プロセスの特性には「トリガの存在」があるか? Edit

Which of the following is NOT a characteristic of a process?

  • A.It is measurable
  • B.Delivers specific results
  • C.A method of structuring an organisation
  • D.Responds to specific events

PDCAサイクルの具体例をPDCAの順に並べよ? Edit

Order the following continual service improvement (CSI) implementation steps into the CORRECT sequence in alignment with the plan, do, check, act (PDCA) model. Please refer to the exhibit.

exhibit:

1.allocate roles and responsibilities to work on CSI initiatives

2.measure and review that the CSI plan is executed and its objectives are being achieved

3.Identify the scope, objectives and requirements for CSI

4.Implement CSI enhancement

  • A. 2-3-4-1
  • B. 1-3-2-4
  • C. 3-4-2-1
  • D. 3-1-2-4

財務管理とは? Edit

Whitch of these statements reflect the activities of IT Financial Management?

  1. IT Financial Management may calculate the prices to be charged for IT services
  2. IT Financial Management ensures that the IT depertment charges those who benefit from IT
  • A. Onry 1
  • B. Only 2
  • C. Neither
  • D 1 and 2

サービスポートフォリオ管理の目的? Edit

The MAIN purpose of the Service Portfolio is to describe services in terms of?

有用性と保証の具体例で正しい組み合わせは? Edit

A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

  • A. high utility and low warranty
  • B. low utility and high warranty
  • C. low utility and low warranty
  • D. high utility and high warranty

サービスカタログ管理とは? Edit

Which of the following is NOT the responsibility of the Service Catalogue Manager?

サプライヤ管理での定期的なレビューで関係するプロセスは? Edit

?

4つのPの組み合わせは、People,Process,Product,Partnerか? Edit

Service Design emphasises the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

  • A. People, Products, Partners, Profit
  • B. People, Process, Products, Partners
  • C. Potential, Preparation, Performance, Profit
  • D. People, Potential, Products, Performance

OLAの説明は? Edit

What is the BEST description of an Operational Level Agreement (OLA) ?

  • A. A document that describes to a customer how services will be operated on a day to day basis
  • B. A document that describes business services to operational staff
  • C. An agreement between the service provider and an external organization
  • D. An agreement between the service provider and another part of the same organization

既知のエラーレコードを登録するタイミングは、一時的なワークアラウンドが見つかったときか、原因と恒久的な対策が判明したときか? Edit

When can a Known Error record be raised?

1. At any time it would be useful to do so
2. After the permanent solution has been implemented
  • A. 2 only
  • B. Neither of the above
  • C. Both of the above
  • D. 1 only

A Know Error has been raised after diagnosis of Problem was complete but before a workaround has been found. Is this a valid approach?

  • A. Yes
  • B. No, the workaround must be found before a Known Error is created
  • C. No, a Known Error can only be raised after the permanent resolution has been implemented
  • B. No, a Known Error must be raised at the same time as a problem

インシデント管理とは? Edit

Which of the following are the main objectives of Incident Management? Select all that apply

  • A.To minimize adverse impacts on business operations
  • B.To automatically detect service affecting Events
  • C.The restore normal service operation as quickly as possible
  • D.None of the other alternatives apply

サービスデザインのプロセスでないものは? Edit

Which of the following areas would NOT be supported by a Service Design tool?

  • A.Software design
  • B.Process design
  • C.Environment design
  • D.Strategy design

V字モデルの右側は? Edit

The left-hand of the service V model represents requirements and specifications. What does the right-hand side of the service V model represent?

  • A. Performance and capacoty requirements of setvices and IT infrastructure
  • B. The business value that can be expected from a given service
  • C. Validation and Testing
  • D. roles and responsibilities for an effective service management implementation

標準的な変更の適切な説明は? Edit

Which of the following sentences BEST describes a Standard Change?

コンポーネント間の関係を保存するところは? Edit

Whitch process is responsible for recording relationships between service components?

