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質問 1：
Which statement BEST represents the guidance on incident logging?
A. All incidents must be fully logged
B. Incidents must only be logged if a resolution is not immediately available
C. The service desk decide which incidents to log
D. Only incidents reported to the service desk can be logged
正解：A
質問 2：
Which of the following is the BEST definition of an event?
A. An unplanned interruption to an IT service or a reduction in the quality of an IT service
B. The unknown cause of one or more incidents that have an impact on an IT service
C. Reducing or eliminating the cause of an incident or problem
D. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
正解：D
質問 3：
The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:
A. An SLA is legally binding, an OLA is a best efforts agreement
B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
D. An SLA is with an external customer, an OLA is with an internal customer
正解：A
質問 4：
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?
A. Cost
B. Conformance
C. Compliance
D. Capacity
正解：C
質問 5：
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Service request
B. Change policy
C. Risk register
D. Change proposal
正解：D
質問 6：
Effective release and deployment management enables the service provider to add value to the business by?
A. Delivering change, faster and at optimum cost and minimized risk
B. Verifying the accuracy of all items in the configuration management database
C. Ensuring that all assets are accounted for
D. Ensures that the fastest servers are purchased
正解：A
質問 7：
Which of the following is MOST concerned with the design of new or changed services?
A. Service transition
B. Change management
C. Service strategy
D. Service design
正解：D
質問 8：
In which document would you expect to see an overview of actual service achievements against targets?
A. Service level agreement (SLA)
B. SLA monitoring chart (SLAM)
C. Operational level agreement (OLA)
D. Capacity plan
正解：B
質問 9：
Availability management is directly responsible for the availability of which of the following?
A. Components and business processes
B. IT services and business processes
C. IT services, components and business processes
D. IT services and components
正解：D
Which statement BEST represents the guidance on incident logging?
A. All incidents must be fully logged
B. Incidents must only be logged if a resolution is not immediately available
C. The service desk decide which incidents to log
D. Only incidents reported to the service desk can be logged
正解：A
質問 2：
Which of the following is the BEST definition of an event?
A. An unplanned interruption to an IT service or a reduction in the quality of an IT service
B. The unknown cause of one or more incidents that have an impact on an IT service
C. Reducing or eliminating the cause of an incident or problem
D. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
正解：D
質問 3：
The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:
A. An SLA is legally binding, an OLA is a best efforts agreement
B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
D. An SLA is with an external customer, an OLA is with an internal customer
正解：A
質問 4：
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?
A. Cost
B. Conformance
C. Compliance
D. Capacity
正解：C
質問 5：
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Service request
B. Change policy
C. Risk register
D. Change proposal
正解：D
質問 6：
Effective release and deployment management enables the service provider to add value to the business by?
A. Delivering change, faster and at optimum cost and minimized risk
B. Verifying the accuracy of all items in the configuration management database
C. Ensuring that all assets are accounted for
D. Ensures that the fastest servers are purchased
正解：A
質問 7：
Which of the following is MOST concerned with the design of new or changed services?
A. Service transition
B. Change management
C. Service strategy
D. Service design
正解：D
質問 8：
In which document would you expect to see an overview of actual service achievements against targets?
A. Service level agreement (SLA)
B. SLA monitoring chart (SLAM)
C. Operational level agreement (OLA)
D. Capacity plan
正解：B
質問 9：
Availability management is directly responsible for the availability of which of the following?
A. Components and business processes
B. IT services and business processes
C. IT services, components and business processes
D. IT services and components
正解：D
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