学习资料： ITIL培训基地专家讲堂直播 300期视频回放

24. Conflict resolution techniques that may be used on a project include:
A. Withdrawing, compromising, controlling, and forcing.
B. Controlling, forcing, smoothing, and withdrawing.
C. Confronting, compromising, smoothing, and directing.
D. Smoothing, confronting, forcing, and withdrawing.

25. It is critical for your company to offer its products on the Internet to increase its market share. The company has no previous experience in this area, but it believes that knowledge is needed rapidly. As you have shown an interest in the Internet, you are asked to start planning for this project. What is the FIRST step to take as you begin planning?
A. Identify the risks.
B. Plan the scope.
C. Establish a resource plan.
D. Complete a cost and schedule estimate.

26. Effective stakeholder management includes all of the following project elements EXCEPT:
A. Clear requirements definition.
B. Scope change control.
C. Timely status information.
D. Frequent cost reports.

27. A likely result of using "compromise" to resolve a two-party conflict is:
A. Lose-lose.
B. Win-lose.
C. Win-win.
D. Lose-win.

28. As part of the quality audit, the scope statement is checked against the work results to ensure the conformance to the customer requirements. The results should be documented and used for:
A. Estimating future projects.
B. Changing the project scope.
C. Defining future project tasks.
D. Validating the quality process.

29. A generally accepted method to confirm accuracy of task progress is through:
A. Earned value.
B. Probability vs. outcome.
C. Maximum ceiling.
D. Work breakdown structure.

30. Which of the following techniques is used to control the project schedule?
A. Pareto diagram
B. Performance measurement
C. Parametric modeling
D. Statistical sampling

31. Pareto analysis, cause and effect, and flow charts are all tools used in quality:
A. Control.
B. Benchmarking.
C. Planning.
D. Verification.

32. Elements of changing a project schedule include all of the following EXCEPT:
A. Obtain the appropriate levels of approval.
B. Submit the appropriate change requests.
C. Evaluate the impact of a change to the schedule.
D. Adjust the project end date to the schedule variance.

33. An individual’s willingness to take a risk can be determined by:
A. Decision tree modeling.
B. Monte Carlo method.
C. Sensitivity analysis.
D. Utility function.

34. All of the following assist in determining the impact of a scope change EXCEPT:
A. Project charter.
B. Baseline.
C. Performance measurement.
D. Milestones.

35. A project was estimated to cost $1.5 million and scheduled to last six months. After three months, the earned value analysis shows the following:
BCWP = $650,000
BCWS = $750,000
ACWP = $800,000
What are the schedule and cost variances?
A. SV= +$100,000 / CV= +$150,000
B. SV= +$150,000 / CV= -$100,000
C. SV= -$50,000 / CV= +$150,000
D. SV= -$100,000 / CV= -$150,000

36. Configuration management is a technique for:
A. Overall change control.
B. Project plan execution.
C. Scope planning.
D. Risk quantification.

37. Scope change control MUST be integrated with all of the following control processes EXCEPT:
A. Schedule.
B. Cost.
C. Procurement.
D. Quality.

38. Reviewing work products and results to ensure that all were completed satisfactorily and formally accepted is part of:
A. Risk management.
B. Quality control.
C. Change control management.
D. Scope verification.

39. Risk response development is intended to:
A. Create steps to identify project risks.
B. Formulate strategies for dealing with adverse events.
C. Construct a list of previous project risks.
D. Develop measurements to quantify project risks.

40. Due to cuts in fun**, your project has been terminated. The scope verification process:
A. Should be delayed until the project is completed.
B. Should determine the correctness of the work results.
C. Should establish and document the level and extent of completion.
D. Will form the basis of the project audit.

41. During the contract close-out, the project manager needs to document the:
A. Formal acceptance.
B. Statement of work.
C. Payment schedule.
D. Change control procedure.

42. You've been engaged to manage a project. The estimated cost of the project is $1,000,000. The project sponsor has approved this amount. Your earned value calculations indicate that the project will be completed on time and under budget by $200,000. Based on this calulation, your personal profit will decrease by $2,000. At the completion of this project, the project manager will document and archive all project information. This information may be used for future projects in all areas EXCEPT:
A. Estimating durations.
B. Administering contracts.
C. Resolving conflicts.
D. Allocating resources.

43. A KEY activity in closing out a project is to:
A. Disseminate status reports and risk assessments.
B. Disseminate information to formalize project completion.
C. Monitor the specific project results to determine if they comply with relevant quality standards.
D. Transfer all the project records to the project owners.

44. You've been engaged to manage a project. The estimated cost of the project is $1,000,000. The project sponsor has approved this amount. Your earned value calculations indicate that the project will be completed on time and under budget by $200,000. Based on this calulation, your personal profit will decrease by $2,000. Given the estimated decrease in personal profit, what action should you take?
A. Invoice for the full $1,000,000 based on the contract.
B. Add tasks to improve the outcome and increase the actual project cost.
C. Inform the end-user that you can add features to the project in order to use the entire budget.
D. Communicate the projected financial outcome to the project sponsor.

45. You are buil** a water treatment facility. Routine tests reveal that there are contaminants in the water but that they have an extremely low risk for causing any sickness. As the project manager, you should:
A. Inform the public that a detailed examination has been ordered to determine the extent to which the problem exists.
B. Do nothing because there is extremely low risk for sickness except for some effects on small children and the elderly.
C. Tell the public there is no problem, except for small children and the elderly who need to boil the water before drinking.
D. Educate the public about the advances on water treatment technology and the industry efficiency and safety record.

46. A KEY activity for achieving customer satisfaction is to define:
A. The business use.
B. Requirements.
C. Product specificity.
D. Change control.

47. When it appears that a design error will interfere with meeting technical performance objectives, the PREFERRED response is to:
A. Decrease the performance value to equal the assessed value.
B. Develop alternative solutions to the problem.
C. Increase the specified value to set a new performance goal.
D. Reduce the overall technical complexity of the project.

48. The disorientation experienced by people who suddenly find themselves living and working in a different environment is known as:
A. Culture shock.
B. Sociocentrism.
C. Temporal shock.
D. Ethnocentrism.

49. What is the MOST effective process to ensure that cultural and ethical differences do not impede success of your multi-national project?
A. Co-locating
B. Training
C. For**
D. Tea**

50. Negotiating across international cultures involves mutual interdependence between parties. The negotiating MUST be conducted in an atmosphere of:
A. Mutual trust and cooperation
B. Generalities and vagueness
C. Sincerity and compassion
D. Uncertainty and caution

跟大家交流一个ITIL的概念吧：ITIL培训报名时IT服务人员为参加ITIL培训而通过电话或者互联网的模式向培训机构进行报名，ITIL培训基地通过不定期的组织ITIL培训报名来组团进行培训，从而为培训人员节省一定的费用，同时ITIL培训基地通过每周四的ITIL讲堂进行ITIL知识的传播，为广大IT服务人员服务。

跟大家交流一个ITIL的概念吧：在企业完成其信息化系统建设以后，整个系统软硬件平台进入了运行状态，企业信息化部门或者IT服务的合作伙伴制定相关的管理办法，对系统运行环境、业务系统进行维护管理，这就是IT运维管理。IT运维管理包含了设备管理、数据/存储/容灾管理、业务管理、目录/内容管理、资源资产管理、信息安全管理、日常工作管理。IT运维可以由企业内部的IT部门或者外包给具有合适能力的IT服务公司。