최신EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) - ITSM20F무료샘플문제

A. Change Management

B. Release Management

C. Configuration Management

D. Asset Management

A. Documentation should be stored at a central place and be only accessible via procedures

B. Documentation should be protected from damage due to IT related disasters.

C. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

D. Documentation should be kept at least five years for auditing purposes.

A. As soon as there is a correct network plan for the change

B. As soon as the Request for Change (RFC) has been formally authorized

C. As soon as the Request for Change (RFC) has been classified

D. As soon as the impact analysis has been discussed by the members of the Change Advisory Board

A. to exceed expectations at all times based on solid processes followed rigidly at all times

B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

D. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

A. Service Level Agreements (SLAs)

B. Operational Level Contracts

C. Underpinning Contracts

D. Service Contracts

A. to manage information security effectively for critical services only

B. to manage information security effectively relating to the financial administration of service activities

C. to manage information security effectively for IT staff

D. to manage information security effectively within all service activities

A. The Release dates

B. The frequency and types of Releases

C. The Request for Change (RFC)

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

A. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

B. That business transactions between all parties are recorded

C. That the suppliers understand their obligation to the Service Provider

D. That information on the performance of all suppliers can be observed and acted upon