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Ruankao Information System Management Engineer (Intermediate) study materials
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Ruankao Information System Management Engineer (Intermediate) practice questions

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Question 1Service operation, configuration, incidents and improvement

In 软考 information-system teaching, which lifecycle phase typically consumes the largest share of total cost of ownership after go-live?

  1. Only the requirements workshop before any code exists
  2. Operation and maintenance (运行维护) of the live system Correct answer.
  3. The one-day go-live cutover window
  4. Printing the original feasibility-study booklet

Explanation

After an information system is in production, operation and maintenance (运行维护) usually dominate cost of ownership: staff, energy, licenses, incidents, changes, and upgrades accumulate for years. A short cutover or an early workshop is not the long-run cost driver the 考试说明 asks managers to monitor.

Question 2Service operation, configuration, incidents and improvement

In PRC informatization teaching used by 软考, 两化融合 primarily refers to integrating which pair?

  1. Informatization and ISO 9001 quality manuals only, with no industry component
  2. Industrialization and agricultural collectivization only, with no IT component
  3. Industrialization and informatization Correct answer.
  4. E-commerce and e-government as if they were the same national slogan

Explanation

两化融合 is the integration of industrialization (工业化) and informatization (信息化). 软考 informatization chapters treat it as a national direction for manufacturing and enterprise systems, not as a substitute slogan for quality manuals, e-commerce, or e-government alone.

Question 3Service operation, configuration, incidents and improvement

An enterprise wants one integrated system for finance, inventory, and production planning. In 软考 informatization teaching, which class of application is that primarily?

  1. A departmental spreadsheet that never shares data with finance or inventory
  2. Supply chain management (SCM) focused on suppliers and logistics only
  3. Customer relationship management (CRM) focused on post-sale tickets only
  4. Enterprise resource planning (ERP) Correct answer.

Explanation

ERP (企业资源计划) integrates core enterprise resources such as finance, inventory, and production planning. 软考 informatization material groups ERP with CRM and SCM as typical enterprise applications; do not pick CRM or SCM when the stem is internal resource integration.

Question 4Service operation, configuration, incidents and improvement

Which statement best matches 软考 teaching on 电子政务 (e-government)?

  1. E-government uses information systems to support government services, internal administration, and public access to government information Correct answer.
  2. E-government is identical to 电子商务 (e-commerce) for private online retail
  3. E-government forbids any use of computers in public agencies
  4. E-government is only the internal OA mailbox of one bureau, with no public services

Explanation

电子政务 is government informatization: using information systems for public services, internal administration, and information disclosure. It is not the same as 电子商务 (private commercial trade) and is not limited to one internal mailbox.

Question 5Service operation, configuration, incidents and improvement

A manufacturer wants a system focused on supplier orders, logistics, and inbound materials rather than post-sale tickets. Which application class is the best fit in 软考 teaching?

  1. Customer relationship management (CRM) for post-sale tickets
  2. Supply chain management (SCM) Correct answer.
  3. Office automation (OA) for internal document workflow only
  4. A standalone shop-floor MES with no supplier or logistics model

Explanation

SCM (供应链管理) addresses suppliers, logistics, and material flow. CRM emphasizes customer relationships and post-sale interaction; OA is internal office workflow; MES is manufacturing execution without the supplier network the stem asked for.

Question 6Service operation, configuration, incidents and improvement

Users cannot state stable requirements and want a visible early version to react to. At the 了解 level of IS development methods in the 考试说明, which approach is more appropriate than a rigid single-pass waterfall?

  1. Delete the data dictionary so nobody can describe data
  2. Refuse any user contact until after final acceptance
  3. Prototype (or iterative throwaway/prototype) development to clarify requirements Correct answer.
  4. Ship untested production binaries on day one with no feedback loop

Explanation

The 考试说明 only requires 了解 of development process and methods. When requirements are unclear, prototype or iterative approaches expose a working sketch so users can refine needs. Waterfall assumes relatively stable requirements up front; refusing contact or shipping blind contradicts that learning goal.

Question 7Service operation, configuration, incidents and improvement

In 软考 information-system architecture teaching, separating a customer-facing web app, a shared customer database, and the underlying servers/network is primarily a split of which layers?

  1. Only a branding/style guide with no data or infrastructure view
  2. Only the OSI seven layers treated as enterprise architecture
  3. Only software-development lifecycle phases with no run-time platform view
  4. Application, data, and technology (infrastructure) views Correct answer.

