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最新的 Exin Certification ISO20KF 免費考試真題:

1. What purpose can the ISO/IEC 20000 standard serve?

A) It provides a yardstick for the design of a Total Quality Management System.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C) It defines the requirements to be satisfied in a certification audit.
D) It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

2. What is the objective of Service Level Management?

A) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
B) To establish and maintain good relationships with Customers
C) To define, agree, record and manage levels of service
D) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances

3. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
B) It shows that a company manages IT Services according to an independently audited quality standard.
C) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
D) It shows that the highest possible quality level has been achieved.

4. What does a quality policy aim to define?

A) the requirements of ISO/IEC 20000
B) the formally expressed quality intentions and direction of an organization
C) the legal obligations that the organization must fulfill
D) the requirements of the customer as stated in the Service Level Agreement (SLA)

5. What can be improved by achieving quality objectives?

A) effectiveness of the service
B) personal satisfaction of the Configuration Manager
C) relationship with interested suppliers
D) relationship with unauthorized parties

問題與答案：