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質問 1：
What is meant by the Urgency of an Incident?
A. the degree to which the incident gives rise to a deviation from the normal service level
B. the time needed by IT Services to resolve the incident
C. the relative importance of the incidents when handling them
D. the degree to which the solution of an incident tolerates delay
正解：D
質問 2：
What defines Service Quality?
A. Providing a cost-effective service
B. A series of activities that can be assessed in advance by a provider and customer
C. Meeting stated customer requirements and expectations
D. Achieving a 99.999% continuous level of availability
正解：C
質問 3：
While planning for service improvements, what is an important best practice to consider?
A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B. The progress should be monitored closely by an independent project manager to maintain objectivity.
C. The progress of service improvement should be discussed at least weekly in the steering committee.
D. The service improvement targets should not change until the target is reached, or else no consistency is maintained
正解：A
質問 4：
What is the difference between a process owner and a process manager?
A. a process owner is a director and a process manager is a manager
B. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
C. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
D. a process owner will work directly with business leadership and the process manager only works within IT
正解：C
質問 5：
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A. A record of all future training courses for each employee
B. A chronological training record for each individual
C. An overview of all personal details per employee
D. An overview of all possible training modules that match with competences
正解：B
質問 6：
What can be improved by achieving quality objectives?
A. Relationship with unauthorized patties
B. Effectiveness of the service
C. Personal satisfaction of the Configuration Manager
D. Relationship with interested suppliers
正解：B
質問 7：
What is an ISO/EC 20000 requirement relating to the service management plan?
A. It must include the scope of the organization's service management plan
B. It must include the documented procedures specified by the standard
C. It must be available in at least one hard copy and approved
D. It must never include any know-how of the organization
正解：D
質問 8：
What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. The change requests allocated to a release
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. A configuration audit report
正解：C
What is meant by the Urgency of an Incident?
A. the degree to which the incident gives rise to a deviation from the normal service level
B. the time needed by IT Services to resolve the incident
C. the relative importance of the incidents when handling them
D. the degree to which the solution of an incident tolerates delay
正解：D
質問 2：
What defines Service Quality?
A. Providing a cost-effective service
B. A series of activities that can be assessed in advance by a provider and customer
C. Meeting stated customer requirements and expectations
D. Achieving a 99.999% continuous level of availability
正解：C
質問 3：
While planning for service improvements, what is an important best practice to consider?
A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B. The progress should be monitored closely by an independent project manager to maintain objectivity.
C. The progress of service improvement should be discussed at least weekly in the steering committee.
D. The service improvement targets should not change until the target is reached, or else no consistency is maintained
正解：A
質問 4：
What is the difference between a process owner and a process manager?
A. a process owner is a director and a process manager is a manager
B. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
C. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
D. a process owner will work directly with business leadership and the process manager only works within IT
正解：C
質問 5：
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A. A record of all future training courses for each employee
B. A chronological training record for each individual
C. An overview of all personal details per employee
D. An overview of all possible training modules that match with competences
正解：B
質問 6：
What can be improved by achieving quality objectives?
A. Relationship with unauthorized patties
B. Effectiveness of the service
C. Personal satisfaction of the Configuration Manager
D. Relationship with interested suppliers
正解：B
質問 7：
What is an ISO/EC 20000 requirement relating to the service management plan?
A. It must include the scope of the organization's service management plan
B. It must include the documented procedures specified by the standard
C. It must be available in at least one hard copy and approved
D. It must never include any know-how of the organization
正解：D
質問 8：
What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. The change requests allocated to a release
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. A configuration audit report
正解：C
Watanabe -
Pass4Testのこの問題集だけで合格できました。試験の内容がこの問題集にもあってびっくりしました。それのお陰で高得点です。就職上手くいけそう。