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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) | 30% | - Critical elements of a service management system - Core concepts of the service management system |
| Topic 2: Introduction to IT Service Management | 15% | - Core concepts surrounding ISO/IEC 20000-1:2018 - Core concepts of IT service management |
| Topic 3: Operation of the Service Management System | 55% | - Relationship and agreement processes - Service design, build and transition processes - Resolution and fulfilment processes - Supply and demand processes - Service portfolio processes - Service assurance processes |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 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) 人事部門が利用できる予算
B) 競合他社の工程管理システム
C) プロセス文書を更新する時期
D) 自社が定める基準
2. スタッフはサービス管理の関連側面についてトレーニングを受ける必要があります。トレーニングに関してどのような情報を保持する必要がありますか?
A) 各個人の時系列のトレーニング記録
B) 能力に適合するすべての可能なトレーニング モジュールの概要
C) 従業員ごとのすべての個人情報の概要
D) 各従業員の今後のすべてのトレーニング コースの記録
3. 問題管理プロセスの次のアクティビティのうち、変更管理プロセスに関連するものはどれですか?
A) 問題の修正
B) 問題の特定
C) 問題の分類
D) 解決策を検討中
4. サービスデスクがインシデントを既知のエラーに関連付けようとすることが重要なのはなぜですか?
A) これは、インシデントをより迅速に解決できることを意味するためです。
B) そうしないと問題管理が機能しないためです。
C) これは IT サービス管理モデルの一部であるため
D) これによりインシデントをより適切に追跡できるため
5. キャパシティ管理のベスト プラクティスは何ですか?
A) サービスの提供に関する決定は、費用対効果の比較に基づいて行う必要があります。
B) サービス カタログを維持し、最新の状態に保つ必要があります。
C) インフラストラクチャ コンポーネントの回復力を測定し、キャパシティ プランに含める必要があります。
D) 実際のパフォーマンスと予想される要件を文書化したキャパシティ計画は、少なくとも年に一度作成する必要があります。
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
