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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

品質管理システムは組織の何を強化するのに役立ちますか?

A. 顧客満足度
B. 第三者との関係
C. ISO/EC 20000
D. サプライヤーの満足度

Question 2

サービスデスクに関連する最も一般的なプロセスは何ですか?

A. インシデント管理
B. 変更管理
C. 構成管理
D. サービスレベル管理

Question 3

問題管理は、インシデントの量と種類の傾向分析を実行する責任があります。
その理由は何でしょうか?

A. 経営陣に報告できるようにするため
B. 容量データベースに入力を提供します。
C. サービスの正しいユーザーに請求できるようにするため
D. インシデントの反復発生を防止するため

Question 4

ITサービスマネジメントの定義は何ですか?

A. 顧客に価値を提供する専門的な組織能力
B. ベスト プラクティスに基づいてサービスを提供するための要件
C. サービスを運用するためのベスト プラクティス ガイダンス
D. 1 人以上の顧客にサービスを提供する組織

Question 5

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. 回避策
C. 問題
D. 既知のエラー

Solutions: