第 1 页 共 4 9 页 Title : ITIL Foundation Certificate in IT Service Management (v3) QUESTION 3 Which ITIL process or which ITIL department has responsibilities that include distributing information to users? A. Change management B. Service desk C. Customer relationship management D. Incident Management Answer: B QUESTION 6 In Certkiller .com, the purchasing department has relocated internally, not just the people,but also their IT resources. A service Desk employee has been commissioned to relocate this department's workstations. In which ITIL process is this employee now playing a role? A. Configuration Management B. Incident Management C. Change Management D. Problem Management Answer: C QUESTION 8 Which data, for a new configuration item (CI), is recorded in the configuration management database (CMDB)? A. The relationship to other configuration items B. The request for change number for the configuration item C. Repairs to the configuration item D. The impact of the configuration item Answer: A QUESTION 10 Which ITIL process provides change proposals in order to eliminate structural errors? A. Availability management B. Problem Management C. IT service continuity management D. Security Management Answer: B QUESTION 13 Which ITIL process responsible for annually allocating the costs of underpinning contracts? A. Capacity Management B. Availability Management C. Financial Management for IT services D. Service Level Management Answer: C 第 2 页 共 4 9 页 QUESTION 14 How does Problem Management contribute to a higher solution percentage of first-line support? A. By preventing incidents B. By analyzing open incidents C. By evaluating incidents with the customer D. By making a knowledge database available An...