Explanation

A common architecture split used in informatization teaching is application architecture, data architecture, and technology/infrastructure architecture. The web app, the database, and the servers/network map to those views. OSI layers and SDLC phases are related IT models but not this three-view split.

Question 8Service operation, configuration, incidents and improvement

Which distinction best matches 软考 teaching on 信息系统治理 versus day-to-day 信息系统管理?

  1. Governance sets direction, accountability, and decision rights; management executes plans, operations, and controls inside that framework Correct answer.
  2. Governance is only writing SQL; management is only swapping disks
  3. They are identical words with no difference in any 软考 tutorial
  4. Management forbids monitoring, while governance forbids any policy

Explanation

The 2024 信息系统管理工程师 tutorial includes 信息系统治理 as a chapter distinct from operational management. Governance (治理) concerns decision rights, accountability, and alignment with enterprise goals; management (管理) implements monitoring, service, and resource control inside that frame. SQL/disk tasks are operations work, not the governance/management distinction.

Question 9Service operation, configuration, incidents and improvement

An information-system manager is asked to report 运营成本 for a payroll system. Which cost set matches the 考试说明 duty to monitor operating cost rather than only the original hardware invoice?

  1. Only the purchase price of the first server, ignoring licenses, power, and operators
  2. Recurring licenses, facilities/energy, operations staff, vendor support, and consumables used to keep the system running Correct answer.
  3. Only the original data-center construction cost from a decade ago
  4. Only marketing-campaign spend with no IS licenses or operators

Explanation

The 考试说明 requires monitoring 运营成本 (operating cost), not only capital purchase. Operating cost includes recurring licenses, energy/facilities, operations staff, support contracts, and consumables. Decade-old construction and marketing campaigns are not this system's opex.

Question 10Service operation, configuration, incidents and improvement

Which monitoring set is the closest restatement of the official 考试说明 for a qualified 信息系统管理工程师?

  1. Monitor only last year's project Gantt chart
  2. Monitor only source-code commit counts from the development team
  3. Monitor and evaluate function and performance, daily use, related resources, operating cost, and security, and provide user technical support Correct answer.
  4. Refuse all monitoring because monitoring is 'project management only'

Explanation

The 考试说明 says qualified personnel can monitor, manage, and evaluate the information system's functions and performance, daily application, related resources, operating cost, and security, and provide technical support to users. Commit counts and old Gantt charts are not that list; monitoring is core to this qualification.

Question 11Service operation, configuration, incidents and improvement

Relative to OS install/config/maintain (掌握) in the official 考试说明, how is '信息系统开发的基本过程与方法' specified?

  1. As a thesis-only senior paper with no intermediate relevance
  2. As the only 掌握 topic, replacing all operations knowledge
  3. As forbidden content that must never appear
  4. 了解 (familiarity) only - not the same mastery verb as OS/DBMS/network operations Correct answer.

Explanation

The 考试说明 uses 了解 for development process and methods, while OS install/config/maintain is 掌握 and DBMS/network operations are 熟悉/理解. Treat development methods as overview (lifecycle, common methods), not as a substitute for run management.

Question 12Service operation, configuration, incidents and improvement

In ITSS (信息技术服务标准) teaching used by 软考, the four composition elements of an IT service are which set?

  1. People, process, technology, and resource (人员、过程、技术、资源) Correct answer.
  2. Plan, do, check, and act - as if PDCA replaced the ITSS four elements
  3. Hardware, software, network, and database - as if those were the ITSS four elements
  4. Only technology and resource, with people and process left implicit

Explanation

ITSS models an IT service as people, process, technology, and resource (PPTR). 软考 IT-service chapters use this four-element view. PDCA is a continual-improvement cycle, not PPTR. Hardware/software/network/database are technical layers, not the ITSS composition elements.

Question 13Service operation, configuration, incidents and improvement

In 软考 IT-service teaching, the 服务台 (service desk) is primarily designed to be which of the following for users?

  1. The problem-management function that only writes root-cause reports
  2. A single point of contact (单一联系点) to record and route incidents and service requests Correct answer.
  3. The change-advisory meeting that only authorizes production changes
  4. A monitoring probe that never records a user ticket

Explanation

The service desk is the single point of contact: users report incidents and requests there so work is recorded, prioritized, and routed. Problem management, CAB/change authorization, and silent probes are different functions.

