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

質問 1

How should the Deming cycle be used?

（A）as a model to be used during the design phase of the service

（B）as a model for continual improvement

（C）as a model to calculate the costs of service improvement

（D）as a model for customer orientation

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 2

Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

（A）Review the Quality Management System at least annually

（B）Analyze customer satisfaction and identify resulting actions

（C）Start an internal service organization evaluation

（D）Analyze and evaluate the existing situation to identify areas for improvement

正解：D 解答を投票する

質問 3

What does the concept of "quality" comprise?

（A）satisfying customer requirements

（B）execution of Service Level Agreements (SLAs) only

（C）maximizing utilization of personnel capacity

（D）gaining ISO/IEC 20000 certification

正解：A 解答を投票する

質問 4

Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

（A）in a Configuration Management Database (CMDB)

（B）in a Definitive Software Library (DSL)

（C）in a Capacity Plan

（D）in a Service Level Agreement (SLA)

正解：D 解答を投票する

質問 5

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

（A）The organization behaves in a socially responsible way.

（B）The organization hasless suppliers to deal with.

（C）The environmental needs of the employees in the organization are well looked after.

（D）The organization becomes more process focused and thereby more efficient.

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 6

According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

（A）Contract Management

（B）Business Relationship Management

（C）Service Level Management

（D）Supplier Management

正解：D 解答を投票する

質問 7

Which of the following is a best practice concerning Information Security Risk assessment?

（A）Information Security Risk assessments should be performed once a year.

（B）Information Security Risk assessments should be performed as a result of the review of every Incident.

（C）Information Security Risk assessments should be carried out by an external auditor to maintain objectivity.

（D）Information Security Risk assessments should be performed at agreed intervals and be maintained during Changes.

正解：D 解答を投票する

質問 8

An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

（A）Capacity Plan

（B）Business Resource Plan

（C）Service Management Plan

（D）Availability Plan

正解：A 解答を投票する

質問 9

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

（A）by taking disciplinary action against underperforming employees

（B）by taking part in the planning of new IT services

（C）through leadership and actions

（D）by outsourcing Change Management

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 10

What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

（A）service acceptance criteria

（B）setting up a process to deal with contractual disputes

（C）the process for identifying, measuring, reporting and managing improvement activities

（D）establishing a good relationship with the Customer

正解：A 解答を投票する

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

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