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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

1500 台のデスクトップを擁する運送会社では、ここ数カ月間、内部メモリのサイズが不十分であることが判明したため、内部メモリの拡張を求める数十件のリクエストが届きました。
どのプロセスでこのような事態を防ぐべきだったのでしょうか?

A. 構成管理
B. サービスレベル管理
C. キャパシティ管理
D. 可用性管理

Question 2

組織内の主要な目標に対する進捗を測定するためのパラメータは何ですか?

A. 重要成功要因 (CSF)
B. サービス向上プログラム (SIP)
C. バランス スコアカード (BCS)
D. 重要業績評価指標 (KPI)

Question 3

問題管理プロセスの次のアクティビティのうち、変更管理プロセスに関連するものはどれですか?

A. 問題の修正
B. 問題の分類
C. 解決策を検討中
D. 問題の特定

Question 4

サービス管理計画に関する ISO/EC 20000 要件とは何ですか?

A. 組織のノウハウを一切含まないこと
B. 標準で指定された文書化された手順が含まれている必要があります
C. 組織のサービス管理計画の範囲を含める必要があります
D. 少なくとも 1 つのハードコピーで入手可能であり、承認されている必要があります。

Question 5

サービス レベル管理では、多数の重要なドキュメントが使用されます。これらのドキュメントの 1 つは、提供されるサービスとサービス レベルの概要で構成されています。
文書の名前は何ですか?

A. 基礎契約
B. サービスカタログ
C. サービス レベル アグリーメント (SLA)
D. サービスレベル要件

Solutions: