EXIN ITIL 問題集

質問 1：
Access Management is closely related to which other processes?
A. InformationSecurity Management and 3rd line support
B. Information Security Management only
C. Availability Management only
D. Information Security Management and Availability Management
正解：D

質問 2：
Which one of the following activities would be performed by access management?
A. Managing access to the service desk
B. Managing access to computer rooms and other secure locations
C. Managing the rights to use a service or group of services
D. Providing physical security for staff at data centers and otherbuildings
正解：C

質問 3：
Which of these statements about Service Desk staff is CORRECT?
A. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
C. Service Desk staff should be recruited from people who have high levels oftechnical skill tominimize the cost of training them
D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
正解：A

質問 4：
Which of the following are reasons why ITILis successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice
A. 1 and 3 only
B. 1 and 2 only
C. 2 and 3 only
D. All of the above
正解：D

質問 5：
What is most likely to cause a loss of faith in the Service Level Management process?
A. Involving customers in drafting Service Level Requirements
B. Inclusion of items in the SLA that cannot be effectively measured
C. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
D. Measurements that match thecustomer's perception of the service
正解：B

質問 6：
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
A. The Service Support book
B. Pocket Guides
C. The Service Strategy book
D. The ITIL Complementary Guidance
正解：D

質問 7：
Which one of the following provides the CORRECTlist of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillment, and access management
B. Event management, incident management, change management, and accessmanagement
C. Incident management, problem management, service desk, request fulfillment, and event management
D. Incident management, service desk, request fulfillment, access management, and event management
正解：A