Question 14Service operation, configuration, incidents and improvement

A 服务级别协议 (SLA) in 软考 IT-service teaching is primarily an agreement about which of the following?

  1. The CMDB naming convention for configuration items
  2. The internal operator shift roster with no customer metrics
  3. Measurable service levels (such as availability or response time) agreed with the customer Correct answer.
  4. A promise that no metrics will ever be reviewed

Explanation

An SLA (服务级别协议) records agreed, measurable service levels with the customer - typically availability, response, or restoration targets - so results can be assessed. The 考试说明 also expects the engineer to establish service-quality standards and evaluate service results. Shift rotas and CI naming are not SLAs.

Question 15Service operation, configuration, incidents and improvement

软考 continuous-improvement teaching commonly uses the Deming/PDCA cycle. After checking that a new backup job misses a database, which PDCA step is applying a corrected job definition and updated run-book?

  1. Skip planning any future backup because checking already happened
  2. Ignore the check and freeze the broken job forever
  3. Delete all backups because one job was wrong
  4. Act (处理) - standardize or correct based on the check Correct answer.

Explanation

PDCA is Plan, Do, Check, Act. Finding the miss is Check; putting a corrected job and run-book in place so the improvement sticks is Act. Destroying backups or refusing future planning is not PDCA.

Question 16Service operation, configuration, incidents and improvement

Daily run monitoring of a business-critical application should include which resource set first?

  1. CPU, memory, disk, and network utilization and errors on the hosts that run the service Correct answer.
  2. Only the count of open change tickets, ignoring host telemetry
  3. Only last year's closed project Gantt chart
  4. Only the default printer name on one workstation

Explanation

Run management watches the resources that determine function and performance: CPU, memory, storage, and network, plus application/service availability. Change-ticket counts, old Gantt charts, and printer names are not the first host-resource monitors.

Question 17Service operation, configuration, incidents and improvement

ITSS describes an IT-service lifecycle that 软考 service-management teaching commonly sequences as which of the following (without inventing ITIL process numbers)?

  1. Only software coding, with no service operation or improvement
  2. Planning and design, deployment, service operation, continual improvement, and supervision Correct answer.
  3. Only hardware unboxing, with no planning or supervision
  4. Only annual certificate printing, with no operation stage

Explanation

ITSS teaching uses a lifecycle covering planning/design, deployment/implementation, service operation, continual improvement, and supervision. Coding-only, unboxing-only, or certificate-only sequences omit the service-operation stages 软考 IT-service material names.

Question 18Service operation, configuration, incidents and improvement

Which pair correctly identifies the usual 软考 correspondence between a Chinese national IT-service-management standard and its international counterpart?

  1. ISO/IEC 20000 is only a quality-manual synonym for ISO 9001
  2. GB/T 24405 is the same as GB/T 22239 (等保) with no ITSM content
  3. GB/T 24405 corresponds to ISO/IEC 20000 IT service management Correct answer.
  4. There is no Chinese standard related to IT service management

Explanation

GB/T 24405 is the Chinese national standard series for IT service management, corresponding to ISO/IEC 20000. 软考 IT-service teaching cites it alongside domestic ITSS. GB/T 22239 is 等保, not ITSM; ISO 9001 is quality management, not ISO 20000.

Question 19Service operation, configuration, incidents and improvement

Availability of a repairable service is commonly estimated as MTBF / (MTBF + MTTR). If mean time between failures is 720 hours and mean time to restore is 8 hours, which availability is correct?

  1. Exactly 8 / 720 ≈ 1.1% as 'availability'
  2. Exactly 8%
  3. Exactly 50%
  4. About 98.9% Correct answer.

Explanation

Availability A = MTBF / (MTBF + MTTR) = 720 / (720 + 8) = 720/728 ≈ 0.9890, about 98.9%. Using MTTR alone or MTTR/MTBF as 'availability' inverts the meaning: those describe downtime share, not availability.

Question 20Service operation, configuration, incidents and improvement

A finance system may lose at most 15 minutes of committed transactions after a disaster, and the business must be usable again within 4 hours. Which pair names those targets?

