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質問 1：
Why is it important for service providers to understand patterns of business activity (PBA)?
A. Demand for the services delivered by service providers are directly influenced by PBA
B. IT service providers CANNOT schedule changes until they understand PBA
C. Understanding PBA is the only way to enable accurate service level reporting
D. PBA are based on organizational roles and responsibilities
正解：A
質問 2：
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
A. Service configuration
B. Service transition
C. Service design
D. Service operation
正解：C
質問 3：
The BEST description of an incident is:
A. Any disruption to service whether planned or unplanned
B. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
C. An unplanned disruption of service unless there is a backup to that service
D. An unplanned interruption to service or a reduction in the quality of service
正解：D
質問 4：
Which is the correct definition of a customer facing service?
A. A service that cannot be allowed to fail
B. One which is not covered by a service level agreement
C. A service not directly used by the business
D. One which directly supports the business processes of customers
正解：D
質問 5：
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Defining measurable targets
B. Implementing service and process improvements
C. Reviewing measurements and metrics
D. Creating a baseline
正解：A
質問 6：
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Release management
B. Capacity management
C. Design coordination
D. Availability management
正解：C
質問 7：
Within service design, what is the key output handed over to service transition?
A. Service design package
B. Service portfolio design
C. Process definitions
D. Measurement, methods and metrics
正解：A
質問 8：
Which of the following are types of service defined in ITIL?
1 . Enabling
2 . Core
3 . Enhancing
4 . Computer
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only
正解：A
Why is it important for service providers to understand patterns of business activity (PBA)?
A. Demand for the services delivered by service providers are directly influenced by PBA
B. IT service providers CANNOT schedule changes until they understand PBA
C. Understanding PBA is the only way to enable accurate service level reporting
D. PBA are based on organizational roles and responsibilities
正解：A
質問 2：
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
A. Service configuration
B. Service transition
C. Service design
D. Service operation
正解：C
質問 3：
The BEST description of an incident is:
A. Any disruption to service whether planned or unplanned
B. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
C. An unplanned disruption of service unless there is a backup to that service
D. An unplanned interruption to service or a reduction in the quality of service
正解：D
質問 4：
Which is the correct definition of a customer facing service?
A. A service that cannot be allowed to fail
B. One which is not covered by a service level agreement
C. A service not directly used by the business
D. One which directly supports the business processes of customers
正解：D
質問 5：
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Defining measurable targets
B. Implementing service and process improvements
C. Reviewing measurements and metrics
D. Creating a baseline
正解：A
質問 6：
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Release management
B. Capacity management
C. Design coordination
D. Availability management
正解：C
質問 7：
Within service design, what is the key output handed over to service transition?
A. Service design package
B. Service portfolio design
C. Process definitions
D. Measurement, methods and metrics
正解：A
質問 8：
Which of the following are types of service defined in ITIL?
1 . Enabling
2 . Core
3 . Enhancing
4 . Computer
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only
正解：A
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