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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 2: ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Topic 3: Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Topic 4: Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| Topic 5: Service Management Processes | - Problem management - Release and deployment management - Configuration management - Incident and service request management - Change management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 新しいサービスを計画する場合、サービス レベル管理 (SLM) は、他の IT サービスの既存のパフォーマンス レベルが過度の影響を受けないようにする必要があります。
サービス レベル管理 (SLM) はどのプロセスからの入力を必要としますか?
A) 可用性管理
B) キャパシティ管理財務
C) IT サービスの管理
D) IT サービス継続性管理
2. 問題管理は、インシデントの量と種類の傾向分析を実行する責任があります。
その理由は何でしょうか?
A) インシデントの反復発生を防止するため
B) 経営陣に報告できるようにするため
C) サービスの正しいユーザーに請求できるようにするため
D) 容量データベースに入力を提供します。
3. サービス品質を定義するものは何ですか?
A) 99.999% の継続的な可用性レベルの達成
B) コスト効率の高いサービスの提供
C) 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
D) 明示された顧客の要件と期待を満たす
4. 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) 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
B) 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
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。
5. 情報セキュリティ管理における「完全性」という用語は何を意味しますか?
A) 情報へのアクセスを監視する
B) 不正使用から情報を保護する
C) IT 組織に対する忠誠心についてサポート スタッフをスクリーニングする
D) 情報の正確性、完全性、正確性
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: C |
