ITSM20F.EN問題集、EXIN実際の試験問題

質問 1

Which process or function has the objective of recording and providing technical information about the if infrastructure?

A. Configuration management

B. Budgeting and accounting for services

C. Service level management

D. Service desk

正解: D

質問 2

What is the purpose of defining a Service management system?

A. to safeguard the implementation and delivery of Service Management

B. to realize a Management System framework for IT Service Management

C. to ensure that new services are deliverable and manageable against the customer requirements

D. to provide policies and a framework to enable effective management and implementation of all services

正解: D

質問 3

The success and failure of Releases shall be measured. What is included in these measurements?

A. The Release dates

B. The frequency and types of Releases

C. The Incidents related to a Release in the period following a Release

D. The Request for Change (RFC)

正解: C

質問 4

What is known as a temporary solution that enables the user to continue working?

A. Known Error

B. Workaround

C. Request For Change (RFC)

D. Service Request

正解: B

質問 5

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 6

Which process or function has the responsibility of distributing information to users?

A. Service Desk

B. Change Management

C. Customer Relationship Management

D. Incident Management

正解: A

質問 7

What is a best practice for Capacity Management?

A. The Service Catalog should be maintained and kept up-to-date.

B. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

C. The resilience of the infrastructure components should be measured and included in the Capacity plan.

D. Decisions about service provision should be based on cost effectiveness comparisons.

正解: B

質問 8

What is the definition of IT Service Management?

A. An organization supping services to one or more customers

B. Specialized organizational capabilities providing value to customers

C. Best practice guidance for operating services

D. Requirements for delivering service based upon best practices

正解: B

質問 9

A service provider discovers root cause of repetitive incident. The budget does not allow a permanent resolution.
What actions must the service provider now take?

A. Escalate the information to Availability management for a service design change

B. Reclassify the problem as an incident so mitigating actions will occur

C. Record the root cause and close the problem

D. Develop an action that will mitigate the impact of the problem on the service

正解: D

質問 10

What are the key contents of a Service management system (SMS)?

A. definition of corporate measures to achieve the required level of quality

B. a software system for the ticket system

C. systematic processes for ticket recording and follow-up only

D. a software system to monitor the Key performance indicators (KPIs)

正解: A

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