ISO20KF 試験問題を無料オンラインアクセス

What is required for an implementation of IT Service Management to be successful?

• A.Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
• B.A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
• C.The involvement and commitment of personnel at all levels in the organization from operational staff to top management
• D.The appointment of a specialist department responsible for the development of the process structures

What is mandatory to define in the Incident Management procedures?

• A.The recording of Problems
• B.The implementation of emergency Changes
• C.The recording of deficiencies in the Configuration Management Database (CMDB)
• D.The escalation of Incidents

Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

• A.Appropriate records of education, training, skills and experience need to be maintained.
• B.Personnel should all have a relevant Security training according to ISO/IEC 27002.
• C.At least two employees should be suitably trained for each role.
• D.Employees should have at least a relevantbachelors degree.

What are the key contents of an IT Service Management system?

• A.A software system to monitor the key performance indicators (KPIs)
• B.A documented organizational and operational structure
• C.A software system for the ticket system
• D.Systematic processes for ticket recording and follow-up only

What should planning for a new or changed service consider?

• A.the existing service levels
• B.a complete review of all recent security breaches
• C.Known Errors to file systems
• D.verification that the appropriate level of testing is completed