ITSM20F.EN試験無料問題集（135題）「EXIN IT Service Management Foundation based on ISO/IEC 20000 認定」

出題：1

A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A. A developed application

B. A Configuration Item

C. A deployed infrastructure

D. A Service

正解：B 解答を投票する

出題：2

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A. Documentation should be protected from damage due to IT related disasters.

B. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

C. Documentation should be kept at least five years for auditing purposes.

D. Documentation should be stored at a central place and be only accessible via procedures

正解：A 解答を投票する

出題：3

What best describes the term Mean Time Between Failures (MTBF)?

A. the average downtime

B. the agreed failure-free interval

C. the average failure-free interval

D. the agreed downtime

正解：C 解答を投票する

出題：4

What is an example of a Configuration item (CI)?

A. Location of a server

B. Service catalogue

C. Serial number

D. Name of the supplier of an Underpinning contract (UC)

正解：B 解答を投票する

出題：5

What is the most common process that is associated with the Service Desk?

A. Service Level Management

B. Incident Management

C. Change Management

D. Configuration Management

正解：B 解答を投票する

出題：6

One of the activities of Capacity management involves making evaluations and predictions regarding the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite hardware networks, databases, etc.
and the costs.
Which of the activities of Capacity management is responsible for this?

A. Application sizing

B. Monitoring

C. Tuning

D. Capacity planning

正解：A 解答を投票する

出題：7

What is the best definition of a Service management system?

A. processes, procedures, responsibilities and resources for implementing Service management

B. ability to maintain availability of theIT infrastructure, services and supporting organization to ensure these requirements are met consistently

C. set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer

D. mandatory Service management practices followed by everyone in the service provider organizations

正解：A 解答を投票する

出題：8

What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship management process?

A. Outstanding complaints need to be reviewed on a monthly basis.

B. Customer satisfaction surveys need to be defined so that customers can easily respond to them.

C. Interested parties and customers of the services need to be identified and documented.

D. A compliments application needs to be implemented.

正解：C 解答を投票する

出題：9

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A. because otherwise Problem Management cannot work

B. because this is part of the IT Service Management model

C. because this means the incident can be resolved more quickly

D. because this allows incidents to be better tracked

正解：C 解答を投票する

出題：10

According to ISO/IEC 20000-1, the use of suppliers to provide aspects of the Service Management processes is acceptable.
What level of the supply chain must the service provider manage?

A. All relationships between lead and subcontracted suppliers

B. Only as agreed in the contracts between the various parties

C. Only the subcontractors as the lead supplier is integral to the service delivery and self-managing

D. Only the relationship between the lead supplier and service provider

正解：D 解答を投票する

ITSM20F.EN試験無料問題集「EXIN IT Service Management Foundation based on ISO/IEC 20000 認定」