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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) Requirements | 30% | - Planning and support
|
| Topic 2: Operation of the Service Management System | 55% | - Supply and demand processes
|
| Topic 3: Introduction to IT Service Management | 15% | - Overview of ISO/IEC 20000 standard
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. サービスの改善を計画する際に考慮すべき重要なベスト プラクティスは何ですか?
A) サービス向上の進捗状況は、運営委員会で少なくとも毎週議論されるべきです。
B) サービス改善の目標は測定可能であり、ビジネス目標に関連付けられており、計画に文書化されている必要があります。
C) 客観性を維持するために、独立したプロジェクト マネージャーによって進捗状況を注意深く監視する必要があります。
D) サービス改善の目標は、目標に到達するまで変更すべきではありません。変更しないと一貫性が維持されません。
2. 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) 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) 問題を処理した担当者の名前
D) 変更要求 (RFC) を承認する人の名前
3. 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。
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。
4. IT サービス管理システムを改善する場合、サービスプロバイダーの企業目標/要件への継続的なコンプライアンスを確保するには何を考慮する必要がありますか?
A) 人事部門が利用できる予算
B) 自社が定める基準
C) プロセス文書を更新する時期
D) 競合他社の工程管理システム
5. ユーザーが作業を継続できるようにする一時的な解決策とは何ですか?
A) サービスリクエスト
B) 既知のエラー
C) 変更要求 (RFC)
D) 回避策
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
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