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| Section | Objectives |
|---|---|
| Service Management Processes | - Problem management - Configuration management - Release and deployment management - Incident and service request management - Change management |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
1. インシデント管理手順では何を定義する必要がありますか?
A) 緊急変更の実施
B) 問題の記録
C) 構成管理データベース (CMDB) の不備の記録
D) 事件の拡大
2. 可用性管理はサービス レベル管理プロセスにどのような貢献をしていますか?
A) 可用性管理は、ユーザーと協議して IT サービスの可用性を決定します。
B) 可用性管理は、提供されているサービスの可用性に関する情報を提供します。
C) 可用性管理により、すべてのユーザーがサービス レベル アグリーメント (SLA) を利用できるようになります。
D) 可用性管理は、ユーザーの可用性要件に関するデータを提供します。
3. 既知のエラーとは何ですか?
A) 解決が判明している重大インシデント
B) 原因と回避策が特定された問題
C) 対応できない問題
D) 解決された問題
4. サービス管理計画に関する ISO/EC 20000 要件とは何ですか?
A) 組織のノウハウを一切含まないこと
B) 組織のサービス管理計画の範囲を含める必要があります
C) 少なくとも 1 つのハードコピーで入手可能であり、承認されている必要があります。
D) 標準で指定された文書化された手順が含まれている必要があります
5. プロセスの機能とは何ですか?
A) 要求される品質特性への適合レベルを表します。
B) 構造的および組織的な役割と責任の説明を補完します。
C) 垂直方向および水平方向のエスカレーション オプションについて説明します。
D) これらは、監視オプションの完全なセットを表します。
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: D |
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