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

1. サービス報告プロセスの目的は何ですか?

A) サービス管理の計画と実施に関する進捗報告を提供するため
B) レポートに含まれる情報を使用してインシデントの原因を特定および分析することで、ビジネスへの混乱を最小限に抑えるため
C) すべての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ために講じられた措置を文書化すること
D) 意思決定と効果的なコミュニケーションを支援するために、合意されたタイムリーで信頼できる正確な情報を作成すること

2. 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) 1 人以上の顧客にサービスを提供する組織
C) 顧客に価値を提供する専門的な組織能力
D) 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

3. サービスデスクに関連する最も一般的なプロセスは何ですか?

A) サービスレベル管理
B) 変更管理
C) インシデント管理
D) 構成管理

4. インシデント管理手順では何を定義する必要がありますか?

A) 事件の拡大
B) 問題の記録
C) 構成管理データベース (CMDB) の不備の記録
D) 緊急変更の実施

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

Solutions: