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質問 1：
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
A. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
B. Documentation should be stored at a central place and be only accessible via procedures
C. Documentation should be kept at least five years for auditing purposes.
D. Documentation should be protected from damage due to IT related disasters.
正解：D
質問 2：
What is the best definition of "Quality system"?
A. mandatory Quality management practices followed by everyone in the service provider organizations
B. organizational structure related to responsibilities, procedures and resources for implementing quality management
C. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
D. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
正解：B
質問 3：
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 4：
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
A. to be able to charge to the correct users of the service
B. to be able to provide reports to management
C. to prevent repetitive occurrence of Incidents
D. to provide input to the Capacity Database
正解：C
質問 5：
What has to be included in a well defined process?
A. Statistical support
B. Timelines
C. Functions
D. Expected outcomes
正解：D
質問 6：
What may define the scope of Service Management in the Service Management plan?
A. the specific processes undertaken
B. the location of the services
C. the number of staff
D. the size of the infrastructure
正解：B
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
A. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
B. Documentation should be stored at a central place and be only accessible via procedures
C. Documentation should be kept at least five years for auditing purposes.
D. Documentation should be protected from damage due to IT related disasters.
正解：D
質問 2：
What is the best definition of "Quality system"?
A. mandatory Quality management practices followed by everyone in the service provider organizations
B. organizational structure related to responsibilities, procedures and resources for implementing quality management
C. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
D. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
正解：B
質問 3：
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 4：
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
A. to be able to charge to the correct users of the service
B. to be able to provide reports to management
C. to prevent repetitive occurrence of Incidents
D. to provide input to the Capacity Database
正解：C
質問 5：
What has to be included in a well defined process?
A. Statistical support
B. Timelines
C. Functions
D. Expected outcomes
正解：D
質問 6：
What may define the scope of Service Management in the Service Management plan?
A. the specific processes undertaken
B. the location of the services
C. the number of staff
D. the size of the infrastructure
正解：B
Asano -
ITSM20FB１冊だけで挑んだところギリギリ合格できました。とっつきやすいように構成されています。だから超安心で試験に受かる