EXIN ISO / IEC 20000 Foundation 認定 ISO20KF 試験問題:

1. Which of the following is true of process descriptions?

A) They complement descriptions of structural and organizational roles and responsibilities.
B) They express the level of compliance with the requested quality characteristics.
C) They describe vertical and horizontal escalation options.
D) They represent a complete set of monitoring options.

2. Which of the aspects listed below is included in ISO/IEC 20000?

A) Employee motivation
B) Standard products
C) Social responsibility
D) Customer communication

3. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

A) in a Capacity Plan
B) in a Configuration Management Database (CMDB)
C) in a Service Level Agreement (SLA)
D) in a Definitive Software Library (DSL)

4. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A) to reduce Incidents during the service delivery process
B) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
C) to optimize the resolution processes so that service levels are exceeded
D) to gather information about potential new services that might be interesting for the end users of the services

5. While planning for service improvements, what is an important best practice to consider?

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

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