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質問 1：
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
A. This role is involved in providing knowledge and input
B. This role ensures that activities are executed correctly
C. This role ensures the flow of information to stakeholders
D. This role has ownership of the end result
正解：D
質問 2：
What is the purpose of the 'information security management' practice?
A. To observe services and service components
B. To plan and manage the full lifecycle of all IT assets
C. To protect the information needed by the organization to conduct its business
D. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
正解：C
質問 3：
Which statement about the 'four Ps' of service design is CORRECT?
A. People refers to technology and tools
B. Processes refers to skill and training
C. Products refers to producers and metrics
D. Partners refers to suppliers and vendors
正解：D
質問 4：
What can be used to help determine the impact level of a problem?
A. Statement of requirements (SOR)
B. Definitive media library (DML)
C. Standard operating procedures (SOP)
D. Configuration management system (CMS)
正解：D
質問 5：
What are the MOST important skills required by service desk staff?
A. Supplier management skills
B. Incident analysis skills
C. Problem resolution skills
D. Technical skills
正解：B
質問 6：
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A. warranty
B. information
C. costs
D. utility
正解：C
質問 7：
What is the expected outcome from using a service value chain?
A. Service value streams
B. The application of practices
C. Value realization
D. Customer engagement
正解：C
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
A. This role is involved in providing knowledge and input
B. This role ensures that activities are executed correctly
C. This role ensures the flow of information to stakeholders
D. This role has ownership of the end result
正解：D
質問 2：
What is the purpose of the 'information security management' practice?
A. To observe services and service components
B. To plan and manage the full lifecycle of all IT assets
C. To protect the information needed by the organization to conduct its business
D. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
正解：C
質問 3：
Which statement about the 'four Ps' of service design is CORRECT?
A. People refers to technology and tools
B. Processes refers to skill and training
C. Products refers to producers and metrics
D. Partners refers to suppliers and vendors
正解：D
質問 4：
What can be used to help determine the impact level of a problem?
A. Statement of requirements (SOR)
B. Definitive media library (DML)
C. Standard operating procedures (SOP)
D. Configuration management system (CMS)
正解：D
質問 5：
What are the MOST important skills required by service desk staff?
A. Supplier management skills
B. Incident analysis skills
C. Problem resolution skills
D. Technical skills
正解：B
質問 6：
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A. warranty
B. information
C. costs
D. utility
正解：C
質問 7：
What is the expected outcome from using a service value chain?
A. Service value streams
B. The application of practices
C. Value realization
D. Customer engagement
正解：C
冈本** -
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