問題1
Which of the following is best definition of IT service management?
Which of the following is best definition of IT service management?
正確答案: A
問題2
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
正確答案: D
問題3
Which areas are NOT measured by process KPIs?
1 . Technology
2 . Performance
3 . Value
4 . Compliance
Which areas are NOT measured by process KPIs?
1 . Technology
2 . Performance
3 . Value
4 . Compliance
正確答案: C
問題4
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
正確答案: D
問題5
Which one of the following would NOT be defined as part of every process?
Which one of the following would NOT be defined as part of every process?
正確答案: C
問題6
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Which process is responsible for discussing reports with customers showing whether services have met their targets?
正確答案: C
問題7
Which one of the following is concerned with policy and direction?
Which one of the following is concerned with policy and direction?
正確答案: A
問題8
Availability management is directly responsible for the availability of which of the following?
Availability management is directly responsible for the availability of which of the following?
正確答案: A
問題9
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
正確答案: B