  • A. service portfolio management
  • B. service asset and configuration management
  • C. incident management
  • D. service level management

リリースユニットとは? Edit

Which of the following is the CORRECT definition of the release unit?

  • A. the portion of a service or IT infrastructure that is normally released together
  • B. the team of people responsible for implementing a release
  • C. a measurement of cost
  • D. a function describes within service transition

リリースパッケージとは? Edit

A single release unit, or a structured set of release units can be defines within:

  • A. a request model
  • B. the release package
  • C. the RACI model
  • D. the plan, do, check, act (PDCA) cycle

要求実現で扱うものの具体例はどれ? Edit

Which of the following would NOT be a task carried out by the Request Fulfilment process?

  • A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
  • B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
  • C.Provision of information used to compare actual performance against design standards
  • D.Provision of information to users and customers about the availability of services and the procedure for obtaining them

アクセス管理とは? Edit

Which of the following BEST describes the goal of Access Management?

  • A. To provide a channel for users tp request and receive standard services
  • B. Provides the rights for users to be able to use a service or group of services
  • C. To prevent Problems and resulting Incidents from happening
  • D. To detect security events and make sense of them

イベント管理とは? Edit

Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

重大なインシデントの適切な説明は? Edit

Which of the following BEST describes a 'Major Incident'?

  • A.An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it
  • B.An Incident which requires a large number of people to resolve
  • C.An Incident which has a high impact on the business
  • D.An Incident that is so complex that it requires root cause analysis before any Workaround can be found

問題とは? Edit

Which of the following BEST describes a Problem?

  • A. Known Error for which the cause and resolution are not yet known
  • B. A serious Incident which has a critical impact to the business
  • C. The cause of one or more Incidents
  • D. The cause of two or more Incidents

継続的サービス改善モデルで「我々は達したか」の次は何? Edit

What would be the next step in the Countinual Service Improvement model (CSI) after (please refer to the exhibit).

Exhibit:

  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. ?
  • A. what is the return on investment?
  • B. hoe much did it cost?
  • C. what is the value on investment?
  • D. how do we keep the momentum going?

7ステップの改善プロセスの最初のステップは何? Edit

Which is the first step in the 7 Step Improvement Process?

  • A.Where are we now ?
  • B.Identify gaps in Service Level Agreement (SLA) achievement
  • C.Prepare for action
  • D.Define what you should measure

セルフヘルプとは? Edit

Which of the following is NOT an example of Self-Help capabilities?

  • A.Requirement to always call the service desk for service requests
  • B.Menu-driven range of self help and service requests
  • C.Web front-end
  • D.A direct interface into the back end process handling software

フォロー・ザ・サンはサービスデスクの構造か? Edit

Which of the following are Service Desk organisational structures?

1.Local Service Desk

2.Virtual Service Desk

3.IT Help Desk

4.Follow the Sun

  • A.2, 3 and 4 only
  • B.1, 2 and 4 only
  • C.1, 2 and 3 only
  • D.1, 3 and 4 only

アプリケーション管理の役割はどれ? Edit

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

  • A.Whether to buy an application or build it
  • B.Should application development be outsourced
  • C.Who the vendor of the storage devices will be
  • D.Where the vendor of an application is located

サービスレベルマネージャの役割はどれ? Edit

Exhibit:

1.Agreeing targets in Service Level Agreements

2.Designing the service so it can meet the targets

3.Ensuring all needed contracts and agreements are in place

Please refer to the exhibit.

Which of the following are responsibilities of a Service Level Manager?

  • A.1 and 3 only
  • B.All of the above
  • C.2 and 3 only
  • D.1 and 2 only

RACIモデルのR,A,C,Iの意味は? Edit

RACI is an acronym for four roles.Which of the following is NOT one of the RACI roles?

  • A. consulted
  • B. Reliable
  • C. Informed
  • D. Accountable


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Last-modified: 2010-04-29 Thu 14:12:34 JST (3457d)