EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) 認定 ITSM20F 試験問題:

1. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
B) Increasing the scope of the CMDB
C) Increasing the number of records in the CMDB
D) Increasing the use of the CMDB

2. What is meant by the Urgency of an Incident?

A) the degree to which the incident gives rise to a deviation from the normal service level
B) the relative importance of the incidents when handling them
C) the time needed by IT Services to resolve the incident
D) the degree to which the solution of an incident tolerates delay

3. What is used for the assessment of maturity of organizations?

A) MOF
B) ITIL@
C) CobIT
D) CMMI@

4. 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) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
C) The service improvement targets should not change until the target is reached, or else no consistency is maintained
D) The progress should be monitored closely by an independent project manager to maintain objectivity.

5. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Availability Management
B) Financial Management for IT Services
C) Service Level Management
D) IT Service Continuity Management

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