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質問 1：
A process owner is responsible for which of the following?
1.Defining the process strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process
A. All of the above
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only
正解：B
質問 2：
Which of the following are Service Desk organizational structures?
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
質問 3：
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Defining measurable targets
B. Implementing service and process improvements
C. Reviewing measurements and metrics
D. Creating a baseline
正解：A
質問 4：
Which statement about Service Level Agreements (SLAs) is CORRECT?
A. The wording must be clear and concise to allow no room for ambiguity
B. They must contain legal wording because of their importance
C. There should always be a separate SLA for each specific customer
D. Changes to the SLA can only be requested by the customer
正解：A
質問 5：
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Customer
C. The Service Level Manager
D. The Finance department
正解：A
質問 6：
Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements
2.Designing the service so it can meet the targets
3.Ensuring all needed contracts and agreements are in place
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：A
質問 7：
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
A. Service Test Manager
B. Early Life Support
C. Release Packaging and Build Manager
D. Evaluation
正解：B
質問 8：
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which has a high priority or a high impact on the business
C. An incident logged by a senior manager
D. An incident which requires a large number of people to resolve
正解：B
質問 9：
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
A. Internal customers
B. External customers
C. Strategic customers
D. Valued customers
正解：B
A process owner is responsible for which of the following?
1.Defining the process strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process
A. All of the above
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only
正解：B
質問 2：
Which of the following are Service Desk organizational structures?
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
質問 3：
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Defining measurable targets
B. Implementing service and process improvements
C. Reviewing measurements and metrics
D. Creating a baseline
正解：A
質問 4：
Which statement about Service Level Agreements (SLAs) is CORRECT?
A. The wording must be clear and concise to allow no room for ambiguity
B. They must contain legal wording because of their importance
C. There should always be a separate SLA for each specific customer
D. Changes to the SLA can only be requested by the customer
正解：A
質問 5：
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Customer
C. The Service Level Manager
D. The Finance department
正解：A
質問 6：
Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements
2.Designing the service so it can meet the targets
3.Ensuring all needed contracts and agreements are in place
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：A
質問 7：
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
A. Service Test Manager
B. Early Life Support
C. Release Packaging and Build Manager
D. Evaluation
正解：B
質問 8：
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which has a high priority or a high impact on the business
C. An incident logged by a senior manager
D. An incident which requires a large number of people to resolve
正解：B
質問 9：
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
A. Internal customers
B. External customers
C. Strategic customers
D. Valued customers
正解：B
Hamada -
2週間で2回回すことで難問に足を引っ張らなくなり無事合格できました。あざっす。