PECB ISO-IEC-20000-Foundation 問題集

質問 1：
A transport company with 1500 laptops, received many requests for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?
A. Configuration management
B. Service level management
C. Capacity management
D. Service availability management
正解：C

質問 2：
Which is a requirement of incident management for a Major Incident?
A. The customer shall be responsible for the definition of a Major Incident
B. Responsibility shall be assigned for managing a major incident
C. The root cause of a major incident shall be recorded at the time the incident record is created
D. Opportunities for improvement shall be identified before the incident is resolved
正解：B

質問 3：
What is the intent of incident management?
A. To match new incidents to known errors
B. To communicate with customers as to future service disruptions
C. To restore services as quickly as possible
D. To track problems into the known error database
正解：C

質問 4：
Why would organization adopt ISO/TEC 20000?
A. To certify their products
B. To confirm that all ITIL guidelines have been implemented
C. To review the Service Management System (SMS)
D. To certify their services
正解：C

質問 5：
Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?
A. Recertificat ion audit
B. Surveillance audit
C. Internal audit
D. Gap analysis audit
正解：B

質問 6：
Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?
A. Top management
B. A consultancy organization
C. The Registered Certification Body
D. Any process owner
正解：A