itilfoundationv3考练习题库.docVIP

EX0-101 ITIL Foundation v.3 Exam A QUESTION 1 What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)? A. Return On Investment (ROI), Value On Investment (VOI), quality B. Strategic, tactical and operational C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities D. Technology, process and service Answer: D QUESTION 2 Which of the following is NOT a valid objective of Problem Management? A. To prevent Problems and their resultant Incidents B. To manage Problems throughout their lifecycle C. To restore serv