An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?
A. establishing methods to measure the effectiveness and efficiency of each process
B. determining the needs and expectations of Customers and other interested parties
C. determining and providing the resources necessary to attain the quality objectives
D. agreeing to the quality policy and objectives with the Change Manager
正解:D
解説: (Pass4Test メンバーにのみ表示されます)
質問 2:
Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?
A. to determine whether the Service Management requirements are effectively implemented and maintained
B. to be able to allocate roles and responsibilities
C. to be able to define the objectives and requirements that are to be achieved by Service Management
D. to be able to establish the Service Management policy, objectives and plans
正解:A
解説: (Pass4Test メンバーにのみ表示されます)
質問 3:
Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
A. Analyze customer satisfaction and identify resulting actions
B. Review the Quality Management System at least annually
C. Start an internal service organization evaluation
D. Analyze and evaluate the existing situation to identify areas for improvement
正解:D
質問 4:
A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
A. The Release is tested to the satisfaction of the Customers.
B. Contingency and back-out plans are available.
C. Changes are scheduled based upon priority and risk.
D. Redundant products, services and licenses are decommissioned.
正解:D
解説: (Pass4Test メンバーにのみ表示されます)
質問 5:
When scoping for ISO/IEC 20000, what is it that will be audited for certification?
A. the ITIL processes in scope
B. the Management System in scope
C. the sections of the standard in scope
D. the services in scope
正解:B
白石** -
とても分かりやすく丁寧に、ISO20KFをすんなり理解できました。