What are the three phases of 'problem management'?
A. Problem analysis, error identification, incident resolution
B. Incident management, problem management, change control
C. Problem identification, problem control, error control
D. Problem logging, problem classification, problem resolution
正解:C
質問 2:
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and availability management
C. Supplier management and change management
D. Availability management and service level management
正解:A
質問 3:
Which is one of the five aspects of service design?
A. Management information systems and tools
B. Corporate governance and policy
C. Risk analysis and management approach
D. Management policy for business case creation
正解:A
質問 4:
Which statement about service desks is CORRECT?
A. The service desk should escalate all technical issues to support and development teams
B. The service desk should work in close collaboration with support and development teams
C. The service desk should remain isolated from technical support teams
D. The service desk should rely on self-service portals instead of escalation to support teams
正解:B
質問 5:
Which skill is an essential part of the 'service level management' practice?
A. Diagnosis
B. Problem analysis
C. Listening
D. Technical knowledge
正解:C
質問 6:
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. A customer
B. A configuration item (CI)
C. An IT asset
D. A user
正解:A
質問 7:
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Service request management
B. Incident management
C. Continual improvement
D. Problem management
正解:C
Matsuyuki -
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