ITSM20FB 試験問題を無料オンラインアクセス

What is meant by the Urgency of an Incident?

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

Which process or function has the responsibility of distributing information to users?

• A.Change Management
• B.Customer Relationship Management
• C.Service Desk
• D.Incident Management

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

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

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

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

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