  1. RPO 15 minutes and RTO 4 hours Correct answer.
  2. RPO 4 hours and RTO 15 minutes
  3. MTBF 15 minutes and MTTR 4 hours
  4. DHCP lease time 15 minutes and DNS TTL 4 hours

Explanation

RPO (recovery point objective) is the maximum tolerable data loss, here 15 minutes. RTO (recovery time objective) is the maximum time to restore service, here 4 hours. Swapping RPO/RTO is the common trap. MTBF/MTTR and DHCP/DNS times are different metrics.

Question 21Service operation, configuration, incidents and improvement

Capacity management for a growing online-order system is primarily about which outcome?

  1. Buying the largest SAN on the market with no demand forecast
  2. Ensuring processing, storage, and network capacity meet agreed demand without chronic saturation Correct answer.
  3. Deleting capacity metrics so saturation cannot be seen
  4. Forcing all users onto a single overloaded core 'to save money' with no plan

Explanation

Capacity management matches resource capacity to demand so performance and availability stay inside agreed service levels. Blind purchases, hiding metrics, or unplanned overload contradict that goal.

Question 22Service operation, configuration, incidents and improvement

Which pair is the core of information-system continuity / disaster-recovery preparation in 软考 run-management teaching?

  1. Deleting the only backup 'to free disk' the day before an audit
  2. A DR policy document that was never restore-tested
  3. Usable backups plus a tested way to restore service (including people, data, and an alternate path if the site fails) Correct answer.
  4. Unplugging UPS units so a power blip always crashes the database

Explanation

Continuity needs recoverable data and a tested restoration path - backups, restore procedures, people, and often an alternate site or failover. Untested documents, deleting the only backup, or removing UPS protection undermine continuity.

Question 23Service operation, configuration, incidents and improvement

A 服务目录 (service catalog) is primarily used to do which of the following?

  1. Record only employee training hours
  2. List every CI in the CMDB as if configuration items were customer-facing services
  3. Replace the SLA with a hardware inventory list
  4. List the IT services offered to customers, with a clear description of each service Correct answer.

Explanation

A service catalog tells customers which IT services exist and what each service is. It supports request and SLA conversations. A CMDB lists CIs, not the customer service catalog; inventory and training hours are not the catalog.

Question 24Service operation, configuration, incidents and improvement

MTTR is best described as which quantity?

  1. Mean time to restore (or repair) service after a failure Correct answer.
  2. Mean time between failures of a stable service
  3. Maximum transmission unit of an Ethernet frame
  4. Mean time to detect an incident in the SIEM only

Explanation

MTTR is mean time to restore/repair - how long recovery takes after failure. MTBF is mean time between failures. MTU is a network frame-size limit. Detection time is not MTTR.

Question 25Service operation, configuration, incidents and improvement

A full database export that heavily loads I/O is scheduled on a production OLTP system. Which scheduling choice matches 软考 run-management teaching?

  1. Start it at peak business hours with no notice
  2. Run it in an agreed maintenance/low-load window, with monitoring and a rollback/abort path Correct answer.
  3. Run it on the primary with no backup of the backup job definition
  4. Disable all monitoring so load spikes cannot be seen

Explanation

Heavy maintenance jobs belong in agreed idle or maintenance windows, with monitoring so they can be stopped if they harm the service. Peak-hour surprise jobs, missing job definitions, and blind monitoring are poor run practice.

Question 26Service operation, configuration, incidents and improvement

After a difficult incident is restored with a workaround, what should run management put in the knowledge base?

  1. Only the incident number with no symptom or workaround text
  2. Nothing, because memory is enough
  3. The symptom, workaround, and any known-error notes so the next 运行管理员 can reuse them Correct answer.
  4. The production password in clear text on a public page

Explanation

Knowledge management captures symptoms, workarounds, and known-error information so the service desk and 运行管理员 can restore faster next time. Empty tickets, memory-only notes, and published passwords fail that purpose or create security issues.

Question 27Service operation, configuration, incidents and improvement

A user phones because a report is slow. Which first action matches service-desk / run-management practice?

  1. Wipe the database to 'make it faster'
  2. Change production indexes immediately with no ticket and no change record
  3. Hang up because slowness is 'not an incident'
  4. Record the ticket, capture symptoms and business impact, then diagnose or escalate along the run-book Correct answer.

Explanation

User-visible degradation is an incident (or at least a recorded service event). The desk records impact and symptoms first, then follows the run-book. Unlogged production changes, refusing to record, or destroying data are incorrect.

Question 28Service operation, configuration, incidents and improvement

On IaaS, the customer typically still manages which layer that a SaaS customer usually does not patch themselves?

  1. Guest operating system, middleware, and application on the rented virtual machines Correct answer.
  2. The cloud provider's worldwide physical buildings exclusively
  3. The provider's hypervisor source code exclusively
  4. Nothing at all, because IaaS means zero customer operations

Explanation

IaaS delivers infrastructure; the customer still installs, patches, and operates the guest OS, middleware, and applications. SaaS shifts most of that stack to the provider. The 2024 tutorial includes 云服务及其运营管理, so shared-responsibility thinking is in scope. Customers do not take over the provider's buildings or hypervisor solely by renting VMs.

Question 29Service operation, configuration, incidents and improvement

In 数据中心管理 teaching, a UPS (uninterruptible power supply) is primarily intended to do which of the following?

  1. Replace all network switches
  2. Bridge short power interruptions and allow orderly shutdown or generator takeover Correct answer.
  3. Encrypt application source code
  4. Act as the only backup of the database

Explanation

A UPS covers short power loss and gives time for generators or graceful shutdown so disks and OS are not crashed dirty. It is not a switch, a compiler-encryptor, or a substitute for data backup.

Question 30Service operation, configuration, incidents and improvement

The 考试说明 says qualified personnel can establish service-quality standards and evaluate service results. Which evaluation is aligned with that duty?

  1. Evaluate only whether the SLA document was signed before the service went live
  2. Ignore all measurements because 'quality is a feeling'
  3. Compare actual availability and response-time records against the agreed SLA/targets and raise actions for misses Correct answer.
  4. Punish users for reporting misses instead of fixing the service

Explanation

Evaluating service results means comparing measured outcomes with agreed standards (SLA/quality targets) and driving improvement. Feelings, cover fonts, and blaming reporters do not evaluate the service.

Question 31Service operation, configuration, incidents and improvement

A service has MTBF = 199 hours and MTTR = 1 hour. Which statement is correct?

  1. Availability cannot use MTBF and MTTR at all
  2. Availability is 1/199 ≈ 0.5%
  3. Availability is 1/200 = 0.5%
  4. Availability is 199/200 = 99.5% Correct answer.

Explanation

A = MTBF / (MTBF + MTTR) = 199 / 200 = 99.5%. 1/199 or 1/200 describe downtime ratios, not availability. 软考 run-management items use this relationship when discussing 可用性.

Question 32Service operation, configuration, incidents and improvement

Finance asks why last quarter's IS 'cost' rose while no servers were purchased. Which explanation matches 运营成本 monitoring in the 考试说明?

  1. Operating cost can rise from licenses, overtime incident work, extra WAN usage, or vendor support even when capex is flat Correct answer.
  2. Operating cost can only change if a new server invoice exists
  3. Operating cost is illegal to monitor
  4. Operating cost is identical to the original building purchase in year one

Explanation

The 考试说明 lists 运营成本 as something to monitor independently of one-time equipment buy. Staff overtime, licenses, circuits, and support contracts move opex while capex stays flat. Monitoring cost is required, not illegal, and it is not the same as the building's original price.

Question 33Service operation, configuration, incidents and improvement

Which action best implements '建立服务质量标准并对服务的结果进行评估' from the 考试说明?

  1. Declare the service excellent in the annual report with no measured targets
  2. Publish measurable targets (for example availability and incident response), collect actuals, and review gaps with improvement actions Correct answer.
  3. Assess only whether the logo looks modern
  4. Stop collecting tickets so results look perfect

Explanation

Standards must be measurable and results must be compared with those standards. Posters, logos, and hiding tickets avoid evaluation rather than performing it.

Question 34Service operation, configuration, incidents and improvement

The 考试说明 requires planning and implementing 新旧系统的转换 (old-to-new conversion). Which cutover approach keeps the old system running in parallel so a failed new system can still serve users?

  1. Deleting both systems on the same night
  2. Direct/plunge cutover with immediate decommission and no fallback
  3. Parallel cutover (并行转换) Correct answer.
  4. Never converting and never documenting the risk

Explanation

Parallel conversion runs old and new together so traffic can fall back if the new system fails. Direct cutover is faster and cheaper but riskier. Destroying both systems or refusing to plan contradicts the 考试说明 conversion duty.

