IT Service Management Foundation based on ISO/IEC 20000 試験
Question No : 1
What must be included in a well defined Process structure?
Question No : 2
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
Question No : 3
What is the purpose of CobiT™?
Question No : 4
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
Question No : 5
What is the most common process that is associated with the Service Desk?
Question No : 6
What is the objective of the Security Management process?
Question No : 7
The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?
Question No : 8
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
Question No : 9
What is required to be in place for emergency changes?
Question No : 10
Which process aims to prevent incidents resulting from changes to the IT infrastructure?
Question No : 11
What is used for the assessment of maturity of organizations?
Question No : 12
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
Question No : 13
What is the difference between a process owner and a process manager?
Question No : 14
What data is recorded when an incident is reported to the Service Desk?
Question No : 15
What defines Service Quality?