ITSM20FB 試験問題を無料オンラインアクセス

When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?

• A.A competitor's process management system
• B.The time to update the process documentation
• C.The budget available to Human Resources
• D.Any standards defined by the company itself

What is the objective of a Management System?

• A.to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
• B.to define, agree, record and manage levels of services
• C.to ensure that Key Performance Indicators (KPIs) are defined for all IT services
• D.to provide the policies and the framework that is needed for the effective management and implementation of all IT services

What is meant by the Urgency of an Incident?

• A.the degree to which the solution of an incident tolerates delay
• B.the time needed by IT Services to resolve the incident
• C.the degree to which the incident gives rise to a deviation from the normal service level
• D.the relative importance of the incidents when handling them

Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

• A.to be able to provide reports to management
• B.to provide input to the Capacity Database
• C.to prevent repetitive occurrence of Incidents
• D.to be able to charge to the correct users of the service

What is an ISO/EC 20000 requirement relating to the service management plan?

• A.It must never include any know-how of the organization
• B.It must be available in at least one hard copy and approved
• C.It must include the scope of the organization's service management plan
• D.It must include the documented procedures specified by the standard