Question 35Service operation, configuration, incidents and improvement

During a new system's analysis/design review, the 考试说明 role of the information-system management engineer is closest to which of the following?

  1. Cancel security requirements to speed coding
  2. Forbid any operations person from speaking
  3. Rewrite the compiler of the programming language in use
  4. Represent users and system managers to comment on analysis and design, not to silently skip operations concerns Correct answer.

Explanation

The 考试说明 says qualified personnel can participate in development and, representing users and system managers, comment on analysis and design. That is an operations/user-advocate review, not compiler authorship or dropping security.

Question 36Service operation, configuration, incidents and improvement

Before switching users to a new release, which activity matches the 考试说明 duty to plan and implement 运行测试?

  1. Run agreed operational tests (backup/restore, monitoring, fail paths, and access) in a production-like environment and record results Correct answer.
  2. Skip all tests because developers said 'it works on my laptop'
  3. Test only the marketing screenshots
  4. Go live first and invent tests after the first outage

Explanation

运行测试 is operational testing of the live-run concerns: backup, monitoring, failover, and access, in a representative environment, with records. Laptop anecdotes, screenshots, and post-outage invention are not that plan.

Question 37Service operation, configuration, incidents and improvement

Which statement about backups in daily run management is correct?

  1. Backups replace the need for any incident process
  2. Backups are a run-management control and must be restore-tested; a copy that cannot be restored is not protection Correct answer.
  3. Backups make change authorization unnecessary
  4. Backups should be stored only on the same disk as the original with no copy

Explanation

Backup is a core run control, but only restore-tested copies protect RPO. Backups do not replace incident or change processes. A same-disk-only copy dies with the disk.

Question 38Service operation, configuration, incidents and improvement

The 2024 信息系统管理工程师 tutorial includes 桌面与外设管理. Which practice belongs there?

  1. Issuing unsigned kernel drivers from random USB sticks as policy
  2. Designing a new CPU instruction set
  3. Asset tagging, standard images, patching, and remote support of user PCs and printers Correct answer.
  4. Ignoring printer failures because desktops are 'not information systems'

Explanation

Desktop and peripheral management covers endpoints and office devices: inventory, images, patches, and support. CPU ISA design is hardware engineering; random USB drivers and ignoring printers contradict that chapter's intent.

Question 39Service operation, configuration, incidents and improvement

A team moves an application to IaaS VMs and then stops OS patching 'because it is in the cloud.' Which judgment is correct?

  1. Incorrect only because printers cannot be virtualized
  2. Correct: IaaS always includes SaaS-style full-stack patching
  3. Correct: Cloud customers must never apply patches
  4. Incorrect: IaaS leaves guest-OS and application patching with the customer unless a higher-level managed service is contracted Correct answer.

Explanation

Shared responsibility on IaaS keeps guest OS, middleware, and app patching with the customer. Assuming SaaS-style provider patching on raw VMs leaves known vulnerabilities. Printer virtualization is irrelevant to that error.

Question 40Service operation, configuration, incidents and improvement

The primary goal of 事件管理 (incident management) in 软考 teaching is which of the following?

  1. Restore normal service operation as quickly as practicable Correct answer.
  2. Complete a research paper on root cause before any restore attempt
  3. Punish the user who reported the outage
  4. Delete the CMDB so no one can see affected items

Explanation

Incident management restores service quickly. Root-cause analysis belongs to 问题管理 and may continue after restore. Punishing reporters and destroying the CMDB work against restoration and learning.

Question 41Service operation, configuration, incidents and improvement

The primary goal of 问题管理 (problem management) is which of the following?

  1. Restore the service in the next 30 seconds with no record
  2. Find and remove (or permanently mitigate) the root cause of one or more incidents Correct answer.
  3. Rename all servers every hour
  4. Disable the service desk

Explanation

Problem management investigates root cause, often after or alongside restore, to prevent recurrence. Instant restore without a record is incident work done badly; renaming servers or killing the desk does not find root cause.

Question 42Service operation, configuration, incidents and improvement

A 运行管理员 wants to edit a production firewall rule 'quickly.' Which change-management judgment is correct?

  1. Firewall rules are exempt from change control by definition
  2. Any spoken request is enough, with no record
  3. Production changes need authorization (and a record); emergency paths still record and review after the fact Correct answer.
  4. Only hardware swaps need change control, never software or rules

Explanation

变更管理 exists to authorize and record changes that can affect service. Emergency changes may use an expedited path but are still recorded and reviewed. Spoken-only, 'exempt firewall,' or 'hardware only' rules are not 软考 change teaching.

