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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 2: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Topic 3: Service Management Processes | - Incident and service request management - Configuration management - Problem management - Release and deployment management - Change management |
| Topic 4: Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| Topic 5: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
Question 1
品質目標を達成することで何を改善できるでしょうか?
A. 関心のあるサプライヤーとの関係
B. サービスの有効性
C. 不正パティとの関係
D. 構成マネージャーの個人的な満足度
Question 2
「品質システム」の最も適切な定義は何ですか?
A. これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
B. 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
C. 品質管理を実施するための責任、手順、リソースに関連する組織構造
D. サービスプロバイダー組織の全員が遵守する必須の品質管理慣行
Question 3
IT インフラストラクチャの変更に起因するインシデントを防ぐことを目的としたプロセスはどれですか?
A. 変更管理
B. 可用性管理
C. 問題管理
D. インシデント管理
Question 4
マネジメントシステムの目的は何ですか?
A. サービスのレベルを定義、同意、記録、管理するため
B. すべての IT サービスに対して重要業績評価指標 (KPI) が定義されていることを確認します。
C. 新しいサービスとサービスの変更が、合意されたコストとサービス品質で提供および管理可能であることを保証するため
D. すべての IT サービスの効果的な管理と実装に必要なポリシーとフレームワークを提供する
Question 5
サービス提供者は、何らかのインシデントが発生した場合、サービスレベルが満たされなくなると考えます。顧客はいつ通知されますか?
A. 違反前
B. 決してしない
C. 侵害後
D. サービスレポート中
Solutions:
| Question 1 Answer: B | Question 2 Answer: C | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: A |
