최신EXIN IT Service Management Foundation based on ISO/IEC 20000 - ITSM20F.EN무료샘플문제

A. the wishes of the customer

B. the impact

C. the requisite resources

D. the category

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

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

C. To monitor employee performance

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

A. Service Level Requirement

B. Underpinning Contract

C. Service Catalog

D. Service Level Agreement (SLA)

A. Change management

B. Service desk

C. Release management

D. Availability management

A. organizational structure related to responsibilities, procedures and resources for implementing quality management

B. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

C. mandatory Quality management practices followed by everyone in the service provider organizations

D. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

A. Availability Management

B. Incident Management

C. Change Management

D. Problem Management

A. When all relevant information for classification and routing has been entered.

B. When the user or customer has been given the opportunity to confirm that the service is restored.

C. When the Incident has been dispatched outside the Service desk department.

D. When the Incident is solved and normal operation is restored.

A. To reduce the operational cost of the organization

B. To improve service reporting

C. To enable employees to perform their role effectively

D. To help staff to further their career

A. A report that the printer is not working

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. Information about the rollout of a specific application

A. You do not have to invest in processes to control the service.

B. Services have a lower total cost of ownership.

C. You can specifically define the service by means of a Service level agreement (SLA).

D. Services facilitate outcomes for customers.