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質問 1：
What data is recorded when an incident is reported to the Service Desk?
A. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
B. the name of the person handling the Problem
C. the name of the person who approves the Request for Change (RFC)
D. the name of the person reporting the Incident
正解：D
質問 2：
A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.
What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?
A. Escalate according to procedures
B. Nothing, the service provider cannot control stock levels of the supplier
C. Find a new vendor who has the request phone
D. Cancel the request and inform the customer
正解：A
質問 3：
What does the term "Integrity" mean in the context of Information Security Management?
A. Screening the support staff on their loyalty to the IT organization
B. The accuracy, completeness and correctness of the information
C. Protecting the information against unauthorized use
D. Monitoring the access to information
正解：A
質問 4：
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
A. constant quality
B. innovating the way services are provided
C. incorporating technological innovations
D. methodological order based on best practices
正解：A
質問 5：
What is required for an implementation of IT Service Management to be successful?
A. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
B. The appointment of a specialist department responsible for the development of the process structures
C. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
正解：D
What data is recorded when an incident is reported to the Service Desk?
A. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
B. the name of the person handling the Problem
C. the name of the person who approves the Request for Change (RFC)
D. the name of the person reporting the Incident
正解：D
質問 2：
A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.
What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?
A. Escalate according to procedures
B. Nothing, the service provider cannot control stock levels of the supplier
C. Find a new vendor who has the request phone
D. Cancel the request and inform the customer
正解：A
質問 3：
What does the term "Integrity" mean in the context of Information Security Management?
A. Screening the support staff on their loyalty to the IT organization
B. The accuracy, completeness and correctness of the information
C. Protecting the information against unauthorized use
D. Monitoring the access to information
正解：A
質問 4：
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
A. constant quality
B. innovating the way services are provided
C. incorporating technological innovations
D. methodological order based on best practices
正解：A
質問 5：
What is required for an implementation of IT Service Management to be successful?
A. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
B. The appointment of a specialist department responsible for the development of the process structures
C. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
正解：D
Kitaoka -
こちらPass4TestのEX0-115問題集、レイアウトが絶妙で
初心者でも挫折しないように、丁寧に解説されていて
適度な図解もあり、非常に読みやすく分かりやすいです。