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1、EX0-101ITI1.Foundationv.3ExamAQUESTION1Whatarethethreetypesofmetricsthatanorganizationshou1.dco1.1.ecttosupportContinua1.Serviceimprovement(CSI)?A.ReturnOnInvestment(ROI).Va1.ueOnInvestment(VO1.).qua1.ityBStrategic,tactica1.andoperationa1.C.Critica1.SuccessFactors(CSFs),KeyPerformanceIndicators(KPIs
2、),activitiesD.Techno1.ogy,processandserviceAnswer:OQUESTION2Whchofthefo1.1.owingisNOTava1.idobjectiveofProb1.emManagement?A. TopreventProb1.emsandtheirresu1.tantIncidentsB. TomanageProb1.emsthroughoutIbeir1.ifecyc1.eC. TorestoreservicetoauserD. Toe1.iminaterecurringIncidentsAnswer:CQUESTION3Avai1.ab
3、i1.ityManagemeniisresponsib1.eforavai1.abi1.ityofthe:A. ServicesandComponentsB. ServicesandBusinessProcessesC. ComponentsandBusinessProcessesD. Services,ComponentsandBusinessProcessesAnswer:AQUESTION4Contractsareusedtodefine:A. TheprovisionofITservicesorbusinessservicesbyaServiceProviderB. Theprovis
4、ionofgoodsandservicesbySupp1.iersC. Service1.eve1.sthathavebeenagreedbetweentbServiceProvtderandtheirCustomerD. MetresandCritica1.SuccessFactors(CSFs)inanexterna1.agreementAnswer:BQUESTION5Whichofthefo1.1.owingisNOTanexamp1.eofSe1.f-He1.pcapabi1.ities?A. Requirementtoa1.waysca1.1.theServiceDeskforse
5、rvicerequestsB. WgOfrontendC. Menu-drivenrangeofse1.fhe1.pandservicerequestsD. Adirectinterfaceintotheback-endprocess-hand1.ingsoftwareAnswer:AQUESTION6WhoownsthespecificCOS1.Sandrisksassociatedwithprovidingaservice?A.TheServiceProviderBTheService1.eve1.ManagerC. TheCustomerD. TheFinancedepartmentAn
6、swer:AQUESTION7Whchofthefo1.1.owingaretypesofcommunicationyouu1.dexpectthefunctionswithinServiceOperationtoperform?1. CommunicationbetweenDataCentreshifts2. Communcationre1.atedtochanges3. Performancereporting4. Routineoperationa1.mmunicationA. 1on1.yB. 2and3on1.yC. 1.2and4on1.yD. A1.1.oftheaboveAns
7、wer:DQUESTION8Howmanypeop1.eshou1.dbeaccountab1.eforaprocessasdefinedintheRACImode1.9A. Asmanyasnecessarytocomp1.etetheactivityB. On1.yone-theprocessownerC. TWO-theprocessownerandtheprocessenactorD. On1.yone-theprocessarchitectAnswer:BQUESTION9WhatguidancedoesITI1.giveonthefrequencyofproductionofser
8、vicereporting?A.Servicereportinginterva1.smustbedefinedandagreedwiththecustomersBReportinginterva1.sshou1.dbesetbytheServiceProviderC. Reportsshou1.dbeproducedweek1.yD. Servicereportinginterva1.smustbethesamefora1.1.servicesAnswer:AQUESTION10Whchofthefo1.1.owingistheBESTdefinitionofthetermServiceMan
9、agement?A. Asetofspecia1.isedorganizationa1.capabi1.itiesforprovidingva1.uetocustomersintheformofservicesB. Agroupofinteracting,interre1.ated,orindependentcomponentsthatformaunifiedwho1.e,operatingtogetherforammonpurposeC. ThemanagementoffunctionsWrthinanorganizationtoperformcertainactivitiesD. Unit
10、soforganizationswithro1.estoperformcertainactivitiesAnswer:AQUESTION11Whichofthefo1.1.owingwou1.dbedefinedaspartofeveryprocess?1. Ro1.es2. Activities3. Functions4. Responsibi1.itiesA. 1and3on1.yB. A1.1.oftheaboveC. 2and4on1.yD. 1,2and4on1.yAnswer:DQUESTION12Whichoftefo1.1.owingstatementsisCORRECTfor
11、everyprocess91. Itd1.rvsitsprimaryresu1.tstoacustomerorstakeho1.der2. Itdefinesactivitiesthatateexecutedbyasing1.efunctionABothoftheaboveB. 1on1.yC. NitroftheaboveD. 2on1.yAnswer:BQUESTION13Whatarethepub1.icationsthatprovideguidanceSPeeHiCtoindustrysectorsandorganizationtypesknownas?A. TheServiceStr
12、ategyandSCrViCeTransitionbooksB. TheITI1.Comp1.ementaryGuidanceC. TheServiceSupportandServiceDe1.iverybooksD. PocketGuidesAnswer:BQUESTION14Whichofthefo1.1.owingisNOTapurposeofServiceTransition?A. Toensurethataservicecanbemanaged,operatedandsupportedB. Toprovidetrainingandcertificationinprojectmanag
13、ementC. Toprovidequa1.ityknow1.edgeofChange.Re1.easeandDep1.oymentManagementD. Top1.anandmanagethecapacityandresourcerequirementstomanageare1.easeAnswer:BQUESTION15WhatistheBESTdescriptionofthepurposeofServiceOperation?A. TodecidehowITwi1.1.engagewithsupp1.iersduringtheServiceManagement1.ifecycteB.
14、Toproac1.iv1.ypreventa1.1.outagestoITServicesC. Todesignandbui1.dprocessesthatwi1.1.meetbusinessneedsD. Tode1.iverandmanageITServicesatagreed1.eve1.stobusinessusersandcustomersAnswer:DQUESTION16Whichofthefo1.1.owingshou1.dNOTbeaconcernofRiskManagement?A. Toensurethattheorganizationcanntiuetooperatei
15、ntheeventofamajordisruptionordisasterB. Toensurethattheworkp1.aceisasafeenvironment(oritsemp1.oyeesandcustomersC. Toensurethattheorganizationassets,suchasinformation,fa1.itisandbui1.dingareprotectedfromthreats,damageor1.ossD. Toensure1.ythechangerequestswithmitigatedrisksareapprovedforimp1.ementationAnswer:DQUESTION17WhatistheBESTdescriptionofanOperationa1.1.eve1.Agreement(O1.A)?A. AnagreementbetweentheserviceproviderandanotherpartofthesameorganizationB. Anagreementbetweentheserviceproviderandanexterna1.organizationC. Adocumen
