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質問 1：
Which of the following should be available to the Service Desk?
1.Known ErrorData
2.Change Schedules
3.Service Knowledge Management System
4.The output from monitoring tools
A. All of the above
B. 1,2 and4 only
C. 1,2 and 3 only
D. 2,3 and 4 only
正解：A
質問 2：
Which of the following identifies the purpose of service transition planning andsupport?
A. Provide the resources to allow all infrastructure elements of a service transition tobe recorded and tracked
B. Ensure that all service transitions are properly authorized
C. Provide overall planning for service transitions and co-ordinate the resources they require
D. To define testing scripts to ensure service transitions are unlikely to ever fail
正解：C
質問 3：
Which one of the following is the BEST description of a service request?
A. Any request for change (RFC) that is low-risk and which can be approved by the change
manager without a change advisory board (CAB) meeting
B. Anyrequest or demand that is entered by a user via a self-help web-based interface
C. Anything that the customer wants and is prepared to pay for
D. A request from a user for information, advice or for a standard change
正解：D
解説: (Pass4Test メンバーにのみ表示されます)
質問 4：
Which one of the following is an objective of service catalogue management?
A. Negotiating and agreeing service level agreement
B. Only ensuring that adequate technical resources are available
C. Ensuring that the service catalogue is made available to those approved to access it
D. Negotiating and agreeing operational level agreements
正解：C
質問 5：
Which process would maintain policies, standards and models for service transition activities and processes?
A. Release management
B. Capacity management
C. Change management
D. Service transition planning and support
正解：D
質問 6：
Which describes an interface of incident management with service level management?
A. The status of faulty Cis
B. Incident response times
C. Incident workarounds
D. Creating a problem record
正解：B
質問 7：
Which of these recommendations is best practice for service level management?
1.Include legal terminology in service level agreements (SLAs)
2.It is NOT necessary to be able to measure all the targets in an SLA
A. Both of theabove
B. 1 only
C. 2only
D. Neither of the above
正解：D
質問 8：
Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes to business critical systems are included
B. Any changes that would benefit the organization are included
C. All changes are mandated to be included
D. Only changes thatintroduce new services are included
正解：B
質問 9：
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A. Service level management
B. Demand management
C. Request fulfilment
D. Service portfolio management
正解：C
Which of the following should be available to the Service Desk?
1.Known ErrorData
2.Change Schedules
3.Service Knowledge Management System
4.The output from monitoring tools
A. All of the above
B. 1,2 and4 only
C. 1,2 and 3 only
D. 2,3 and 4 only
正解：A
質問 2：
Which of the following identifies the purpose of service transition planning andsupport?
A. Provide the resources to allow all infrastructure elements of a service transition tobe recorded and tracked
B. Ensure that all service transitions are properly authorized
C. Provide overall planning for service transitions and co-ordinate the resources they require
D. To define testing scripts to ensure service transitions are unlikely to ever fail
正解：C
質問 3：
Which one of the following is the BEST description of a service request?
A. Any request for change (RFC) that is low-risk and which can be approved by the change
manager without a change advisory board (CAB) meeting
B. Anyrequest or demand that is entered by a user via a self-help web-based interface
C. Anything that the customer wants and is prepared to pay for
D. A request from a user for information, advice or for a standard change
正解：D
解説: (Pass4Test メンバーにのみ表示されます)
質問 4：
Which one of the following is an objective of service catalogue management?
A. Negotiating and agreeing service level agreement
B. Only ensuring that adequate technical resources are available
C. Ensuring that the service catalogue is made available to those approved to access it
D. Negotiating and agreeing operational level agreements
正解：C
質問 5：
Which process would maintain policies, standards and models for service transition activities and processes?
A. Release management
B. Capacity management
C. Change management
D. Service transition planning and support
正解：D
質問 6：
Which describes an interface of incident management with service level management?
A. The status of faulty Cis
B. Incident response times
C. Incident workarounds
D. Creating a problem record
正解：B
質問 7：
Which of these recommendations is best practice for service level management?
1.Include legal terminology in service level agreements (SLAs)
2.It is NOT necessary to be able to measure all the targets in an SLA
A. Both of theabove
B. 1 only
C. 2only
D. Neither of the above
正解：D
質問 8：
Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes to business critical systems are included
B. Any changes that would benefit the organization are included
C. All changes are mandated to be included
D. Only changes thatintroduce new services are included
正解：B
質問 9：
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A. Service level management
B. Demand management
C. Request fulfilment
D. Service portfolio management
正解：C
神元** -
非常に質の良い問題集です。すごい高的中率です。独学で合格できました。心から感謝しております。