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EXIN ITSM20F日本語 Exam Syllabus Topics:

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:

Question 1

サービス管理は何を達成することを目指していますか?

A. 常に厳格に遵守される確かなプロセスに基づいて、常に期待を超える
B. 顧客との継続的なコミュニケーションに基づいて、合意され明確に定義された品質レベルを提供すること
C. 時には顧客が失望することを承知し、時には期待を上回ること
D. サービス管理組織が顧客の品質を評価できる、明確に定義されたプロセスと尺度を提供する。

Question 2

IT サービス管理の導入を成功させるには何が必要ですか?

A. 運営スタッフから経営陣まで、組織内のあらゆるレベルの担当者の関与とコミットメント
B. プロセス構造の開発を担当する専門部門の任命
C. 組織の管理者が実行を強力かつ目に見える形で強制するトップダウンのアプローチ
D. 特に IT サービス管理活動に運用的に関与する組織内のレベルからの賛同

Question 3

問題管理プロセスの次のアクティビティのうち、変更管理プロセスに関連するものはどれですか?

A. 問題の修正
B. 問題の分類
C. 解決策を検討中
D. 問題の特定

Question 4

サプライヤー X 継続のサービス デスクも同じインシデント レポートを受け取ります。これは、クライアント/サーバー アプリケーションの最新バージョンに関係します。以前のバージョンを再インストールすると、問題は発生しなくなります。原因はまだ特定されていないため、サプライヤーは顧客に対し、問題が発生した場合は旧バージョンを一時的にインストールするよう助言することにした。
このアドバイスはどのような例ですか?

A. 変更リクエスト
B. 問題
C. 既知のエラー
D. 回避策

Question 5

可用性管理はサービス レベル管理プロセスにどのような貢献をしていますか?

A. 可用性管理は、ユーザーと協議して IT サービスの可用性を決定します。
B. 可用性管理により、すべてのユーザーがサービス レベル アグリーメント (SLA) を利用できるようになります。
C. 可用性管理は、ユーザーの可用性要件に関するデータを提供します。
D. 可用性管理は、提供されているサービスの可用性に関する情報を提供します。

Solutions: