ISO20KF 試験問題を無料オンラインアクセス

The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

• A.How much the service costs divided by an average of evaluation scores
• B.The number of people purchasing that service
• C.How much the service costs compared to other providers of the service
• D.How well the service meets customer and user expectations

Which standard describes the fundamental aspects of Quality Management Systems?

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

What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

• A.the policies, plans and procedures of each process or set of processes
• B.the Service Management plan
• C.cost, organizational, technical and commercial impact
• D.an updated Operational Level Agreement

Where would an IT service for the customer normally be defined?

• A.in the IT Framework
• B.in the Operational Level Agreement (OLA)
• C.in the Service Report
• D.in the Service Catalog or the Service Level Agreement (SLA)

What is part of the policy for Budgeting and Accounting for IT Services?

• A.The percentage of 'hidden' end-user costs
• B.Rules governing the handling of variances against budgets
• C.The charging mechanism
• D.The costs of the Underpinning Contracts (UCs) over a fixed period