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

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：2

Which processes should the Plan, Do, Check, Act methodology be applied to?

A. the Requirements for a Management System process

B. those that support business critical services

C. the Planning & Implementing Service Management process

D. all of the processes within the scope

正解：D 解答を投票する

出題：3

In the context of standards, what does the term "conformity" stand for?

A. Alignment of an audit nonconformity report to a re-audit report

B. Verification of supplier certification

C. Quality Management System certification by an approved body

D. Compliance with a requirement

正解：D 解答を投票する

出題：4

Deming proposed a system for continuous improvement. What are the four activities involved?

A. Plan, Do, Evaluate and Act

B. Plan, Perform, Audit and Improve

C. Plan, Perform, Evaluate and Act

D. Plan, Do, Check and Act

正解：D 解答を投票する

出題：5

What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?

A. To adopt an international standard on Information security management

B. To adopt an integrated process approach to manage services

C. To adoptIT governance

D. To adopt the best practices ofIT service management

正解：B 解答を投票する

出題：6

A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.
What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?

A. Cancel the request and inform the customer

B. Nothing, the service provider cannot control stock levels of the supplier

C. Find a new vendor who has the request phone

D. Escalate according to procedures

正解：D 解答を投票する

出題：7

An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

A. Security Management

B. Service Desk

C. Release Management

D. Change Management

正解：C 解答を投票する

出題：8

Customer satisfaction measurement is an important activity in the Business relationship management process.
What is the objective of Customer satisfaction measurement?

A. to optimize the relationship processes so that service levels are exceeded

B. to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required

C. to gather information about potential new services that might be interesting for the end users of the services

D. to check if contractual obligations for customer satisfaction are being met

正解：B 解答を投票する

出題：9

What is the aim of an internal audit?

A. To instruct all employees that quality-related requirements must be observed

B. To verify whether the defined key performance indicators (KPIs) are actually determined

C. To ensure and improve one's own quality capability

D. To monitor employee performance

正解：C 解答を投票する

出題：10

What is required to be in place for emergency changes?

A. Controlled Acceptance Test environment

B. Capacity plans

C. policies and procedures

D. Service Continuity Plans

正解：C 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」