[2025年05月08日]ISO-IEC-20000-Foundation究極な学習ガイド [Q13-Q30]

[2025年05月08日]ISO-IEC-20000-Foundation究極な学習ガイド

究極なガイドで準備ISO-IEC-20000-Foundation認定試験ISO 20000は2025年更新

質問 # 13
Which statement about the use of technology and tools to achieve and maintain certification is correct?

A. Any tools used shall be listed on the ISO catalogue of approved tools
B. The data reported from the tools can be used to provide evidence for audits
C. The use of technology is mandatory
D. The technology and tools used shall be assessed during the audits

正解：B

質問 # 14
To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan?

A. The technology to support the service management system
B. The interfaces between the business processes
C. The procedure for dealing with emergency releases
D. The service continuity procedures

正解：A

質問 # 15
What is an audit observation?

A. A conformity to the standard where there is an opportunity for improvement
B. A finding against an area which is NOT in the scope of the standard
C. A recommendation that has to be actioned
D. A non-fulfilment of a requirement

正解：A

質問 # 16
Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

A. By agreeing the scope of the services to be delivered by the external supplier
B. By coordinate activities with other parties involved in the service lifecycle
C. By appointing a designated individual who is responsible for managing the relationship with the external supplier
D. By signing a contract with the external supplier

正解：B

質問 # 17
What is not an input to manage continual improvement?

A. Relevant directives from top management
B. Problem records
C. Optimized resource utilization or risk reduction
D. Governance of processes operated by other parties

正解：D

質問 # 18
What kind of request would qualify as a service request?

A. A request to terminate a subscription
B. A request for information
C. A billing inquiry
D. A request for a design change

正解：B

質問 # 19
What should be done to handle risks and opportunities?

A. Determine, document, and plan actions
B. Plan, do, check, and act using Deming's cycle
C. Record, classify, fulfill, and close
D. Avoid, reduce, and transfer

正解：A

質問 # 20
When managing a major incident, what is one of the activities that needs to be performed?

A. Keep top management informed
B. Escalate the incident
C. Initiate problem management activities
D. Involve the customer

正解：A

質問 # 21
How can an organization determine the effectiveness of the service level management process?

A. By defining service levels
B. By reporting on all incidents
C. By checking contracts with suppliers
D. By monitoring service level targets

正解：D

質問 # 22
One of the activities required for effective planning, coordination, and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?

A. Configuration management
B. Release and deployment management
C. Service desk
D. Change management

正解：D

質問 # 23
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

A. To ensure that supplier processes and procedures are defined
B. To ensure that subcontracted suppliers meet contractual requirements in all circumstances
C. To ensure that contracts with external suppliers are accessed for alignment against SLAs of customers
D. To ensure that a process exists for the procurement of suppliers

正解：C

質問 # 24
What is the value of good service management?

A. ensures people to comply with service level agreements (SLAS) using documented information
B. It provides a structure for service provisioning that can be adapted to the culture of the organization
C. It allows an organization to be certified, which always adds value for the business
D. It offers prescriptive guidance that allows the organization to create efficient processes.

正解：C

質問 # 25
When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

A. Service level management
B. Service availability management
C. Supplier management
D. Resource management

正解：C

質問 # 26
What does ISO/IEC 20000-1 specify?

A. Best practice guidelines for service management
B. A methodology for ensuring that service management operates at the least possible cost
C. The requirements for a service management system
D. Guidance on the application of service management systems

正解：C

質問 # 27
How are ISO/IEC 20000 Parts 1, 2, and 3 used?

A. A typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3
B. It is mandatory for a service provider to conform to all parts of the standard
C. Part 3 only applies to outsourcing organizations, but Parts 1 and 2 can be used by any service provider
D. Parts 2 and 3 provide advice to help an IT service provider conform to the requirements of Part 1 in an effective way

正解：D

質問 # 28
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

A. To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers
B. To ensure that supplier processes and procedures are defined
C. To ensure that subcontracted suppliers meet contractual requirements in all circumstances
D. To ensure that a process exists for the procurement of suppliers

正解：A

質問 # 29
Identify the missing words in the following sentence. The definition of the scope of the SMS shall include the services in scope and the [???] managing and delivering the services.