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質問 1：
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 2：
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
A. Service Level Management
B. Incident Management
C. Availability Management
D. Service Desk
正解：D
質問 3：
Which of the following activities in the Problem Management process is related to the Change Management process?
A. correcting Problems
B. investigating a solution
C. classifying Problems
D. identifying Problems
正解：A
質問 4：
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?
A. Capacity Database
B. Configuration Management Database (CMDB)
C. Software Distribution Library
D. Definitive Software Library (DSL)
正解：D
質問 5：
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 6：
Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?
A. Incident Management
B. Level Management
C. Service Desk Service
D. Problem Management
正解：C
質問 7：
The success and failure of Releases shall be measured. What is included in these measurements?
A. The Release dates
B. The Incidents related to a Release in the period following a Release
C. The frequency and types of Releases
D. The Request for Change (RFC)
正解：B
質問 8：
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
A. constant quality
B. innovating the way services are provided
C. incorporating technological innovations
D. methodological order based on best practices
正解：A
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 2：
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
A. Service Level Management
B. Incident Management
C. Availability Management
D. Service Desk
正解：D
質問 3：
Which of the following activities in the Problem Management process is related to the Change Management process?
A. correcting Problems
B. investigating a solution
C. classifying Problems
D. identifying Problems
正解：A
質問 4：
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?
A. Capacity Database
B. Configuration Management Database (CMDB)
C. Software Distribution Library
D. Definitive Software Library (DSL)
正解：D
質問 5：
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 6：
Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?
A. Incident Management
B. Level Management
C. Service Desk Service
D. Problem Management
正解：C
質問 7：
The success and failure of Releases shall be measured. What is included in these measurements?
A. The Release dates
B. The Incidents related to a Release in the period following a Release
C. The frequency and types of Releases
D. The Request for Change (RFC)
正解：B
質問 8：
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
A. constant quality
B. innovating the way services are provided
C. incorporating technological innovations
D. methodological order based on best practices
正解：A
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