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

1. インシデントがサービスデスクに報告されると、どのようなデータが記録されますか?

A) 問題を処理した担当者の名前
B) 構成管理データベース (CMDB) に変更を実装する権限のある人の名前
C) 変更要求 (RFC) を承認する人の名前
D) インシデントを報告した人の名前

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) プロセス構造の開発を担当する専門部門の任命
B) 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
C) 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
D) 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

3. 構成ベースラインとは何ですか?

A) サービスプロバイダーの能力のベンチマーク
B) リリースに割り当てられた変更リクエスト
C) ある時点での IT サービスまたは個々の構成アイテム (CI) の状態のスナップショット
D) 構成監査レポート

4. 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) 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。
B) 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。
C) 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。
D) 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。

5. 構成管理データベース (CMDB) の詳細情報の量を増やすにはどうすればよいでしょうか?

A) CMDBのレコード数を増やす
B) CMDB 内の各構成アイテム (CI) の属性の数を増やす
C) CMDB の使用量を増やす
D) CMDB のスコープを拡大する

Solutions: