ISO20KF 試験問題を無料オンラインアクセス

What is the objective of the Service Continuity and Availability Management processes?

• A.to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
• B.to ensure agreed effective communication towards Customers
• C.to ensure that agreed levels of service commitments to Customers can be met in all circumstances
• D.to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances

An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

• A.Availability Plan
• B.Business Resource Plan
• C.Capacity Plan
• D.Service Management Plan

Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

• A.a decision taking group
• B.the service managers
• C.the Change Advisory Board (CAB)
• D.the senior customer representative

Which service changes should be documented in change records?

• A.Staff recruitment
• B.Formal closure of services
• C.User training
• D.All service changes

What purpose can the ISO/IEC 20000 standard serve?

• A.It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
• B.It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
• C.It defines the requirements to be satisfied in a certification audit.
• D.It provides a yardstick for the design of a Total Quality Management System.