まもなく無料セール終了！リアルISO-IEC-20000-FoundationのPDF解答で合格せよ [2025年02月12日]
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PECB ISO-IEC-20000-Foundation 認定試験の出題範囲：
| トピック | 出題範囲 |
|---|---|
| トピック 1 |
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| トピック 2 |
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| トピック 3 |
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質問 # 12
Which is a requirement of incident management for a Major Incident?
- A. The root cause of a major incident shall be recorded at the time the incident record is created
- B. Opportunities for improvement shall be identified before the incident is resolved
- C. Responsibility shall be assigned for managing a major incident
- D. The customer shall be responsible for the definition of a Major Incident
正解：C
質問 # 13
Why would organization adopt ISO/TEC 20000?
- A. To confirm that all ITIL guidelines have been implemented
- B. To review the Service Management System (SMS)
- C. To certify their services
- D. To certify their products
正解：B
質問 # 14
What is not an input to manage continual improvement?
- A. Optimized resource utilization or risk reduction
- B. Governance of processes operated by other parties
- C. Relevant directives from top management
- D. Problem records
正解：B
質問 # 15
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 interfaces between the business processes
- B. The procedure for dealing with emergency releases
- C. The service continuity procedures
- D. The technology to support the service management system
正解：D
質問 # 16
Which would NOT be included in a service management plan?
- A. List of services
- B. Resources required to operate the service management system
- C. Technology used to support the service management system
- D. Service desk contact details and hours of service
正解：D
質問 # 17
What is an audit observation?
- A. A conformity to the standard where there is an opportunity for improvement
- B. A non-fulfilment of a requirement
- C. A recommendation that has to be actioned
- D. A finding against an area which is NOT in the scope of the standard
正解：A
質問 # 18
How should a problem requiring a change to a configuration item be resolved?
- A. Escalate the problem to service level management
- B. Update the configuration management database
- C. Use a service request
- D. Raise a request for change
正解：D
質問 # 19
What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001?
- A. Organizations can only be certified to one of them at a time
- B. The management systems of all three may be integrated
- C. Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used
- D. Certification of ISO 9001 and ISO/IEC 27001 Is a pre-requisite to applying for ISO/IEC 20000-1 certification
正解：B
質問 # 20
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?
- A. To ensure that subcontracted suppliers meet contractual requirements in all circumstances
- B. To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers
- C. To ensure that a process exists for the procurement of suppliers
- D. To ensure that supplier processes and procedures are defined
正解：B
質問 # 21
What is the intent of incident management?
- A. To restore services as quickly as possible
- B. To communicate with customers as to future service disruptions
- C. To track problems into the known error database
- D. To match new incidents to known errors
正解：A
質問 # 22
"How do the information security requirements of ISO/IEC 20000-1 and ISO/IEC 27001 relate to each other?"
- A. The requirements of ISO/IEC 20000-1 are more elaborate than the requirements of ISO/IEC 27001
- B. The requirements of ISO/IEC 20000-1 are lighter than the requirements of ISO/IEC 27001
- C. The requirements of ISO/IEC 20000-1 are the same as the requirements of ISO/IEC 27001
- D. They don't relate
正解：B
質問 # 23
When managing a major incident, what is one of the activities that needs to be performed?
- A. Escalate the incident
- B. Initiate problem management activities
- C. Involve the customer
- D. Keep top management informed
正解：D
質問 # 24
Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change".
- A. proposal for a new service
- B. update to a configuration item
- C. change of scope
- D. access to a service
正解：D
質問 # 25
Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?
- A. Surveillance audit
- B. Internal audit
- C. Gap analysis audit
- D. Recertificat ion audit
正解：A
質問 # 26
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 technology and tools used shall be assessed during the audits
- C. The use of technology is mandatory
- D. The data reported from the tools can be used to provide evidence for audits
正解：D
質問 # 27
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.
- A. number of resources required for
- B. names of suppliers involved in
- C. name of the organization
- D. service management processes used for
正解：C
質問 # 28
What process, other than business relationship management, reviews service performance with the customer?
- A. Service availability management
- B. Budgeting and accounting for services
- C. Service Level management
- D. Service Reporting
正解：C
質問 # 29
Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?
- A. The competencies required for service management roles shall be determined
- B. Appropriate service management staff training records shall be maintained
- C. All service management staf shall be qualified to at least ITIL Foundation level
- D. All service management personnel shall be aware of their contribution to service management objectives
正解：C
質問 # 30
Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?
- A. Financial, suppliers, and service desk
- B. Technical, information, and financial
- C. Technical, work areas, and service desk
- D. Information, suppliers, and work areas
正解：B
質問 # 31
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