ITSM20F問題集、EXIN実際の試験問題

質問 1

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

A. Availability Management

B. Management for IT Services

C. IT Service Continuity Management

D. Capacity Management Financial

正解: D

質問 2

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

正解: D

質問 3

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A. Error Control

B. Problem Control

C. Proactive Problem Management

D. Identification of root causes

正解: C

質問 4

While planning for service improvements, what is an important best practice to consider?

A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.

B. The progress should be monitored closely by an independent project manager to maintain objectivity.

C. The service improvement targets should not change until the target is reached, or else no consistency is maintained

D. The progress of service improvement should be discussed at least weekly in the steering committee.

正解: A

質問 5

What is the most common process that is associated with the Service Desk?

A. Change Management

B. Service Level Management

C. Configuration Management

D. Incident Management

正解: D

質問 6

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A. Service Desk

B. Availability Management

C. Service Level Management

D. Incident Management

正解: A

質問 7

What is a purpose of ISO/IEC 20000?

A. to promote the adoption of IT governance

B. to provide best practice guidance on security management

C. to promote the adoption of an integrated process approach

D. to provide best practice guidance on IT Service Management

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. quarterly

B. only when there is a business need to change the service

C. monthly

D. annually

正解: D

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) - ITSM20F 模擬練習