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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Operation of the Service Management System | 55% | - Relationship and agreement processes
|
| Topic 2: Service Management System (SMS) Requirements | 30% | - Organizational context and leadership
|
| Topic 3: Introduction to IT Service Management | 15% | - Overview of ISO/IEC 20000 standard
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 電子メール クライアント ソフトウェアのアップグレードには、オペレーティング システムのセキュリティ パッチとメモリのアップグレードが必要です。
これらの変更の展開はどのプロセスまたは機能が担当しますか?
A) セキュリティ管理
B) リリース管理
C) サービスデスク
D) 変更管理
2. プロセスの機能とは何ですか?
A) 構造的および組織的な役割と責任の説明を補完します。
B) 垂直方向および水平方向のエスカレーション オプションについて説明します。
C) これらは、監視オプションの完全なセットを表します。
D) 要求される品質特性への適合レベルを表します。
3. セキュリティ管理プロセスの目的は何ですか?
A) サービス活動の財務管理に関連する情報セキュリティを効果的に管理するため
B) 重要なサービスのみの情報セキュリティを効果的に管理するため
C) IT スタッフの情報セキュリティを効果的に管理するため
D) あらゆるサービス活動において情報セキュリティを効果的に管理すること
4. マネジメントシステムの目的は何ですか?
A) すべての IT サービスの効果的な管理と実装に必要なポリシーとフレームワークを提供する
B) すべての IT サービスに対して重要業績評価指標 (KPI) が定義されていることを確認します。
C) サービスのレベルを定義、同意、記録、管理するため
D) 新しいサービスとサービスの変更が、合意されたコストとサービス品質で提供および管理可能であることを保証するため
5. 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) レベル管理
B) 問題管理
C) サービスデスクサービス
D) インシデント管理
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: C |
