Service Management
54 questions · IT Passport
When the operation of an information system is outsourced, which of the following is created in order to agree on the quality level for the service to be provided between the outsourcing party and the contractor?
In order to automatically respond to queries from users of an IT service, it was decided to install a chatbot. Which of the following is the most appropriate management process where such automation by a chatbot is effective?
A satellite office is constructed in a company that promotes telework. Measures to prevent overcurrent caused by lightning strikes were examined for network devices and PCs used in the satellite office. Which of the following is the most appropriate effective measure?
In IT service management, which of the following is the case where a person in charge of the service desk entrusts the resolution of a high-difficulty incident reported to the service desk to secondary support with specialized skills?
Which of the following is the most appropriate description concerning business improvement for a service desk?
Which of the following is an appropriate purpose for facility management concerning IT systems?
Which of the following is the most appropriate interface that responds to the query from a user in an interactive and automated manner?
In the PDCA cycle of service level management, which of the following is implemented as C (Check)?
Which of the following is the appropriate combination of IT service management and the content of the SLA for a hosting service A through C below?
Which of the following is the appropriate management system that improves the efficiency of IT operations and enhances the service quality including availability?
Which of the following is the appropriate activity for planning and implementing the points described below in order to maintain the project room and equipment used for system development?
A chamber to ensure confidentiality of test data is set up within a project room, and the entrance and exit are controlled. The server that is set up for testing is connected to an uninterruptible power supply in order to prevent data loss due to a power outage.
Which of the following is the most appropriate department for setting up a service desk that is a single point of contact for queries on the usage method of the internal system?
Which of the following is the appropriate description concerning SLM in an IT service?
Which of the following is an appropriate description concerning the IT service management activity?
Which of the following activities aims at the maintenance and improvement of the service level through monitoring and reviewing the service status in order to implement the terms of agreement of an SLA?
Which of the following is an appropriate measure of facility management that maintains and protects facilities and equipment of information systems?
In order to improve the value of an IT service to be provided, it is necessary to consider the balance of three (3) items, namely the offer price of the service, the functions of the service, that is, what the service can offer, and a guarantee of the service with maintained availability. Which of the following is a description that corresponds to guarantee of the service of an instant messenger?
In a service desk that acts as the point of contact for users, a tool that uses automated response technology is used in addition to telephone and e-mail. Which of the following is the most appropriate example of such a tool?
Which of the following is an appropriate requirement for the availability of an e-mail service in IT service management?
Which of the following is an appropriate purpose of providing FAQ to users in IT service management?
Among the descriptions A through D below, which of the following lists all and only the activities of facility management?
Which of the following is an appropriate example of criteria for evaluating the service level of a service desk that receives queries from system users over the telephone?
In a certain IT service, four (4) priority levels are set for system changes: urgent, high, medium, and low. Among the proposed system changes, which of the following is the change that should be classified as “urgent”? Here, regular release is scheduled at the end of each month.
Which of the following is the technical term that shows the management cycle in IT service management?
An SLA contains a written description of arrangements, such as the content of the service agreed upon between a service provider and a service user. Which of the following is an appropriate merit that is obtained by both the service provider and the service user through concluding an SLA?
Which of the following is an appropriate role of the service desk handling incident management when a system failure occurs?
For a system that accepts a query from a user in the input area on the web site, which of the following is the most appropriate mechanism to efficiently and promptly respond to the query in an interactive and automated manner?
In IT service management, which of the following is an appropriate process for resolving the fundamental causes of incidents and preventing their recurrence?
Which of the following is an activity that is performed by a service provider and is effective for the improvement of availability?
When service desk, reliability, and data management are among the items of an SLA of an application hosting and operation service, which of the following is the appropriate combination of the indexes A through C of the service level, and the items of the SLA?
Among the activities A through D concerning the information system of a company, which of the following is the list that contains all and only the appropriate activities that are performed from the viewpoint of the business continuity plan (BCP)?
In release management of IT service management, the items which have been planned and approved according to the change management are implemented in the production environment. Which of the following is an appropriate description concerning release management?
Which of the following is the most appropriate explanation of what a service desk implements?
In order to provide a service that meets customer needs, which of the following is an appropriate approach in which an organization performs maintenance, management, and continuous improvement for operation of an information system?
In service level management concerning the degree of customer satisfaction with a service desk, which of the following is an action that falls under the “A” of the PDCA cycle?
Which of the following is a framework that describes a collection of best practices of IT service management?
An organization is going to set up a service desk to respond to information system users. Which of the following is the most appropriate description concerning incident handling by the service desk?
For confidential information that is managed in an information system, which of the following is an appropriate measure that is taken from the facility management perspective to prevent information leakage?
The IT department of Company A plans to extend inquiry hours to 24 hours in order to improve the availability of the help desk. Company A agrees to the proposal by Company B that offers 24-hour support through automatic response during overnight hours by a chatbot. Which of the following is an appropriate document to be used for this agreement?
Which of the following descriptions concerning the requirements of IT service management in an example of an SNS corresponds to confidentiality?
When a user enters a query in the input area on the web, which of the following is the most appropriate mechanism for a system to efficiently and promptly respond to the query in an interactive and automated manner?
When a contract is signed between a user organization and an IT service provider, which of the following is the document that describes the consensus between the two parties in order to define the quality and scope of services?
Concerning an information system that is used by the department A and department B, the support department received information from user C that a report was not able to be printed from a printer on the network. When a failure of printing reports is defined in the SLA as below, which of the following is an action that complies with the SLA to be taken by the support department?
- •A failure shall be notified to the administrator of each user department within 20 minutes after the receipt of the failure information.
- •The failure shall be resolved and the recovery from the failure shall be notified to the person who sent the information as well as the administrator of each user department within two (2) hours after the receipt of the failure information.
Which of the following is an appropriate measure of facility management that maintains and protects facilities and equipment of an information system?
Which of the following is a document where an arrangement is made between a system operator and a user on contents regarding a system, such as “the recovery from a failure shall be 3 hours or less”?
In order to provide an IT service, it is required to maintain and protect the resources such as the building and the facilities in a data center so that the resources are kept in an optimal status. Which of the following is an appropriate description of the maintenance and protection of the building and the facilities?
The private power generator is installed to protect a business server against electric power failure, but it takes one minute to provide a stable power supply after the power failure is detected. Which of the following devices is necessary to supply temporary power to the server during that one-minute period?
In order to reduce the risk of unauthorized entry into the server room where a computer system is operating, the decision is made not to indicate the installation location of the computers. Which of the following is the appropriate management that corresponds to this measure?
When an abnormality in power supply voltage caused by power failure, lightning strike, etc. has been detected, a company wishes to inform its computers of this event, continue supplying power for a certain period of time, and safely shut down systems. Which of the following is an appropriate device that should be installed between computers and the power supply for this purpose?
Among the management activities for an information system that are performed by IT service management, which of the following is a process that provides a temporary workaround for a system failure and performs a prompt recovery?