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最新的 ITSM ITSM20F 免費考試真題:

1. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person reporting the Incident
B) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
C) the name of the person handling the Problem
D) the name of the person who approves the Request for Change (RFC)

2. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management supplies data about the availability requirements of users.
B) Availability Management acts in consultation with users to determine the availability of IT services.
C) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
D) Availability Management provides information about the availability of the services being provided.

3. What is a purpose of ISO/IEC 20000?

A) to provide best practice guidance on security management
B) to promote the adoption of an integrated process approach
C) to provide best practice guidance on IT Service Management
D) to promote the adoption of IT governance

4. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must include the scope of the organization's service management plan
B) It must include the documented procedures specified by the standard
C) It must never include any know-how of the organization
D) It must be available in at least one hard copy and approved

5. What is the aim of an internal audit?

A) To verify whether the defined key performance indicators (KPIs) are actually determined
B) To ensure and improve one's own quality capability
C) To monitor employee performance
D) To instruct all employees that quality-related requirements must be observed

問題與答案：