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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Processes | - Change management - Configuration management - Incident and service request management - Release and deployment management - Problem management |
| Topic 2: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 3: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Topic 4: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 5: 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:
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. 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。
- B. 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。
- C. 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。
- 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。
構成管理データベース (CMDB) の詳細情報の量を増やすにはどうすればよいでしょうか?
- A. CMDB 内の各構成アイテム (CI) の属性の数を増やす
- B. CMDB の使用量を増やす
- C. CMDB のスコープを拡大する
- D. CMDBのレコード数を増やす
IT サービス継続計画を最新の状態に保つには、他のサービス管理プロセスからの入力が必要です
どのプロセスが最も貢献しているでしょうか?
- A. ITサービスの財務管理
- B. 可用性管理
- C. 変更管理
- D. 問題管理
問題管理のアクティビティの 1 つは、傾向を理解するために、構成管理データベース (CMDB) に保持されている過去のインシデントと問題のデータを分析することです。
問題管理のどの側面がこれを実現しますか?
- A. プロアクティブな問題管理
- B. 問題の制御
- C. エラー制御
- D. 根本原因の特定
サービス品質を定義するものは何ですか?
- A. 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
- B. 明示された顧客の要件と期待を満たす
- C. 99.999% の継続的な可用性レベルの達成
- D. コスト効率の高いサービスの提供
