Service Management

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?

Which of the following is the most appropriate description concerning a service desk?

A service desk handles inquiries by e-mail, and a receptionist checked the content of each e-mail and assigned a person in charge of answering. Recently, an automatic assignment tool was introduced for the purpose of improving the efficiency of the assignment work. The automatic assignment tool assigns a person in charge of answering automatically on the basis of the content of the e-mail, but there are cases where it cannot make an assignment or makes an incorrect assignment, and these are handled manually. When the situations before the introduction and half a year after the introduction are as follows, by what percentage could the time for assignment be reduced for the service desk as a whole? Here, the reduction rate (%) of the time for assignment is rounded off to the nearest whole number.

Which of the following is an appropriate explanation of problem management, which is a process of IT service management?

In an organization, the group that manages IT assets checks the usage of the shared disk monthly, and when the capacity is likely to become insufficient, it takes measures to avoid a capacity shortage, such as calling on users to delete unnecessary files and moving files that are not used immediately to another medium. Adding a shared disk is planned and implemented on a yearly basis. One day, the usage of the shared disk reached its upper limit, and an event occurred that hindered the business operations of the organization. When the response to this event is considered by dividing it into incident management, problem management, and improvement of the service management system, which of the following is the list that contains all and only appropriate items as improvement of the service management system?

Which of the following performs activities such as planning of an SLA, negotiation of service content, drafting, agreement, introduction, and measurement?

In an organization, in the past all the employees came to the office to carry out their work, but currently they carry out their work by using both coming to the office and telework as appropriate. In this organization, which of the following lists all and only the appropriate examples of improvement that are made from the viewpoint of facility management?

Which of the following is expressed as the percentage of the time during which the customer could actually use the IT service, out of the agreed service hours?

Concerning IT service management, which of the following is the appropriate combination of terms to be inserted into blanks A and B in the description below?

A is a written agreement concerning service quality that is agreed upon between a service provider and a customer. The activity for checking the status of compliance with A and maintaining and improving the quality of IT services is B.

Which of the following is a floor in which a space of a certain height is provided under the floor for network wiring, etc., and panels that can be easily removed are laid out as floorboards?

Company A, which provides cloud services, not only has the operators of its service desk respond by telephone to questions concerning operation, but also publishes FAQs on its website. The reception hours of the service desk are from 9 a.m. to 6 p.m. Recently, in order to improve the service level of the service desk, the company has decided to introduce a chatbot for customers. Which of the following is the most appropriate effect of introducing the chatbot?

Which of the following is the most appropriate description of a chatbot?

At a call center, AI that recognizes the speech of the conversation between a customer and an operator and displays candidate answers to the customer’s inquiry on the screen of the operator’s PC was introduced into the system that supports operators who handle telephone inquiries from customers. The number of inquiries handled per day is 1,000, and they were divided into two (2) groups, A and B, according to the content of the inquiries. When the number of inquiries handled and the handling time of each group before and after AI introduction are as shown in the table, by what percentage could the time for handling the 1,000 inquiries be reduced after AI introduction?

In the operation of a system, an SLA was concluded with the users, and it was agreed that the available days are Monday through Friday, the available hours in a day are from 7:00 to 22:00, and the availability is 98% or more. In one (1) week of operation, what is the maximum number of hours for which a stop of the system due to failures, etc. can be allowed?

In order to evaluate a service desk, it is necessary to define and evaluate appropriate KPIs. Which of the following lists all and only the appropriate KPIs whose smaller values are better in order to increase customer satisfaction?

Among the risk measures that are taken to maintain and protect the facilities and equipment related to information systems, which of the following lists all and only the appropriate measures that are taken from the viewpoint of facility management?

Which of the following is the most appropriate activity that appropriately combines people, processes, and information technology, and manages them while continuously improving them, so that the IT systems being provided can meet the needs of the business?

Which of the following is the appropriate combination of the descriptions A through C concerning the management processes of IT service management, and the terms?

The IT department of Company A is considering extending the support hours to 24 hours in order to improve the service availability of the help desk. Company B, which has been entrusted with the help desk operations by Company A, proposed that, to achieve this, it would introduce and use a chatbot at Company B so that the late-night hours are covered by automatic responses, and Company A agreed to this because 24-hour support would be possible. Which of the following is the most appropriate document to be used for this agreement?

Indicators concerning IT services include MTBSI (Mean Time Between Service Incidents), which is the mean time between occurrences of incidents that make an IT service unavailable, and it represents how unlikely service interruptions are to occur. Which of the following is the most appropriate example of improving the MTBSI in an IT service?

Which of the following is the appropriate combination of words to be inserted into blanks A and B in the following description concerning the preparation of the system environment?

There is A as a concept by which companies, etc. keep resources such as buildings and facilities, which make up the system environment, in the best condition. Measures for preparing the system environment based on that concept include the deployment of B, a device that supplies power to servers for a certain period of time when a sudden power outage occurs.

In IT service management, the contents of past incidents were compiled into a database as FAQ. Among the descriptions A through C concerning the items that can be expected to be improved by this, which of the following lists all and only the appropriate ones?

Which of the following is an appropriate purpose of incident management in IT service management?

In the following description concerning SLA in IT service management, which of the following is the appropriate combination of words to be inserted into blanks A and B?

An SLA is a written agreement exchanged between A and B. The target values of the service that A expects are quantified, agreed upon, and then specified in the SLA, and B measures and evaluates them and then improves the quality of the service.

A service desk that handles telephone inquiries from customers introduced an operator support system such as the following. Among the effects A through C that can be expected from introducing this system, which of the following lists all and only the appropriate ones?

The system recognizes the conversation between the customer and the operator, instantly matches it against a knowledge database, and displays the items that should be confirmed next and the candidates for the optimal answer on the operator’s display.

Because the number of users of a system increased beyond the initial assumption and the response of the system deteriorated, it was decided to add one (1) server for reinforcement. The server whose operation test had been completed was incorporated into the system and put into operation. Which of the following is the appropriate process of IT service management that carries out this work?

Which of the following is an appropriate description concerning ITIL?

Which of the following is a compilation of best practices that focuses on the continual measurement and improvement of the quality of the IT services provided, from the perspectives of both the service provider and the customer?

At a call center, as a system that supports operators who handle telephone inquiries from customers, AI that recognizes the speech of the conversation between a customer and an operator and displays candidate answers to the customer’s inquiry on the screen of the operator’s PC was introduced. The number of inquiries handled per day is 1,000, and they were divided into two (2) groups, A and B, according to the content of the inquiries. When the number of inquiries handled and the handling time of each group before and after AI introduction are as shown in the table, by what percentage could the time for handling the 1,000 inquiries of one day be reduced after AI introduction?

A company has decided to introduce a chatbot in order to improve the service of its service desk. Which of the following is the most appropriate description concerning a chatbot?