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

Why is a Service management system required?

A. To guarantee that Service levels will be met in all circumstances

B. To manage the financial costs of service delivery according to agreed budgets

C. To deliver a fit for purpose service that is aligned to the agreed customer requirements

D. To satisfy the needs of legislative requirements across the world

正解：C 解答を投票する

出題：2

Which process includes the responsibility of recovering the service as quickly as possible?

A. IT Service Continuity Management

B. Availability Management

C. Problem Management

D. Incident management

正解：D 解答を投票する

出題：3

What is a best practice for Capacity Management?

A. Decisions about service provision should be based on cost effectiveness comparisons.

B. The resilience of the infrastructure components should be measured and included in the Capacity plan.

C. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

D. The Service Catalog should be maintained and kept up-to-date.

正解：C 解答を投票する

出題：4

What is an ISO/EC 20000 requirement relating to the service management plan?

A. It must be available in at least one hard copy and approved

B. It must include the documented procedures specified by the standard

C. It must include the scope of the organization's service management plan

D. It must never include any know-how of the organization

正解：D 解答を投票する

出題：5

The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship.
According to ISO/IEC 20000-1, what would not be defined?

A. Early termination of the contract

B. Contractual disputes

C. Complaints procedure

D. Transferof service

正解：C 解答を投票する

出題：6

What other process is tightly related (e.g., share activities) to Business relationship management?

A. Availability management

B. Service reporting

C. Service level management

D. Release and deployment management

正解：C 解答を投票する

出題：7

Top management needs to ensure that employees are aware of the relevance and importance of their activities.
What else do all employees need to be aware of?

A. How they can provide policies and a framework for a Service management system

B. How they contribute to the Total cost of ownership (TCO)

C. How they contribute to the achievement of the Service management objectives

D. How they contribute to total salary reduction

正解：C 解答を投票する

出題：8

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：9

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A. Service Level Management

B. Release Management

C. Business Relationship Management

D. Change Management

正解：D 解答を投票する

出題：10

Service providers manage various documents and records to ensure effective planning, operation and control of Service management.
Which of these is a record?

A. Service management policy

B. Service level agreement (SLA)

C. Process description

D. Change Advisory Board (CAB) meeting minutes

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」