최신 ITSM ITSM20F 무료샘플문제:
1. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?
A) Before the breach
B) During service reporting
C) After the breach
D) Never
2. When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?
A) Availability Management
B) IT Service Continuity Management
C) Capacity Management Financial
D) Management for IT Services
3. What does Service Management aim to achieve?
A) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
B) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
C) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
D) to exceed expectations at all times based on solid processes followed rigidly at all times
4. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A) Identification of root causes
B) Error Control
C) Proactive Problem Management
D) Problem Control
5. What is meant by the Urgency of an Incident?
A) the degree to which the solution of an incident tolerates delay
B) the degree to which the incident gives rise to a deviation from the normal service level
C) the relative importance of the incidents when handling them
D) the time needed by IT Services to resolve the incident
질문과 대답:
| 질문 # 1 정답: A | 질문 # 2 정답: C | 질문 # 3 정답: A | 질문 # 4 정답: C | 질문 # 5 정답: A |
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