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質問 1：
What must be included in a well defined Process structure?
A. timelines
B. functions
C. expected results
D. statistical support
正解：C
質問 2：
Which process is responsible for registering the relationships within the IT infrastructure?
A. Release Management
B. Asset Management
C. Change Management
D. Configuration Management
正解：D
質問 3：
What is the objective of a Management System?
A. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to define, agree, record and manage levels of services
D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
正解：D
質問 4：
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 5：
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 6：
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A. A record of all future training courses for each employee
B. A chronological training record for each individual
C. An overview of all personal details per employee
D. An overview of all possible training modules that match with competences
正解：B
What must be included in a well defined Process structure?
A. timelines
B. functions
C. expected results
D. statistical support
正解：C
質問 2：
Which process is responsible for registering the relationships within the IT infrastructure?
A. Release Management
B. Asset Management
C. Change Management
D. Configuration Management
正解：D
質問 3：
What is the objective of a Management System?
A. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to define, agree, record and manage levels of services
D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
正解：D
質問 4：
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 5：
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 6：
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A. A record of all future training courses for each employee
B. A chronological training record for each individual
C. An overview of all personal details per employee
D. An overview of all possible training modules that match with competences
正解：B
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