EXIN ITSM20F.EN 問題集

質問 1：
While planning for service improvements, what is an important best practice to consider?
A. The progress of service improvement should be discussed at least weekly in the steering committee.
B. The service improvement targets should not change until the target is reached, or else no consistency is maintained
C. The progress should be monitored closely by an independent project manager to maintain objectivity.
D. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
正解：D

質問 2：
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A. A chronological training record for each individual
B. An overview of all personal details per employee
C. A record of all future training courses for each employee
D. An overview of all possible training modules that match with competences
正解：A

質問 3：
Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?
A. Configuration management
B. Budgeting and accounting for services
C. Capacity management
D. Change management
正解：A

質問 4：
A service provider discovers root cause of repetitive incident. The budget does not allow a permanent resolution.
What actions must the service provider now take?
A. Record the root cause and close the problem
B. Develop an action that will mitigate the impact of the problem on the service
C. Reclassify the problem as an incident so mitigating actions will occur
D. Escalate the information to Availability management for a service design change
正解：B

質問 5：
What can be improved by achieving quality objectives?
A. Effectiveness of the service
B. Relationship with interested suppliers
C. Relationship with unauthorized patties
D. Personal satisfaction of the Configuration Manager
正解：A

質問 6：
What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
A. To adopt an integrated process approach to manage services
B. To adopt an international standard on Information security management
C. To adoptIT governance
D. To adopt the best practices ofIT service management
正解：A

質問 7：
Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?
A. Service Desk Service
B. Incident Management
C. Problem Management
D. Level Management
正解：A

質問 8：
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
A. Documentation should be protected from damage due to IT related disasters.
B. Documentation should be stored at a central place and be only accessible via procedures
C. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
D. Documentation should be kept at least five years for auditing purposes.
正解：A

質問 9：
Deming proposed a system of continuous improvement.
Which four activities does this system involve?
A. Plan. Perform. Audit and Improve
B. Plan. Perform. Evaluate and Act
C. Plan. Do. Check and Act
D. Plan. Do. Evaluate and Act
正解：C