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

1. サービス管理計画に関する ISO/EC 20000 要件とは何ですか?

A) 標準で指定された文書化された手順が含まれている必要があります
B) 組織のサービス管理計画の範囲を含める必要があります
C) 組織のノウハウを一切含まないこと
D) 少なくとも 1 つのハードコピーで入手可能であり、承認されている必要があります。

2. できるだけ早くサービスを回復する責任はどのプロセスに含まれますか?

A) インシデント管理
B) ITサービス継続管理
C) 問題管理
D) 可用性管理

3. 品質目標を達成することで何を改善できるでしょうか?

A) サービスの有効性
B) 不正パティとの関係
C) 関心のあるサプライヤーとの関係
D) 構成マネージャーの個人的な満足度

4. 多くの組織では、管理タスクまたはその一部がサードパーティによって実行されます。これらの当事者との間で合意が形成され、契約書で表現されます。
これらの契約は何と呼ばれますか?

A) 契約の基礎となる
B) サービス レベル アグリーメント (SLA)
C) サービス契約
D) 運用レベルの契約

5. 既知のエラーとは何ですか?

A) 解決された問題
B) 対応できない問題
C) 解決が判明している重大インシデント
D) 原因と回避策が特定された問題

Solutions: