ISO20KF 無料問題集「EXIN ISO / IEC 20000 Foundation」

（A）To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

（B）To provide a high level process model that organizes a broad range of IT activities

（C）To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

（D）To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

（A）no services

（B）services that are delivered to lessthen 10% of the Customers

（C）network-related services

（D）incidental services that are seldom delivered

（A）ISO/IEC 15504

（B）ISO 9000

（C）ISO/IEC 27001

（D）ISO/IEC 20000

（A）It details all of the companies that have been certified

（B）It details all of the services that have been certified

（C）It defines what the management system has been certified against

（D）It identifies which processes have been excluded from the scope

（A）to check if related Incident records are adequately closed

（B）to provide input to the Service Reporting process

（C）to be able to open a new Problem record, so proactive identification of Incidents is possible

（D）to detect increasing levels of Changes and emerging trends

（A）The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

（B）A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

（C）An approach needs to be defined for interfacing to projects that are creating or modifying services.

（D）Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.

（A）Standard products

（B）Customer communication

（C）Social responsibility

（D）Employee motivation

（A）services

（B）risks

（C）locations

（D）staff

（A）the Requirements for a Management System process

（B）those that support business critical services

（C）all of the processes in scope of ISO/IEC 20000

（D）the Planning & Implementing Service Management process

（A）To define, agree, record and manage levels of services

（B）To ensure that Key Performance Indicators (KPIs) are defined for all IT services

（C）To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

（D）To provide the policies and the framework that is needed for the effective management and implementation of all IT services