ITSM20F.EN 無料問題集「EXIN IT Service Management Foundation based on ISO/IEC 20000」

（A）the impact

（B）the category

（C）the wishes of the customer

（D）the requisite resources

（A）Process description

（B）Service level agreement (SLA)

（C）Service management policy

（D）Change Advisory Board (CAB) meeting minutes

（A）Problem management

（B）Incident and service request management

（C）Availability management

（D）Service reporting

（A）To guarantee that Service levels will be met in all circumstances

（B）To satisfy the needs of legislative requirements across the world

（C）To manage the financial costs of service delivery according to agreed budgets

（D）To deliver a fit for purpose service that is aligned to the agreed customer requirements

（A）Timelines

（B）Functions

（C）Statistical support

（D）Expected outcomes

（A）How they contribute to total salary reduction

（B）How they contribute to the Total cost of ownership (TCO)

（C）How they contribute to the achievement of the Service management objectives

（D）How they can provide policies and a framework for a Service management system

（A）defining criteria for subcontractors

（B）ensuring the contract refilects current requirements

（C）defining a point of contact who manages the relationship

（D）monitoring supplier performance against agreed targets