EXIN ISO20KF 問題集

質問 1：
What is the objective of a Management System?
A. To define, agree, record and manage levels of services
B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. To provide the policies and the framework that is needed for the effective management and implementation of all IT services
D. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
正解：C

質問 2：
Why is a scope statement for ISO/IEC 20000 important?
A. It defines what the management system has been certified against
B. It details all of the services that have been certified
C. It details all of the companies that have been certified
D. It identifies which processes have been excluded from the scope
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 3：
What level of Capacity is targeted by Capacity Management?
A. sufficient Capacity to meet all current and future demands
B. sufficient Capacity to meet all development and operational requirements
C. sufficient Capacity to meet agreed current and future demands
D. sufficient Capacity to meet current demands only
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 4：
What is the primary purpose of analyzing Change records?
A. to provide input to the Service Reporting process
B. to check if related Incident records are adequately closed
C. to be able to open a new Problem record, so proactive identification of Incidents is possible
D. to detect increasing levels of Changes and emerging trends
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 5：
What is accreditation in the context of ISO/IEC 20000?
A. The determination of measurement results using defined procedures on the basis of documented requirements
B. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
C. The notification of approved testing and certification bodies with the relevant authority for publication
D. The official recognition by a third party of organizations involved in testing, inspection and certification
正解：D

質問 6：
Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
A. to be able to charge to the correct users of the service
B. to prevent repetitive occurrence of Incidents
C. to be able to provide reports to management
D. to provide input to the Capacity Database
正解：B

質問 7：
What is required to be included in Release Management procedures according to ISO/IEC 20000?
A. the authorization and implementation of emergency Changes
B. the updating and changing of configuration information and Change records
C. the recording of all reported Incidents
D. the investigation and prevention of Security Incidents
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 8：
When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?
A. Capacity Management
B. IT Service Continuity Management
C. Financial Management for IT Services
D. Availability Management
正解：A