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質問 1：
What is a parameter for measuring progress relative to key objectives in an organization?
A. Key Performance Indicator (KPI)
B. Balanced Scorecard (BCS)
C. Service Improvement Program (SIP)
D. Critical Success Factor (CSF)
正解：A
質問 2：
What is a purpose of ISO/IEC 20000?
A. to promote the adoption of an integrated process approach
B. to provide best practice guidance on security management
C. to promote the adoption of IT governance
D. to provide best practice guidance on IT Service Management
正解：A
質問 3：
What is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
B. Decisions about service provision should be based on cost effectiveness comparisons.
C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
D. The Service Catalog should be maintained and kept up-to-date.
正解：A
質問 4：
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. annually
B. quarterly
C. monthly
D. only when there is a business need to change the service
正解：A
質問 5：
What defines Service Quality?
A. Providing a cost-effective service
B. A series of activities that can be assessed in advance by a provider and customer
C. Meeting stated customer requirements and expectations
D. Achieving a 99.999% continuous level of availability
正解：C
質問 6：
Which of the following is a best practice concerning information security risk assessment?
A. Information security risk assessments should be performed as a result of the review of every incident.
B. Information security risk assessments should be performed at agreed intervals and be maintained during changes.
C. Information security risk assessments should be performed once a year.
D. Information security risk assessments should be carried out by an external auditor to maintain objectivity.
正解：B
質問 7：
Who or what should always be informed in case a release is rejected, delayed or
cancelled?
A. The senior management representative
B. Change management
C. Incident management
D. Business relationship management
正解：B
質問 8：
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
A. because otherwise Problem Management cannot work
B. because this means the incident can be resolved more quickly
C. because this allows incidents to be better tracked
D. because this is part of the IT Service Management model
正解：B
What is a parameter for measuring progress relative to key objectives in an organization?
A. Key Performance Indicator (KPI)
B. Balanced Scorecard (BCS)
C. Service Improvement Program (SIP)
D. Critical Success Factor (CSF)
正解：A
質問 2：
What is a purpose of ISO/IEC 20000?
A. to promote the adoption of an integrated process approach
B. to provide best practice guidance on security management
C. to promote the adoption of IT governance
D. to provide best practice guidance on IT Service Management
正解：A
質問 3：
What is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
B. Decisions about service provision should be based on cost effectiveness comparisons.
C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
D. The Service Catalog should be maintained and kept up-to-date.
正解：A
質問 4：
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. annually
B. quarterly
C. monthly
D. only when there is a business need to change the service
正解：A
質問 5：
What defines Service Quality?
A. Providing a cost-effective service
B. A series of activities that can be assessed in advance by a provider and customer
C. Meeting stated customer requirements and expectations
D. Achieving a 99.999% continuous level of availability
正解：C
質問 6：
Which of the following is a best practice concerning information security risk assessment?
A. Information security risk assessments should be performed as a result of the review of every incident.
B. Information security risk assessments should be performed at agreed intervals and be maintained during changes.
C. Information security risk assessments should be performed once a year.
D. Information security risk assessments should be carried out by an external auditor to maintain objectivity.
正解：B
質問 7：
Who or what should always be informed in case a release is rejected, delayed or
cancelled?
A. The senior management representative
B. Change management
C. Incident management
D. Business relationship management
正解：B
質問 8：
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
A. because otherwise Problem Management cannot work
B. because this means the incident can be resolved more quickly
C. because this allows incidents to be better tracked
D. because this is part of the IT Service Management model
正解：B
Miura -
この問題集ひとつで充分足りるんじゃないかと思ってます。ITSM20F試験に受けてみて、試験の内容がほぼ問題集の内容に一致していてびっくりしました。