1076 お客様のコメント
クリック」
質問 1：
What does Service Management aim to achieve?
A. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
B. to exceed expectations at all times based on solid processes followed rigidly at all times
C. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
D. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
正解：D
質問 2：
What may define the scope of Service Management in the Service Management plan?
A. the specific processes undertaken
B. the location of the services
C. the number of staff
D. the size of the infrastructure
正解：B
質問 3：
Who or what should always be informed in case a release is rejected, delayed or
cancelled?
A. The senior management representative
B. Change management
C. Incident management
D. Business relationship management
正解：B
質問 4：
What has to be included in a well defined process?
A. Statistical support
B. Timelines
C. Functions
D. Expected outcomes
正解：D
質問 5：
Which process or function has the responsibility of distributing information to users?
A. Incident Management
B. Change Management
C. Customer Relationship Management
D. Service Desk
正解：D
質問 6：
One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Proactive Problem Management
B. Identification of root causes
C. Problem Control
D. Error Control
正解：A
質問 7：
Which process is responsible for registering the relationships within the IT infrastructure?
A. Release Management
B. Asset Management
C. Change Management
D. Configuration Management
正解：D
質問 8：
Which statement below is not a purpose of Supplier Management procedures?
A. That the suppliers understand their obligation to the Service Provider
B. That business transactions between all parties are recorded
C. That information on the performance of all suppliers can be observed and acted upon
D. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
正解：D
What does Service Management aim to achieve?
A. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
B. to exceed expectations at all times based on solid processes followed rigidly at all times
C. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
D. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
正解：D
質問 2：
What may define the scope of Service Management in the Service Management plan?
A. the specific processes undertaken
B. the location of the services
C. the number of staff
D. the size of the infrastructure
正解：B
質問 3：
Who or what should always be informed in case a release is rejected, delayed or
cancelled?
A. The senior management representative
B. Change management
C. Incident management
D. Business relationship management
正解：B
質問 4：
What has to be included in a well defined process?
A. Statistical support
B. Timelines
C. Functions
D. Expected outcomes
正解：D
質問 5：
Which process or function has the responsibility of distributing information to users?
A. Incident Management
B. Change Management
C. Customer Relationship Management
D. Service Desk
正解：D
質問 6：
One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Proactive Problem Management
B. Identification of root causes
C. Problem Control
D. Error Control
正解：A
質問 7：
Which process is responsible for registering the relationships within the IT infrastructure?
A. Release Management
B. Asset Management
C. Change Management
D. Configuration Management
正解：D
質問 8：
Which statement below is not a purpose of Supplier Management procedures?
A. That the suppliers understand their obligation to the Service Provider
B. That business transactions between all parties are recorded
C. That information on the performance of all suppliers can be observed and acted upon
D. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
正解：D
五月** -
PCでもスマホでも出来るようなので、電車などの隙間時間もデスクでも、効率よくITSM20F学習できそうです。