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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Service Management Processes | - Change management - Problem management - Configuration management - Release and deployment management - Incident and service request management |
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 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) インシデント管理
B) ビジネス関係管理
C) 上級経営陣の代表者
D) 変更管理
2. 明確に定義されたプロセスには何を含める必要がありますか?
A) 機能
B) 統計的サポート
C) タイムライン
D) 期待される結果
3. 新しいサービスを計画する場合、サービス レベル管理 (SLM) は、他の IT サービスの既存のパフォーマンス レベルが過度の影響を受けないようにする必要があります。
サービス レベル管理 (SLM) はどのプロセスからの入力を必要としますか?
A) 可用性管理
B) IT サービス継続性管理
C) IT サービスの管理
D) キャパシティ管理財務
4. サプライヤー X 継続のサービス デスクも同じインシデント レポートを受け取ります。これは、クライアント/サーバー アプリケーションの最新バージョンに関係します。以前のバージョンを再インストールすると、問題は発生しなくなります。原因はまだ特定されていないため、サプライヤーは顧客に対し、問題が発生した場合は旧バージョンを一時的にインストールするよう助言することにした。
このアドバイスはどのような例ですか?
A) 問題
B) 変更リクエスト
C) 既知のエラー
D) 回避策
5. IT サービス業界のどの側面が最も重要であると同時に、最も難しい側面の 1 つであると考えられていますか?
A) 一定の品質
B) サービスの提供方法を革新する
C) 技術革新を取り入れたもの
D) ベストプラクティスに基づく方法論的順序
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |
