿 D. Measuring the effectiveness and efficiency of service design and the supporting processes 测量的服务设计和支持

24、过程的有效性和效率芄 答案： A裂 20 What is the result of carrying out an activity, following a process or delivering an IT service known as?腿开展一项活动一一进程或IT服务，结果是什么，？瞧 A. Outcome成果芍 B. Incident事件建C. Change变更膀 D. Problem问题袅 答案： A肃 21 Which process is responsible for managing relationships with vendors?膀 下列哪项进程负责管理供应

25、商关系？薄 A. Change management变更管理蚆 B. Service portfolio management服务组合管理艘 C. Supplier management供应商管理蒂 D. Continual service improvement 持续服务改进聿 答案： C莆 22 Which of the following service desk organizational structures are described in service operation? 以下哪项服务台的组织结构在运营服务中？芍1。 Local service desk本地服务台蚁2 。蒈

26、3 。滕 4 。 Follow the sunA.B. 肃 1, 2 and 4 only C.D.蠢 2 ,3 and 4 only袈 C. 1, 3 and 4 onlyw D. 1,2 and 3 onlyVirtual service deskIT help desk虚拟服务台IT 帮助台跟随太阳？仅 1， 2和4仅 2 ， 3和4仅 1 ， 3和4仅 1 ， 2和3肄 答案： A建 23 What are the categories of event described in the UIL service operation book?奥在UIL服务操作手册中描述了什么类别的事件

27、?信息性事件，计划事件，正常事件计划事件，非计划事件，紧急事件信息性事件，警告，异常警告，被动事件，主动事件蜗 A. Informational, scheduled, normalm B. Scheduled, unscheduled, emergency膀 C. Informational, warning, exception羁 D. Warning, reactive, proactive芨答案：C 蠢 24 What would you call the groups of people who have an interest in the activities, targets,

28、 resources and deliverables from service management?蔽对服务管理的活动，目标，资源和交付有兴趣的人称为什么？邕A. Employers用人单位膈 B. Stakeholders利益相关者肄C. Regulators监管部门蚁 D. Accreditors 认证机构？衿 答案： B袈 25 Which of the following are the MAIN objectives of incident management?肆 下列哪项是事件管理的主要目标？肃 1 。 To automatically detect service-affe

29、cting events 自动检测影响服务的事件艿 2 。 To restore normal service operation as quickly as possible 为了尽快恢复正常服务运作禳 3 。 To minimize adverse impacts on business operations裂为了尽量减少对业务经营的不利影响赚 A. 1 and 2 only仅1和2螈 B， 2 and 3 only仅2和3b C. 1 and 3 only 仅 1 和 3袄 D. All of the above 以上皆是方答案:B腿袅噩 26 What is the name of t

30、he group that should review changes that must be implemented faster than the normal change process?蚂 需比正常进程更快速地执行的变更由什么组织来审查？袁 A. Technical management技术管理菱B. Emergency change advisory board 紧急变更咨询委员会螃 C. Urgent change board紧急变委员会蜜 D. Urgent change authority迫切改变权限方答案：B莆 27 Which of the following is N

31、OT an objective of service transition?袄 下列哪一项不是服务转型的目标？A.B. 眼To ensure that a service can be operated, managed and supported蚀 为确保服务可以执行，管理和支持肇 B. To provide training and certification in project management 为项目管理提供培训和认 证袆 C. To provide quality knowledge and information about services and service asse

32、ts尢为客户提供优质的知识和有关服务和服务资产的信息 腿 D. plan and manage the capacity and resource requirements to manage a release蟆管控管理一个版本所需的能力和资源董答案：B蚄 28 Which of the following types of service should be included in the scope of service portfolio management? 下列哪些项包含在服务组合管理范围内？# 1. Those planned to be delivered计戈 U交付的薇 2

33、. Those being delivered正在交付的螅3. Those that have been withdrawn from service 已经退出服务的螂 A. 1 and 3 only1 和3s B. All of the above 全部芈 C. 1 and 2 only1 和2帔 D. 2 and 3 only2 和3材答案：B蚁 29 ： The BEST description of an incident is:肇事故的最佳描述是：A.B. 蒲An unplanned disruption of service unless there is a backup to

34、that service芃 除有候补服务外的意外服务中断C.D. 聿An unplanned interruption to service or a reduction in the quality of service螈 服务的意外中断或服务质量下降E.F. 蛔 Any disruption to service whether planned or unplanned筮任何服务中断，包含计划内或计划外的薄 D. Any disruption to service that is reported to the service desk, regardless of whetherthe

35、service is impacted or not 任何报告给服务台的中断服务，无论该服务是否是受影响芍答案：B蚆 30 Which one of the following is the CORRECT set of steps for the continual service improvement approach?蝴下列哪一组是持续改善服务的正确步骤？量 A. Devise a strategy; Design the solution; Transition into production; Operate the solution;Continually Improve 制定战

36、略；设计解决方案 ;过渡到生产；执行解决方案;不断改善；n B. Where do we want to be?; How do we get there?; How do we check we arrived?; Howdo we keep the momentum going? 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？蒙 C. Identify the required business outcomes; Plan how to achieve the outcomes;Implement the plan;Check the plan has been pro

37、perly implemented; Improve the solution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，完善解决方案袂 D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going? 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？箴答案：D帔 31 When can a know

38、n error record be raised?薅 何时可以提出已知错误的记录？袄 1 。 At any time it would be useful to do so 任何这样做是有益的时候螂 2 。 After a workaround has been found后一种解决方法已被发现的时候蔓A:2C.D.薄1E.F.黄 Neither of the above 都不是G.H.赚 Both of the above者B是膀 答案： D勘 32 What body exists to support the authorization of changes and to assist

39、change management in the assessment and prioritization of changes?莅 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？袄 A. The change authorization board变更授权委员会» B. The change advisory board变更顾问委员会唐 C. The change implementer变更实施者蟆 D. The change manager变更经理芄 答案：B黄 33 Which process is responsible for discussin

40、greports with customers showing whether services have mettheir targets?袆 哪个进程是负责与客户讨论和报告，服务是否已达到目标？ 螃 A. Continual service improvement 持续服务改进筮 B. Service level management 变更管理芾 C. service level management服务级另1J管理肄 D. Availability management可用性管理 膈答案：C膂 34 What do customer perceptions and business ou

41、tcomes help to define?箴客户感知和业务成果有助于确定什么？莆 A. The value of a service服务的价值蔽 B. Governance管理袂 C. total cost of ownership (TCO) 持有总成本(TCO)滕 D. Key performance indicators (KPIs)关键绩效指标(KPI )菜答案：A 羁35 Which of the following are basic concepts used in access management?蚂 下列哪项是访问管理使用的基本概念？A.B. 膈 Personnel, e

42、lectronic, network, emergency, identity初人员，电子，网络，紧急事件，身份蛔 B. Rights, access, identity, directory services, service/service components聿 权利，访问，身份，服务目录，服务/ 服务组件艿 C. Physical, personnel, network, emergency, service箍物理，人员，网络，紧急事件，服务G.H.艘 Normal, temporary, emergency, personal, group衿 正常事件，临时事件，紧急事件，个人，团体

43、肆 答案： B肄 36 Which of these statements about resources and capabilities is CORRECT?蒲关于资源和能力的陈述那些是正确的？A.B. 覆 Resources are types of service asset and capabilities are not肇资源是服务资产，能力不是C.D.荽 Resources and capabilities are both types of service asset蠢资源和能力都是服务资产E.F. 蔗 Capabilities are types of service as

44、set and resources are not腿 能力是服务资产，资源不是G.H. 薄 Neither capabilities nor resources are types of service asset前能力和资源都不是服务资产聿答案：B 噩 37 Within service design, what is the key output handed over to service transition?赣对于服务设计，什么是移交给服务转型的关键输出？袂 A. Measurement, methods and metrics 测量，方法和指标袁 B. Service design

45、 package服务设计包肇 C. Service portfolio design服务组合设计b D. Process definitions流程定义薅 答案： B薁 38 What should a service always deliver to customers?聿 服务者应始终提供给客户的是什么？艘 A. Applications用途肄 B. Infrastructure基础设施范C. Value价值w D. Resources资源菱答案：C童 39 Which process is responsible for the availability, confidentialit

46、y and integrity of data?建哪项进程对数据的可用性，机密性和完整性负责？« A. Service catalogue management服务目录管理蚄 B. Service asset and configuration management 服务资产和配置管理螃 C. Change management变更管理螂 D. Information security management 信息安全管理量答案：D肇 40 Availability management is directly responsible for the availability of w

47、hich of the following?节 可用性管理是直接负责下列哪一项的可用性？IT 服务和部件蔽 A. IT services and components蟆 B. IT services and business processesIT 服务和业务流程瞧 C. Components and business processes组件和业务流程蚂 D. IT services, components and business processes IT 服务， 组件和业务流程聿 答案： A袈 41 What type of baseline captures the structure,

48、 contents and details of the infrastructure and represents a set of items that are related to each other?芃 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？犀 A. Configuration baseline 配置基线蝇 B. Project baseline 项目基线筮 C. Change baseline变更基线肇D. Asset baseline资产基线黄答案：A羁 42 Which of the following BEST describes the purp

49、ose of access management?腿 以下哪项是访问管理目的的最佳描述？A.B. 滕 To provide a channel for users to request and receive standard services蚆 为了用户请求和接收标准服务提供渠道C.D. 螂 Provides the rights for users to be able to use a service or group of services方提供用户能使用一项或一组服务的权利E.F. 禳 To prevent problems and resulting Incidents from

50、happening索为了防止发生问题和造成事故G.H. 蒂 To detect security events and make sense of them尢为了检测安全事件，使其有意义蜗答案：B薅 43 Which of the following are reasons why ITIL is successful?膈下列哪项是ITIL成功的原因?聿 1 。 ITIL is vendor neutralITIL是厂商中立的聿 2 。 It does not prescribe actionsITIL没有规定动作肄 3 。 ITIL represents best practiceITIL代

51、表最佳实践蠢A.上述所有都是膀 B. 只有1 和 3膈 C. 只有1 和 2蒂D.只有2和3董答案：A膂 44 Which one of the following includes four stages called Plan, Do, Check and Act?黄下列哪一个包括四个阶段：计划，执行，检查和行动？A.B. 肇 The Deming Cycle蒄 B The continual service improvement approach量 C. The seven-step improvement process妍 D. The service lifecycle荽答案：A艘

52、聿 45 The consideration of value creation lifecycle?戴明循环持续服务改进方法七步完善进程服务生命周期is a principle of which stage of the service蟆考虑创造价值因素是服务生命周期哪个阶段的原则?« A. Continual service improvement 持续服务改进蚀 B. Service strategy服务策略膂 C. Service design服务设计腿 D. Service transition服务转型莅 答案： B筮 46 Which process is respons

53、ible for dealing with complaints, comments, and general enquiries from users? 哪个进程是负责处理投诉，意见和用户的常见咨询？量 A. Service level management服务级别管理芈 B. Service portfolio management 服务组合管理螂 C. Request fulfillment履行请求赚 D. Demand management需求管理辑答案：C 莆 47 Which of the following BESTdescribes partners' in the p

54、hrase people, processes, products and partners"?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？ 艘 A. Suppliers, manufacturers and vendors 供应商，制造商和供应商袂 B. Customers 客户建 C. nternal departments 内部部门螈 D. The facilities management function 设施管理功能董答案：A蚂 48 Which process will perform risk analysis and review of

55、 all suppliers and contracts on a regular basis? 哪项进程会进行风险分析，并定期审查所有供应商和合同？衿 A. The service level management 服务级别管理w B The IT service continuity managementIT 服务连续性管理 莆 C. The service catalogue management 服务目录管理前 D. The supplier management 供应商管理袁 答案： D艿 49 The experiences, ideas, insights and values

56、of individuals are examples of which level of understanding within knowledge management?蟆个人的经验，想法，见解和价值观是知识管理中哪个层面的例子？膈A. Data数据妍 B. Information信息前 C. Knowledge知识瞧 D. Governance管理裂答案：C蝇 50 Which one of the following contains information that is passed to service transition to enable the implementation of a new service?荽以下哪一项包含了为实施新服务传递给服务转换的信息？蚄 A. A service option 服务选项蒲 B. A service transition package (STP) 一个服务转换包( STP )腿 C. A service design package (SDP)一个服务设计包( SDP )袈 D. A service charter 一个服务特许肄 答案： C童