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質問 1：
What is used for the assessment of maturity of organizations?
A. CobIT
B. MOF
C. ITIL@
D. CMMI@
正解：D
質問 2：
What can be improved by achieving quality objectives?
A. Relationship with unauthorized patties
B. Effectiveness of the service
C. Personal satisfaction of the Configuration Manager
D. Relationship with interested suppliers
正解：B
質問 3：
In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Service Level Management
B. Availability Management
C. Configuration Management
D. Capacity Management
正解：D
質問 4：
Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?
A. IT Service Continuity Management
B. Service Level Management
C. Availability Management
D. Financial Management for IT Services
正解：B
質問 5：
Which of the following activities in the Problem Management process is related to the Change Management process?
A. correcting Problems
B. investigating a solution
C. classifying Problems
D. identifying Problems
正解：A
質問 6：
What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. The change requests allocated to a release
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. A configuration audit report
正解：C
質問 7：
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 8：
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
What is used for the assessment of maturity of organizations?
A. CobIT
B. MOF
C. ITIL@
D. CMMI@
正解：D
質問 2：
What can be improved by achieving quality objectives?
A. Relationship with unauthorized patties
B. Effectiveness of the service
C. Personal satisfaction of the Configuration Manager
D. Relationship with interested suppliers
正解：B
質問 3：
In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Service Level Management
B. Availability Management
C. Configuration Management
D. Capacity Management
正解：D
質問 4：
Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?
A. IT Service Continuity Management
B. Service Level Management
C. Availability Management
D. Financial Management for IT Services
正解：B
質問 5：
Which of the following activities in the Problem Management process is related to the Change Management process?
A. correcting Problems
B. investigating a solution
C. classifying Problems
D. identifying Problems
正解：A
質問 6：
What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. The change requests allocated to a release
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. A configuration audit report
正解：C
質問 7：
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 8：
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
Okano -
ITSM20F試験参考書は最高な資料だと言えます。だから、私はITSM20F試験参考書を利用したら、短い時間でITSM20F試験に合格しました。