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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Operation of the Service Management System | 55% | - Service portfolio processes - Service design, build and transition processes - Service assurance processes - Relationship and agreement processes - Supply and demand processes - Resolution and fulfilment processes |
| Introduction to IT Service Management | 15% | - Core concepts surrounding ISO/IEC 20000-1:2018 - Core concepts of IT service management |
| Service Management System (SMS) | 30% | - Core concepts of the service management system - Critical elements of a service management system |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1500 台のデスクトップを擁する運送会社では、ここ数カ月間、内部メモリのサイズが不十分であることが判明したため、内部メモリの拡張を求める数十件のリクエストが届きました。
どのプロセスでこのような事態を防ぐべきだったのでしょうか?
- A. サービスレベル管理
- B. 可用性管理
- C. キャパシティ管理
- D. 構成管理
Correct Answer: C 🗳️
ITサービスマネジメントの定義は何ですか?
- A. サービスを運用するためのベスト プラクティス ガイダンス
- B. ベスト プラクティスに基づいてサービスを提供するための要件
- C. 1 人以上の顧客にサービスを提供する組織
- D. 顧客に価値を提供する専門的な組織能力
Correct Answer: D 🗳️
IT サービス管理システムを改善する場合、サービスプロバイダーの企業目標/要件への継続的なコンプライアンスを確保するには何を考慮する必要がありますか?
- A. プロセス文書を更新する時期
- B. 競合他社の工程管理システム
- C. 自社が定める基準
- D. 人事部門が利用できる予算
Correct Answer: C 🗳️
サービス管理は何を達成することを目指していますか?
- A. 顧客との継続的なコミュニケーションに基づいて、合意され明確に定義された品質レベルを提供すること
- B. 時には顧客が失望することを承知し、時には期待を上回ること
- C. 常に厳格に遵守される確かなプロセスに基づいて、常に期待を超える
- D. サービス管理組織が顧客の品質を評価できる、明確に定義されたプロセスと尺度を提供する。
Correct Answer: A 🗳️
ISO/IEC 20000 によると、サービス プロバイダーと顧客は、サービス範囲の変更について話し合うサービス レビュー ミーティングに出席する最低頻度はどれくらいですか?
- A. 四半期ごと
- B. ビジネス上サービスを変更する必要がある場合のみ
- C. 毎年
- D. 毎月
Correct Answer: C 🗳️
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