ITSM20F.EN 무료 덤프문제 온라인 액세스

What does Service Management aim to achieve?

• A.to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
• B.to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
• C.to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
• D.to exceed expectations at all times based on solid processes followed rigidly at all times

Which Changes should be documented through formal change records?

• A.user training
• B.infrastructure changes
• C.staff recruitment
• D.change in business strategy

What are the key contents of a Service management system (SMS)?

• A.a software system to monitor the Key performance indicators (KPIs)
• B.systematic processes for ticket recording and follow-up only
• C.definition of corporate measures to achieve the required level of quality
• D.a software system for the ticket system

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 high level process model that organizes a broad range of IT activities
• C.to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
• D.to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

What is the objective of a Management System?

• A.to provide the policies and the framework that is needed for the effective management and implementation of all IT services
• B.to define, agree, record and manage levels of services
• C.to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
• D.to ensure that Key Performance Indicators (KPIs) are defined for all IT services