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最新的 ITSM ITSM20F 免費考試真題:

1. 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

2. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
C) a process owner will work directly with business leadership and the process manager only works within IT
D) a process owner is a director and a process manager is a manager

3. Which of the following activities in the Problem Management process is related to the Change Management process?

A) classifying Problems
B) identifying Problems
C) correcting Problems
D) investigating a solution

4. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) methodological order based on best practices
B) incorporating technological innovations
C) constant quality
D) innovating the way services are provided

5. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A) Incident Management
B) Change Management
C) Availability Management
D) Problem Management

問題與答案：