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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 |
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| 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 # 13
Which would NOT be included in a service management plan?
- A. List of services
- B. Resources required to operate the service management system
- C. Service desk contact details and hours of service
- D. Technology used to support the service management system
正解：C
質問 # 14
When managing a major incident, what is one of the activities that needs to be performed?
- A. Involve the customer
- B. Initiate problem management activities
- C. Escalate the incident
- D. Keep top management informed
正解：D
質問 # 15
How can an organization determine the effectiveness of the service level management process?
- A. By reporting on all incidents
- B. By checking contracts with suppliers
- C. By defining service levels
- D. By monitoring service level targets
正解：D
質問 # 16
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. service management processes used for
- B. name of the organization
- C. number of resources required for
- D. names of suppliers involved in
正解：B
質問 # 17
During an audit, what is an observation?
- A. A conformity where there is an opportunity for improvement
- B. A non-fulfillment of a requirement
- C. A finding against an area which is NOT in the scope of the standard
- D. A recommendation that has to be actioned
正解：A
質問 # 18
What is an example of a requirement for the service management objectives?
- A. They should be consistent with the service management policy
- B. They should be shared with the customers
- C. They should be easy to realize
- D. They should be left unchanged, even if services change
正解：A
質問 # 19
A release is tested before deployment. The release fails the test because it does not meet the acceptance criteri a. According to the standard, what must happen?
- A. The organization should decide on necessary actions and deployment
- B. The operations team should make the decision to safeguard the live environment
- C. The release should be stopped and rejected so another team can fix it
- D. The change advisory board (CAB) should meet and decide whether to deploy or not
正解：A
質問 # 20
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 signing a contract with the external supplier
- D. By appointing a designated individual who is responsible for managing the relationship with the external supplier
正解：B
質問 # 21
What do demand management and capacity management do?
- A. Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services
- B. Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs
- C. Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand
- D. Demand management determines future capacity needs. Capacity management monitors current capacity
正解：C
質問 # 22
What does ISO/IEC 20000-1 specify?
- A. The requirements for a service management system
- B. Guidance on the application of service management systems
- C. A methodology for ensuring that service management operates at the least possible cost
- D. Best practice guidelines for service management
正解：A
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 a process exists for the procurement of suppliers
- C. To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers
- D. To ensure that subcontracted suppliers meet contractual requirements in all circumstances
正解：C
質問 # 24
ISO/IEC 20000-1 can be applicable to a service provider:
- A. Only if its customers have demonstrated conformity to ISO/IEC 20000 requirements
- B. Even if its customers or suppliers have demonstrated conformity to ISO/IEC 20000 requirements
- C. Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirements
- D. Only if its suppliers haven't demonstrated conformity to ISO/IEC 20000 requirements
正解：B
質問 # 25
How should a problem requiring a change to a configuration item be resolved?
- A. Use a service request
- B. Update the configuration management database
- C. Raise a request for change
- D. Escalate the problem to service level management
正解：C
質問 # 26
Which is a reason for the requirement to budget service costs?
- A. To improve the service management processes
- B. To enable effective financial control for services
- C. To provide the basis for service provider organization charges
- D. To reduce overall service costs
正解：B
質問 # 27
Which is not an example of configuration information for a CI?
- A. Feature of a service
- B. Relationship with other Cis
- C. Status
- D. Unique identification
正解：A
質問 # 28
What is not an input to manage continual improvement?
- A. Relevant directives from top management
- B. Optimized resource utilization or risk reduction
- C. Problem records
- D. Governance of processes operated by other parties
正解：D
質問 # 29
Why would organization adopt ISO/TEC 20000?
- A. To review the Service Management System (SMS)
- B. To confirm that all ITIL guidelines have been implemented
- C. To certify their products
- D. To certify their services
正解：A
質問 # 30
What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001?
- A. The management systems of all three may be integrated
- B. Certification of ISO 9001 and ISO/IEC 27001 Is a pre-requisite to applying for ISO/IEC 20000-1 certification
- C. Organizations can only be certified to one of them at a time
- D. Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used
正解：A
質問 # 31
Which event is NOT part of the definition of an incident?
- A. A reduction in the quality of a service
- B. A request for access to a service
- C. An event that has NOT yet impacted the service to the customer
- D. An unplanned interruption to a service
正解：B
質問 # 32
How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?
- A. Five
- B. One
- C. Two
- D. Three
正解：D
質問 # 33
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. Release and deployment management
- B. Configuration management
- C. Service desk
- D. Change management
正解：D
質問 # 34
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