ISO20KF 試験問題を無料オンラインアクセス

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

• A.Urgent Change
• B.Major Incident
• C.System Lifecycle Management
• D.Service improvement activities

Which standard describes the fundamental aspects of Quality Management Systems?

• A.ISO 9000
• B.ISO/IEC 20000
• C.ISO/IEC 15504
• D.ISO/IEC 27001

What is the objective of IT Service Management?

• A.to provide management of services to meet business requirements
• B.to provide critical services to business customers
• C.to provide services to the maximum level to the business
• D.to provide guaranteed service levels against business requirements

For which type of organizations is ISO/IEC 20000 appropriate for use?

• A.for tool vendors to specify the Service Provider's processes
• B.for organizations to confirm that all of the ITIL@ guidelines have been implemented
• C.for organizations wishing to certify their services
• D.for organizations which need to demonstrate alignment to customer requirements

What should Quality Management Systems encourage organizations to do?

• A.To achieve the lowest cost of service provision
• B.To achieve the maximum level of service possible
• C.To define as many metrics as possible for each process to ensure strong control
• D.To define processesthat contribute to customer acceptance of services