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| Section | Objectives |
|---|---|
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Service Management Processes | - Change management - Incident and service request management - Release and deployment management - Problem management - Configuration management |
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
1. 可用性管理はサービス レベル管理プロセスにどのような貢献をしていますか?
A) 可用性管理は、ユーザーの可用性要件に関するデータを提供します。
B) 可用性管理は、ユーザーと協議して IT サービスの可用性を決定します。
C) 可用性管理は、提供されているサービスの可用性に関する情報を提供します。
D) 可用性管理により、すべてのユーザーがサービス レベル アグリーメント (SLA) を利用できるようになります。
2. 要求された変更の効果的な計画、調整、評価に必要なアクティビティの 1 つは、影響と必要なリソースを評価することです。
このアクティビティを担当するプロセスまたは機能はどれですか?
A) リリース管理
B) 変更管理
C) サービスデスク
D) 構成管理
3. ドキュメントはサービス管理の証拠の重要な部分です。ドキュメントに関するベスト プラクティスは何ですか?
A) 文書は中央の場所に保管され、手順を介してのみアクセスできるようにする必要があります。
B) ドキュメントは、IT 関連の災害による損傷から保護される必要があります。
C) 文書は監査目的で ISO/EC 20000 の要件を参照する必要があります。
D) 文書は監査の目的で少なくとも 5 年間保存する必要があります。
4. 規格の文脈において、「適合」という用語は何を表しますか?
A) サプライヤー認証の検証
B) 要件への準拠
C) 監査不適合報告書と再監査報告書との調整
D) 認定機関による品質マネジメントシステム認証
5. 電子メール クライアント ソフトウェアのアップグレードには、オペレーティング システムのセキュリティ パッチとメモリのアップグレードが必要です。
これらの変更の展開はどのプロセスまたは機能が担当しますか?
A) セキュリティ管理
B) リリース管理
C) 変更管理
D) サービスデスク
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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