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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
| Topic 2: Operation of the Service Management System | 55% | - Resolution and control processes
|
| Topic 3: Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
Question 1
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. 可用性管理
B. 問題管理
C. インシデント管理
D. ITサービス継続管理
Question 2
リリースが拒否されたり、遅延したり、リリースが拒否されたりした場合には、常に誰に、何を伝えるべきか
キャンセル？
A. 変更管理
B. ビジネス関係管理
C. 上級経営陣の代表者
D. インシデント管理
Question 3
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. インシデントを報告した人の名前
B. 変更要求 (RFC) を承認する人の名前
C. 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
D. 問題を処理した担当者の名前
Question 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. 文書は監査の目的で少なくとも 5 年間保存する必要があります。
B. 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。
C. 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。
D. 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。
Question 5
サービス品質を定義するものは何ですか?
A. 99.999% の継続的な可用性レベルの達成
B. コスト効率の高いサービスの提供
C. 明示された顧客の要件と期待を満たす
D. プロバイダーと顧客が事前に評価できる一連のアクティビティ
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: C |
