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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) Requirements | 30% | - Planning and support
|
| Topic 2: Operation of the Service Management System | 55% | - Supply and demand processes
|
| Topic 3: Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
1. ISO/IEC 20000 によると、サービス プロバイダーと顧客は、サービス範囲の変更について話し合うサービス レビュー ミーティングに出席する最低頻度はどれくらいですか?
A) 毎年
B) 毎月
C) 四半期ごと
D) ビジネス上サービスを変更する必要がある場合のみ
2. IT サービス継続計画を最新の状態に保つには、他のサービス管理プロセスからの入力が必要です
どのプロセスが最も貢献しているでしょうか?
A) ITサービスの財務管理
B) 可用性管理
C) 問題管理
D) 変更管理
3. 「品質システム」の最も適切な定義は何ですか?
A) サービスプロバイダー組織の全員が遵守する必須の品質管理慣行
B) 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
C) 品質管理を実施するための責任、手順、リソースに関連する組織構造
D) これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
4. サービス報告プロセスの目的は何ですか?
A) すべてのサービス活動において情報セキュリティを効果的に管理するために講じられた措置を文書化すること
B) 意思決定と効果的なコミュニケーションを支援するために、合意されたタイムリーで信頼できる正確な情報を作成すること
C) レポートに含まれる情報を使用してインシデントの原因を特定および分析することで、ビジネスへの混乱を最小限に抑えるため
D) サービス管理の計画と実施に関する進捗報告を提供するため
5. 企業は継続的改善の原則を適用することを決定しました。この決定によりどのようなアクションが生じるでしょうか?
A) 顧客満足度を分析し、その結果として得られるアクションを特定する
B) サービス管理システムを少なくとも年に一度見直します。
C) 内部サービス組織の評価を開始します
D) 現状を分析および評価して、改善すべき領域を特定します。
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: D |
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