최신 Exin Certification ISO20KF 무료샘플문제:
1. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?
A) To improve the efficiency and effectiveness of the ITIL processes
B) To improve the efficiency and effectiveness of service support
C) To improve the efficiency and effectiveness of service delivery and management
D) To improve the efficiency and effectiveness of the business
2. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
A) System Lifecycle Management
B) Urgent Change
C) Major Incident
D) Service improvement activities
3. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A) the policies, plans and procedures of each process or set of processes
B) an updated Operational Level Agreement
C) the Service Management plan
D) cost, organizational, technical and commercial impact
4. What are the key contents of an IT Service Management System?
A) definition of corporate measures to achieve the required level of quality
B) systematic processes for ticket recording and follow-up only
C) a software system for the ticket system
D) a software system to monitor the key performance indicators (KPIs)
5. What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
A) The SLAs with the other parties
B) The Service Level Plans
C) The Service Management Plans
D) The SLAs with the customers
질문과 대답:
| 질문 # 1 정답: C | 질문 # 2 정답: D | 질문 # 3 정답: D | 질문 # 4 정답: A | 질문 # 5 정답: D |
985 개 고객 리뷰
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