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EXIN IT Service Management Foundation based on ISO/IEC 20000 認定 ITSM20F.EN 試験問題：

問題 #1

The service provider thinks that the service levels will not be met might a certain incident occur.
When will the customer be informed?

A. During service reporting
B. Never
C. After the breach
D. Before the breach

問題 #2

In many organizations, management tasks or parts of those tasks are performed t>y third parties.
Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A. Service Level Agreements (SLAs)
B. Operational Level Contracts
C. Underpinning Contracts
D. Service Contracts

問題 #3

In the context of standards, what does the term "conformity" stand for?

A. Compliance with a requirement
B. Verification of supplier certification
C. Alignment of an audit nonconformity report to a re-audit report
D. Quality Management System certification by an approved body

問題 #4

The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities.
How are these service reports used?

A. to present a professional image of the company
B. as the basis for making management decisions and taking actions based on findings
C. to compare the performance of the Service desk with service targets
D. as input to financial management in order to determine charges for the service

問題 #5

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. Availability Management
B. Capacity Management
C. Service Level Management
D. Configuration Management

解説：