ITSM20FB 試験問題を無料オンラインアクセス

What is the definition of IT Service Management?

• A.Best practice guidance for operating services
• B.Specialized organizational capabilities providing value to customers
• C.An organization supping services to one or more customers
• D.Requirements for delivering service based upon best practices

What has to be included in a well defined process?

• A.Expected outcomes
• B.Statistical support
• C.Timelines
• D.Functions

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

• A.A chronological training record for each individual
• B.A record of all future training courses for each employee
• C.An overview of all possible training modules that match with competences
• D.An overview of all personal details per employee

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

• A.monthly
• B.annually
• C.only when there is a business need to change the service
• D.quarterly

Which statement with regard to Information Security Management is true?

• A.Information Security Management to specifically focus on managing Information Security effective within all information systems.
• B.Security Incidents shall only be reported and recorded if they affect more than one user
• C.Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
• D.Management with appropriate authority shall approve an Information Security policy.