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| Section | Weight | Objectives |
|---|---|---|
| Operation of the Service Management System | 55% | - Service assurance processes - Service design, build and transition processes - Relationship and agreement processes - Service portfolio processes - Resolution and fulfilment processes - Supply and demand processes |
| Introduction to IT Service Management | 15% | - Core concepts surrounding ISO/IEC 20000-1:2018 - Core concepts of IT service management |
| Service Management System (SMS) | 30% | - Critical elements of a service management system - Core concepts of the service management system |
Question 1
情報セキュリティ管理に関して正しいのはどれですか?
A. セキュリティ インシデントは、問題管理手順に従って直ちに報告および記録する必要があります。
B. セキュリティ インシデントは、複数のユーザーに影響を与える場合にのみ報告および記録されます。
C. 情報セキュリティ管理。すべての情報システム内で効果的な情報セキュリティの管理に特に焦点を当てます。
D. 適切な権限を持つ経営者が情報セキュリティポリシーを承認するものとします。
Question 2
IT サービスの日常使用における第一線のサポートと支援の提供を担当するプロセスまたは機能はどれですか?
A. インシデント管理
B. サービスデスク
C. 可用性管理
D. サービスレベル管理
Question 3
リリース管理の責任の 1 つは、ソフトウェアのマスター コピーが安全な場所に確実に保管されるようにすることです。
この場所の名前は何ですか?
A. ソフトウェア配布ライブラリ
B. 決定版ソフトウェア ライブラリ (DSL)
C. 構成管理データベース (CMDB)
D. 容量データベース
Question 4
サービス管理は何を達成することを目指していますか?
A. 常に厳格に遵守される確かなプロセスに基づいて、常に期待を超える
B. 時には顧客が失望することを承知し、時には期待を上回ること
C. サービス管理組織が顧客の品質を評価できる、明確に定義されたプロセスと尺度を提供する。
D. 顧客との継続的なコミュニケーションに基づいて、合意され明確に定義された品質レベルを提供すること
Question 5
リリース ポリシーは文書化され、合意される必要があります。リリースポリシーには何を含める必要がありますか?
A. 変更要求 (RFC) をリリースします。
B. 発売日
C. の成功または失敗の分析
D. リリースの頻度と種類
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: B | Question 4 Answer: D | Question 5 Answer: D |
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