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質問 1：
Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Physical, personnel, network, emergency, service
C. Normal, temporary, emergency, personal, group
D. Rights, access, identity, directory services, service/service components
正解：D
質問 2：
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：D
質問 3：
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：B
質問 4：
Which one of the following would NOT be defined as part of every process?
A. Inputs and outputs
B. Roles
C. Metrics
D. Functions
正解：D
質問 5：
What should a service always deliver to customers?
A. Value
B. Resources
C. Applications
D. Infrastructure
正解：A
質問 6：
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The process owner
B. The customer
C. The service owner
D. The IT director
正解：A
質問 7：
Which of the following BEST describes a problem?
A. The cause of two or more incidents
B. A serious incident which has a critical impact to the business
C. The cause of one or more incidents
D. An issue reported by a user
正解：C
質問 8：
Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only
正解：D
Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Physical, personnel, network, emergency, service
C. Normal, temporary, emergency, personal, group
D. Rights, access, identity, directory services, service/service components
正解：D
質問 2：
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：D
質問 3：
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：B
質問 4：
Which one of the following would NOT be defined as part of every process?
A. Inputs and outputs
B. Roles
C. Metrics
D. Functions
正解：D
質問 5：
What should a service always deliver to customers?
A. Value
B. Resources
C. Applications
D. Infrastructure
正解：A
質問 6：
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The process owner
B. The customer
C. The service owner
D. The IT director
正解：A
質問 7：
Which of the following BEST describes a problem?
A. The cause of two or more incidents
B. A serious incident which has a critical impact to the business
C. The cause of one or more incidents
D. An issue reported by a user
正解：C
質問 8：
Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only
正解：D
Chinen -
見やすいレイアウトで内容も充実した情PC0-001の教科書です。基礎からの丁寧な順番に学習できるようになっている点も良い点です。