최신 ISO20KF 무료덤프 - EXIN ISO / IEC 20000 Foundation

문제1

If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A. During service reporting

B. After the breach

C. Before the breach

D. Never

정답: C

문제2

What is the added value of a service being delivered?

A. You can specifically define the service by means of a Service Level Agreement (SLA).

B. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.

C. You do not have the ownership of specific costs and risks in producing the service.

D. You do not have to invest in a process to control it.

정답: C

문제3

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A. annually

B. only when there is a businessneed to change the service

C. quarterly

D. monthly

정답: A

문제4

During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A. theSenior responsible owner

B. the Auditor

C. the Service Level Manager

D. the Business Relationship process owner

정답: A

문제5

What is the objective of planning and implementing new or changed services?

A. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner

B. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

C. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

D. To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

정답: B

문제6

The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A. The number of people purchasing that service

B. How much the service costs compared to other providers of the service

C. How much the service costs divided by an average of evaluation scores

D. How well the service meets customer and user expectations

정답: D

문제7

Which service changes should be documented in change records?

A. Formal closure of services

B. All service changes

C. Staff recruitment

D. User training

정답: B

문제8

What is the primary purpose of analyzing Change records?

A. to detect increasing levels of Changes and emerging trends

B. to provide input to the Service Reporting process

C. to check if related Incident records are adequately closed

D. to be able to open a new Problem record, so proactive identification of Incidents is possible

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제9

According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A. Supplier Management

B. Contract Management

C. Service Level Management

D. Business Relationship Management

정답: A

문제10

Which processes should the Plan, Do, Check, Act methodology be applied to?

A. all of the processes in scope of ISO/IEC 20000

B. those that support business critical services

C. the Planning & Implementing Service Management process

D. the Requirements for a Management System process

정답: A

최신 ISO20KF 무료덤프 - EXIN ISO / IEC 20000 Foundation

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