ITIL测试题.doc

1. What does the Service V model represent? a. A strategy for the successful completion of all service management projects b. The path to Service Delivery and Service Support for efficient and effective utilization of resources c. Levels of testing required to deliver a Service Capability d. The business perspective as perceived by the customer and the user of services 2. Technical Management is NOT responsible for? a. Maintenance of the technical infrastructure b. Documenting and maintaining the technical skills required to manage and support the IT Infrastructure c. Defining the Operational Level Agreements for the technical teams d. Diagnosis of, and recovery from technical failures 3. The priority of an Incident is BEST described as? a. The relative importance of the Incident based on impact and urgency b. The speed with which the Incident needs to be resolved c. The number of staff that will be assigned to work on the Incident so that it is resolved in time d. The escalation path that will be followed to ensure resolution of the Incident 4. What is the role of the Emergency Change Advisory Board (ECAB)? a. To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods b. To assist the Change Manager in implementing Emergency Changes c. To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved d. To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur 5. A Service Owner is responsible for which of the following? a. Continual Improvement of the service b. Designing and documenting a service c. Carrying out the Service Operations activities needed to support a service d. Producing a Balanced Scorecard showing the overall status of all services 6. Operations Control refers to? a. The managers of the Technical and Applications Management functions b. Overseeing the execution a