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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Operation of the Service Management System | 55% | - Service portfolio and configuration processes
|
| Topic 2: Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
| Topic 3: Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. ユーザーへの情報配布はどのプロセスまたは機能が担当しますか?
A) 変更管理
B) インシデント管理
C) サービスデスク
D) 顧客関係管理
2. マネジメントシステムの目的は何ですか?
A) サービスのレベルを定義、同意、記録、管理するため
B) 新しいサービスとサービスの変更が、合意されたコストとサービス品質で提供および管理可能であることを保証するため
C) すべての IT サービスに対して重要業績評価指標 (KPI) が定義されていることを確認します。
D) すべての IT サービスの効果的な管理と実装に必要なポリシーとフレームワークを提供する
3. ドキュメントはサービス管理の証拠の重要な部分です。ドキュメントに関するベスト プラクティスは何ですか?
A) ドキュメントは、IT 関連の災害による損傷から保護される必要があります。
B) 文書は監査の目的で少なくとも 5 年間保存する必要があります。
C) 文書は監査目的で ISO/EC 20000 の要件を参照する必要があります。
D) 文書は中央の場所に保管され、手順を介してのみアクセスできるようにする必要があります。
4. 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、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。
B) 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。
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。
5. インシデントの緊急性とは何を意味しますか?
A) インシデントが通常のサービス レベルからの逸脱を引き起こす程度
B) インシデントの解決が遅延を許容する度合い
C) インシデントを処理する際のインシデントの相対的な重要性
D) IT サービスがインシデントを解決するのに必要な時間
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: B |
