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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Service Management Processes | - Configuration management - Change management - Incident and service request management - Problem management - Release and deployment management |
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| 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:
インシデントの緊急性とは何を意味しますか?
- A. インシデントを処理する際のインシデントの相対的な重要性
- B. インシデントが通常のサービス レベルからの逸脱を引き起こす程度
- C. インシデントの解決が遅延を許容する度合い
- D. IT サービスがインシデントを解決するのに必要な時間
Correct Answer: C 🗳️
マネジメントシステムの目的は何ですか?
- A. 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
- B. 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
- C. 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。
- D. サービスのレベルを定義、同意、記録、管理するため
Correct Answer: B 🗳️
サービス報告プロセスの目的は何ですか?
- A. 意思決定と効果的なコミュニケーションを支援するために、合意されたタイムリーで信頼できる正確な情報を作成すること
- B. レポートに含まれる情報を使用してインシデントの原因を特定および分析することで、ビジネスへの混乱を最小限に抑えるため
- C. すべてのサービス活動において情報セキュリティを効果的に管理するために講じられた措置を文書化すること
- D. サービス管理の計画と実施に関する進捗報告を提供するため
Correct Answer: A 🗳️
ユーザーへの情報配布はどのプロセスまたは機能が担当しますか?
- A. サービスデスク
- B. インシデント管理
- C. 顧客関係管理
- D. 変更管理
Correct Answer: A 🗳️
企業は継続的改善の原則を適用することを決定しました。この決定によりどのようなアクションが生じるでしょうか?
- A. 内部サービス組織の評価を開始します
- B. 現状を分析および評価して、改善すべき領域を特定します。
- C. サービス管理システムを少なくとも年に一度見直します。
- D. 顧客満足度を分析し、その結果として得られるアクションを特定する
Correct Answer: B 🗳️
