ITSM20F：最新的EXIN認證ITSM20F考題，IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)認證

問題1
What is the aim of an internal audit?

A. To verify whether the defined key performance indicators (KPIs) are actually determined

B. To ensure and improve one's own quality capability

C. To monitor employee performance

D. To instruct all employees that quality-related requirements must be observed

正確答案: B

問題2
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A. Service Desk

B. Change Management

C. Configuration Management

D. Release Management

正確答案: B

問題3
When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A. The budget available to Human Resources

B. A competitor's process management system

C. Any standards defined by the company itself

D. The time to update the process documentation

正確答案: C

問題4
The success and failure of Releases shall be measured. What is included in these measurements?

A. The Release dates

B. The Incidents related to a Release in the period following a Release

C. The frequency and types of Releases

D. The Request for Change (RFC)

正確答案: B

問題5
What is an ISO/EC 20000 requirement relating to the service management plan?

A. It must include the scope of the organization's service management plan

B. It must include the documented procedures specified by the standard

C. It must never include any know-how of the organization

D. It must be available in at least one hard copy and approved

正確答案: C

問題6
Different types of events are reported to the Service Desk. Which event is an incident?

A. Information about the rollout of a specific application

B. A request for the installation of a new bookkeeping package

C. A notification that a new toner cartridge has just been installed in a printer

D. A report that the printer is not working

正確答案: D

問題7
What is a parameter for measuring progress relative to key objectives in an organization?

A. Balanced Scorecard (BCS)

B. Critical Success Factor (CSF)

C. Service Improvement Program (SIP)

D. Key Performance Indicator (KPI)

正確答案: D

問題8
What are the key contents of an IT Service Management system?

A. Systematic processes for ticket recording and follow-up only

B. A software system to monitor the key performance indicators (KPIs)

C. A software system for the ticket

D. A documented organizational and operational structure

正確答案: D

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