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

（A）CMMI

（B）CobIT TM

（C）ITIL

（D）MOF

（A）Escalation and notification process

（B）Impact and priority guidelines

（C）Authorization details

（D）Lessons learned and improvement actions

（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）The service improvement targets should not change until the target is reached, or else no consistency is maintained.

（B）The progress should be monitored closely by an independent project manager to maintain objectivity.

（C）The progress of service improvement should be discussed at least weekly in the steering committee.

（D）Service improvement targets should be measurable, linked to business objectives and documented in a plan.

（A）an updated Operational Level Agreement

（B）the policies, plans and procedures of each process or set of processes

（C）cost, organizational, technical and commercial impact

（D）the Service Management plan

（A）The appointment of a specialist department responsible for the development of the process structures

（B）Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

（C）The involvement and commitment of personnel at all levels in the organization from operational staff to top management

（D）A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

（A）CobIT TM

（B）ITIL

（C）MOF

（D）Six Sigma

（A）the available skills

（B）the effort/cost to provide the method of resolution

（C）the number of previously reported Incidents for the particular Configuration Item (CI)

（D）the competing requirements for resources

（A）The SLAs with the other parties

（B）The SLAs with the customers

（C）The Service Management Plans

（D）The Service Level Plans

（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)