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

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EXIN ITSM20F日本語 Exam Syllabus Topics:

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) サービスデスク
C) リリース管理
D) 変更管理

2. 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) これによりインシデントをより適切に追跡できるため
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。

3. IT サービスの成果に関する合意、監視、報告、および質の悪いサービスを根絶するための行動の調査という一定のサイクルを通じて、サービスの品質を維持および向上させることを目的とするプロセスはどれですか?

A) IT サービス継続性管理
B) 可用性管理
C) サービスレベル管理
D) IT サービスの財務管理

4. 「品質システム」の最も適切な定義は何ですか?

A) サービスプロバイダー組織の全員が遵守する必須の品質管理慣行
B) 品質管理を実施するための責任、手順、リソースに関連する組織構造
C) 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
D) これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力

5. ユーザーへの情報配布はどのプロセスまたは機能が担当しますか?

A) サービスデスク
B) 変更管理
C) 顧客関係管理
D) インシデント管理

Solutions: