What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
A. To adoptIT governance
B. To adopt an international standard on Information security management
C. To adopt the best practices ofIT service management
D. To adopt an integrated process approach to manage services
正解:D
質問 2:
A Post implementation review (PIR) is used to determine whether a corrective change has been successfully implemented.
Which process works in conjunction with Change management during a PIR?
A. Release management
B. Capacity management
C. Configuration management
D. Problem management
正解:D
質問 3:
What are the key contents of an IT Service Management system?
A. A documented organizational and operational structure
B. A software system to monitor the key performance indicators (KPIs)
C. A software system for the ticket
D. Systematic processes for ticket recording and follow-up only
正解:A
質問 4:
What is a Known Error?
A. A Problem that is resolved
B. A Problem for which the cause and Workaround have been identified
C. A serious incident whose resolution is known
D. A Problem that cannot be matched
正解:B
質問 5:
The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is reinstalled.
Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?
A. Known Error
B. Workaround
C. Request for Change
D. Problem
正解:B
西*歩 -
いたれりつくせりのITSM20F.EN対策本。使い方に従って一冊やっておけば試験に失敗する事はない。