ITSM20F.EN 무료 덤프문제 온라인 액세스

Top management needs to ensure that employees are aware of the relevance and importance of their activities.
What else do all employees need to be aware of?

• A.How they contribute to the Total cost of ownership (TCO)
• B.How they contribute to total salary reduction
• C.How they can provide policies and a framework for a Service management system
• D.How they contribute to the achievement of the Service management objectives

What is the purpose of CobiT?

• A.to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
• B.to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
• C.to provide a high level process model that organizes a broad range of IT activities
• D.to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

What is the best definition of a Service management system?

• A.processes, procedures, responsibilities and resources for implementing Service management
• B.set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer
• C.mandatory Service management practices followed by everyone in the service provider organizations
• D.ability to maintain availability of theIT infrastructure, services and supporting organization to ensure these requirements are met consistently

What is a purpose of ISO/IEC 20000?

• A.to provide best practice guidance on IT Service Management
• B.to promote the adoption of IT governance
• C.to provide best practice guidance on security management
• D.to promote the adoption of an integrated process approach

What is meant by the Urgency of an Incident?

• A.the degree to which the incident gives rise to a deviation from the normal service level
• B.the time needed by IT Services to resolve the incident
• C.the degree to which the solution of an incident tolerates delay
• D.the relative importance of the incidents when handling them