EXIN ISO20KF 問題集

質問 1：
What is the definition of Availability?
A. any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
B. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
C. the ability of a component or service to perform its required function at a stated instant or over a stated period of time
D. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 2：
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. cost, organizational, technical and commercial impact
C. the Service Management plan
D. an updated Operational Level Agreement
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?
A. Employees should have at least a relevantbachelors degree.
B. Personnel should all have a relevant Security training according to ISO/IEC 27002.
C. Appropriate records of education, training, skills and experience need to be maintained.
D. At least two employees should be suitably trained for each role.
正解：C
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質問 4：
What is mandatory to define in the Incident Management procedures?
A. The escalation of Incidents
B. The recording of Problems
C. The recording of deficiencies in the Configuration Management Database (CMDB)
D. The implementation of emergency Changes
正解：A

質問 5：
What details should be recorded as a baseline prior to implementing a plan for service improvement?
A. service quality and levels
B. backlog of changes for the service
C. number of staff involved
D. time taken to operate the process
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 6：
The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?
A. To present a professional image of the company
B. As input to financial management in order to determine charges for the service
C. As the basis for making management decisions and taking corrective actions
D. To compare the performance of the Service Desk with service targets
正解：C

質問 7：
How should the requirements for Service Continuity and Availability be identified?
A. This should be calculated based upon historical data for major Incidents and their consequences for the organization.
B. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
C. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
D. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
正解：C

質問 8：
What is the objective of the Service Continuity and Availability Management processes?
A. to ensure that agreed levels of service commitments to Customers can be met in all circumstances
B. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
C. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
D. to ensure agreed effective communication towards Customers
正解：B
解説: (Topexam メンバーにのみ表示されます)