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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:

1. 問題管理のアクティビティの 1 つは、傾向を理解するために、構成管理データベース (CMDB) に保持されている過去のインシデントと問題のデータを分析することです。
問題管理のどの側面がこれを実現しますか?

A) プロアクティブな問題管理
B) エラー制御
C) 問題の制御
D) 根本原因の特定

2. Plan、Do、Check、Act の方法論をどのプロセスに適用する必要がありますか?

A) ビジネスに不可欠なサービスをサポートするもの
B) サービス管理の計画と実装のプロセス
C) スコープ内のすべてのプロセス
D) 管理システムプロセスの要件

3. 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

4. 企業は継続的改善の原則を適用することを決定しました。この決定によりどのようなアクションが生じるでしょうか?

A) 顧客満足度を分析し、その結果として得られるアクションを特定する
B) サービス管理システムを少なくとも年に一度見直します。
C) 現状を分析および評価して、改善すべき領域を特定します。
D) 内部サービス組織の評価を開始します

5. ISO/IEC 20000 の目的は何ですか?

A) 統合プロセスアプローチの採用を促進する
B) セキュリティ管理に関するベスト プラクティス ガイダンスを提供します。
C) IT サービス管理に関するベスト プラクティス ガイダンスを提供する
D) IT ガバナンスの導入を促進するため

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