EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) - ITSM20F日本語

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EXIN ITSM20F日本語 Exam Syllabus Topics:

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:

1. ISO/IEC 20000 の目的は何ですか?

A) IT ガバナンスの導入を促進するため
B) IT サービス管理に関するベスト プラクティス ガイダンスを提供する
C) 統合プロセスアプローチの採用を促進する
D) セキュリティ管理に関するベスト プラクティス ガイダンスを提供します。

2. 過度の作業負荷により、デスクトップ サポート グループは合意されたサービス レベルを達成できませんでした。主な要因の 1 つは、ユーザーとの直接のコミュニケーションに費やされる時間です。この作業負荷の一部を軽減するにはどのプロセスまたは機能が役立ちますか?

A) サービスデスクサービス
B) レベル管理
C) インシデント管理
D) 問題管理

3. サービスデスクに関連する最も一般的なプロセスは何ですか?

A) サービスレベル管理
B) 構成管理
C) インシデント管理
D) 変更管理

4. 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) 問題の制御
B) プロアクティブな問題管理
C) 根本原因の特定
D) エラー制御

5. 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) 統計的サポート
B) 期待される結果
C) 機能
D) タイムライン

Solutions: