ITIL4 认证考试真题及答案

此套题目是2019年6月份的ITIL4 基础认证的考题，基本上掌握这些内容基础认证问题就不大了，文末可下载答案和电子版本,供大家参考学习：

1. Which guiding principle helps to ensure that better information is available for decision making?
   Keep it simple and practical
   Think and work holistically
   Optimize and automate
   Collaborate and promote visibility

2. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
   Information security management
   Monitoring and event management
   Incident management
   Change Control

3. Which describes a standard change?
   A change that needs to be scheduled, assessed and authorized following a defined process
   A change that is typically implemented as a service request
   A high-risk change that needs very thorough assessment
   A change that must be implemented as soon as possible

4. How does information about problems and known errors contribute to ‘incident management’?
   It enables quick and efficient diagnosis of incidents
   It removed the need for regular customer updates
   It removes the need for collaboration during incident resolution
   It enables the reassessment of known errors

5. Which practice owns and manages issues, queries and requests from users?
   Incident management
   Service desk
   Change control
   Problem management

6. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
   An IT asset
   A customer
   A configuration item (CI)
   A user

7. Which stakeholders co-create value in a service relationship?
   Investor and supplier
   Consumer and provider
   Provider and supplier
   Investor and consumer

8. Which describes normal changes?
   Changes that are low-risk and pre-authorized
   Changes that need to be scheduled and assessed following a process
   Changes that are typically initiated as service requests
   Changes that must be implemented as soon as possible

9. What is the expected outcome from using a service value chain?
   Service value streams
   Customer engagement
   Value realization
   The application of practices

10. Which statement about outcomes is CORRECT?
    Outcomes are one or more services that fulfil the needs of a service consumer
    Service providers help service consumers achieve outcomes
    Outcomes help service consumers achieve outputs
    Helping service consumers achieve outcomes reduces service provider costs

11. Which skill is an essential part of the ‘Service level management’ practice?
    Technical knowledge
    Listening
    Diagnosis
    Problem analysis

12. What are the three phases of ‘problem management’?
    Problem logging, problem classification, problem resolution
    Incident management, problem management, change control
    Problem identification, problem control, error control
    Problem analysis, error identification, Incident resolution

13. Which is a purpose of the ‘engage’ value chain activity?
    Meeting expectations for quality, costs and time-to-market
    Providing transparency and good relationships
    Ensuring the continual improvement of services
    Ensuring that the organization’s vision is understood

14. Identify the missing word in the following sentence.
    The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
    Suppliers
    CIs
    Customers
    assets

15. What is described by the service value system?
    How all the components and activities of the organization work together as a system to enable value creation
    Services based on one or more products, designed to address needs of a target consumer group
    Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
    How to apply the systems approach of the guiding principle think and work

16. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
    Problem management
    Supplier management
    Release management
    Service desk

17. What is defined as any component that needs to be managed in order to deliver an IT service?
    A service request
    A configuration item (CI)
    An incident
    An IT asset

18. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
    Progress iteratively with feedback
    Focus on value
    Think and work holistically
    Keep it simple and practical

19. Which TWP statements about the ‘service request management’ practice are CORRECT?

20. Service requests are part of normal service delivery

21. Complaints can be handled as service requests

22. Service request result from a failure in service

23. Normal changes should be handled as service requests
    1 and 2
    2 and 3
    3 and 4
    1 and 4

24. What is an IT asset?
    Any financially valuable component that can contribute to delivery of an IT product or service
    Any component that needs to be managed in order to deliver a service
    A request from a user that initiates a service action
    The removal of anything that could have a direct or indirect effect on services

25. Which dimension includes a workflow management system?
    Organizations and people
    Partners and suppliers
    Information and technology
    Value streams and processes

26. Identify the missing word in the following sentence.
    A service is a means of enabling value co-creation by facilitation outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
    Information
    Costs
    Utility
    Warranty

27. Which of these should be logged and managed as a problem?
    A user requests delivery of a laptop
    A monitoring tool detects a change of state for a service
    Trend analysis shows a large number of similar incidents
    ‘Continual improvement’ needs to prioritize an improvement opportunity

28. In which TWO situations should the ITIL guiding principles be considered?

29. In every initiative

30. In relationships with all stakeholders

31. Only in specific initiatives where the principle is relevant

32. Only in specific stakeholder relationships where the principle is relevant
    1 and 2
    2 and 3
    3 and 4
    1 and 4

33. Which guiding principle recommends coordinating all dimensions of service management?
    Start where you are
    Progress iteratively with feedback
    Think and work holistically
    Keep it simple and practical

34. What is the purpose of the ‘relationship management’ practice?
    To establish and nurture the links between the organization and its stakeholders
    To align the organization’s practices and services with changing business needs
    To set clear business-based targets for service performance
    To support the agreed quality of a service handling all agreed, user-initiated service requests

35. How should the workflow for a new service request be designed?
    Use a single workflow for all types of service request
    Use different workflows for each type of service request
    Avoid workflows for simple service requests
    Leverage existing workflows whenever possible

