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

1. ISO/IEC 20000 によると、サービス プロバイダーと顧客は、サービス範囲の変更について話し合うサービス レビュー ミーティングに出席する最低頻度はどれくらいですか?

A) 四半期ごと
B) 毎年
C) 毎月
D) ビジネス上サービスを変更する必要がある場合のみ

2. 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

3. プロセスの機能とは何ですか?

A) これらは、監視オプションの完全なセットを表します。
B) 要求される品質特性への適合レベルを表します。
C) 構造的および組織的な役割と責任の説明を補完します。
D) 垂直方向および水平方向のエスカレーション オプションについて説明します。

4. できるだけ早くサービスを回復する責任はどのプロセスに含まれますか?

A) インシデント管理
B) 問題管理
C) ITサービス継続管理
D) 可用性管理

5. さまざまな種類のイベントがサービス デスクに報告されます。どのイベントがインシデントですか?

A) 新しいトナーカートリッジがプリンターに取り付けられたことを通知します。
B) 新規簿記パッケージのインストール要求
C) 特定のアプリケーションのロールアウトに関する情報
D) プリンターが動作していないという報告

Solutions: