itilfoundationv3考试试题库.docx
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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
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