36. What is the purpose of the ‘information security management’ practice?
    To protect the information needed by the organization to conduct its business
    To observe services and service components
    To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
    To plan and manage the full lifecycle of all IT assets

37. Identify the missing word in the following sentence.
    The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.
    Measurement
    Tools
    Plans
    Process

38. How should automation be implemented?
    By replacing human intervention wherever possible
    By replacing the existing tools first
    By initially concentrating on the most complex tasks
    By optimizing as much as possible first

39. Which activity is part of the ‘continual improvement’ practice?
    Identifying and logging opportunities
    Delivering tactical and operational engagement with customers
    Populating and maintaining the asset register
    Providing a clear path for users to report issues, queries, and requests

40. Which competencies are required by the ‘ service level management’ practice?
    Problem investigation and resolution
    Business analysis and commercial management
    Incident analysis and prioritization
    Balanced scorecard reviews and maturity assessment

33.Which practice uses techniques such as SWOT analysis, balanced scorecard reviews,
And maturity assessments?
Incident management
Problem management
Continual improvement
Service request management

34:Which statement about costs is CORRECT?
Costs imposed on the consumer are costs of service utility
Costs removed from the consumer are part of the value proposition
Costs imposed on the consumer are costs of service warranty
Costs removed from the consumer are part of service consumption

35: What is typically needed to assign complex incidents to support groups?
A self-help tool
The incident priority
A change schedule
The incident category

36: Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
Service level management
Service configuration management
Relationship management
Continual improvement

37: A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
As a change request
As a service request
As an event
As a problem

38: What should be done to determine the appropriate metrics for measuring a new service?
Measuring the performance over the first six months, and basing a solution on the results
Asking customers to provide numerical targets that meet their needs
Asking customers open questions to establish their requirements
Using operational data to provide detailed service reports

39: Which dimension includes activities and workflows?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

40: What should be used to set user expectations for request fulfilment times?
The time that the customer indicates for service delivery
The consumer demand for the service
The time needed to realistically deliver the service
The service levels of the supplier

41: Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Progress iteratively with feedback
Keep it simple and practical
Start where you are
Focus on value

42: Which practice has a purpose that includes ensuring that risks have been properly assessed?
Service configuration management
Problem management
Service level management
Change control

43: When should a full risk assessment and authorization be carried out for a standard change?
Each time the standard change is implemented
When the procedure for the standard change is created
At least once a year
When an emergency change is requested

44: Which statement about emergency changes is CORRECT?
The testing of emergency changes can be eliminated in order to implement the change quickly
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Emergency changes should be authorized and implemented as service requests
Emergency changes must be fully documented before authorization and implementation

45: Which practice coordinates the classification, ownership and communication of service requests and incidents?
Supplier management
Service desk
Problem management
Relationship management

46: What is warranty?
Assurance that a product or service will meet agreed requirements
The amount of money spent on a specific activity or resource
The functionality offered by a product or service to meet a particular need
The perceived benefits, usefulness and importance of something

47: Which is part of service provision?
The management of resources configured to deliver the service
The management of resources needed to consume the service
The grouping of one or more services based on one or more products
The joint activities performed to ensure continual value co-creation

48: Which statement about a ’continual improvement register’ is CORRECT?
It should be managed at the senior level of the organization
It should be used to capture user demand
There should only be one for the whole organization
It should be re-prioritized as ideas are documented

49: What are ‘engage’, ‘plan’ and ‘improve’ examples of?
Service value chain activities
Service level management
Service value chain inputs
Change control

50: Which statement about outcomes is CORRECT?
An outcome can be enabled by more than one output
Outcomes are how the service performs
An output can be enabled by one or more outcomes
An outcome is a tangible or intangible activity

51: Which statement about service desks is CORRECT?
The service desk should work in close collaboration with support and development teams
The service desk should rely on self-service portals instead of escalation to support teams
The service desk should remain isolated from technical support teams
The service desk should escalate all technical issues to support and development teams

52: Which practice updates information relating to symptoms and business impact?
Service level management
Change control
Service request management
Incident management

53: Which is included in the purpose of the ‘design and transition’ value chain activity?
Ensuring that service components are available when needed
Providing transparency and good stakeholder relationships
Supporting services according to specifications
Continually meeting stakeholder expectations for costs

54: Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Change Control
IT asset management
Service desk
Service request management

55: Which is NOT a component of the service value system?
The guiding principles
Governance
Practices
The four dimensions of service management

56: Which statement about the steps to fulfil a service request is CORRECT?
They should be complex and detailed
They should be well-known and proven
They should include incident handling
They should be brief and simple

57: What is defined as a cause, or potential cause, of one or more incidents?
Change
Event
Known error
Problem

58: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Start where you are
Collaborate and promote visibility
Keep it simple and practical
Optimize and automate

59: When should the effectiveness of a problem workaround be assessed?
Whenever the workaround is used
Whenever the problem is resolved
Whenever the workaround becomes a known error
Whenever the problem is prioritized

60: Identify the missing word in the following sentence.
A Change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
Assets
Values
Elements
services

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