Question 43Service operation, configuration, incidents and improvement

A configuration item (CI) recorded in a CMDB is best described as which of the following?

  1. A random log line with no identity
  2. Any unlabeled spare disk that was never recorded
  3. A user's password-reset request ticket
  4. A tracked object under configuration control (for example a server, application, or document) with identity and status Correct answer.

Explanation

A CI is an identified, controlled object in the configuration management system/CMDB, with status and relationships. Unrecorded spares, service-request tickets, and anonymous log lines are not CIs.

Question 44Service operation, configuration, incidents and improvement

A user asks for a standard mailbox quota increase that is in the service catalog. In 软考 service teaching this is primarily which type of work?

  1. A service request, not a failure incident Correct answer.
  2. A disaster-recovery invocation
  3. A problem record that replaces the request
  4. A security incident requiring full forensic imaging first

Explanation

Catalogued, authorized user asks (password reset, quota, access within policy) are service requests. They are not automatically DR events, problem records, or forensics cases unless something else is wrong.

Question 45Service operation, configuration, incidents and improvement

Service is restored using a temporary parameter tweak while a vendor patch is pending. What is that tweak in 软考 incident/problem teaching?

  1. Proof that no problem record is ever needed
  2. A workaround, which should be documented until a permanent change removes the root cause Correct answer.
  3. A reason to skip all future patches
  4. A substitute for backups

Explanation

A workaround restores service without fully removing root cause. It should be documented (often as a known error) until a permanent change. It does not cancel problem management, patching, or backups.

Question 46Service operation, configuration, incidents and improvement

A 已知错误 (known error) is best described as which of the following?

  1. A change that was never authorized
  2. Any incident that was never logged
  3. A problem whose root cause is known, typically with a documented workaround Correct answer.
  4. A CI with no name

Explanation

A known error is a problem with identified root cause, usually plus a workaround, so the desk can restore faster. It is not an unlogged incident, an unauthorized change, or an unnamed CI.

Question 47Service operation, configuration, incidents and improvement

A production outage requires an emergency parameter change at 02:00. Which statement is correct?

  1. Restore service by deleting the incident ticket instead of changing the parameter
  2. Change anything with no record because it is night
  3. Wait until the next quarterly CAB even if the service stays down
  4. Use the emergency-change path, still record what changed, and review after service is stable Correct answer.

Explanation

Emergency changes exist so restore is not blocked by a slow normal path, but they are still recorded and reviewed. Night is not an excuse for no record; waiting all quarter while down fails incident goals; deleting tickets hides the event.

Question 48Service operation, configuration, incidents and improvement

In 软考 configuration-audit teaching, a functional configuration audit primarily checks which of the following?

  1. Whether the CI's actual functions/performance match the specified requirements Correct answer.
  2. Whether the physical box is on the correct shelf, regardless of functions
  3. Whether every change this year was approved by finance only
  4. Whether last month's incident SLA was met

Explanation

Functional configuration audit checks consistency of actual functions/performance with specified requirements. Physical configuration audit checks completeness of the physical/deliverable set against what should exist. Finance approval and incident SLA are different controls.

Question 49Service operation, configuration, incidents and improvement

In 软考 configuration-item status teaching, a CI that has just been created and not yet passed review is typically in which status?

  1. 正式 (baselined/official) without review
  2. 草稿 (draft) Correct answer.
  3. 已退役 with no creation record
  4. 变更中 because all new CIs are changes

Explanation

软考 configuration teaching uses 草稿 → 正式 (after review) → 修改 (when opened for change). A newly created, unreviewed CI is 草稿. It is not already 正式, already retired, or automatically 'in change' without a change record.

Question 50Service operation, configuration, incidents and improvement

Relative to 变更管理, 发布管理 is primarily about which of the following?

  1. Hiding deployed changes from the CMDB
  2. Inventing extra changes that were never authorized
  3. Packaging authorized changes and deploying them into the live environment in a controlled way Correct answer.
  4. Replacing incident restore with a marketing announcement

Explanation

Release management takes authorized changes and puts them into production as a controlled package (with back-out). It does not authorize extra scope, hide CMDB updates, or substitute for incident restore.