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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:

Question 1

サービス提供者は、何らかのインシデントが発生した場合、サービスレベルが満たされなくなると考えます。顧客はいつ通知されますか?

A. 違反前
B. サービスレポート中
C. 決してしない
D. 侵害後

Question 2

ユーザーが作業を継続できるようにする一時的な解決策とは何ですか?

A. 既知のエラー
B. 回避策
C. サービスリクエスト
D. 変更要求 (RFC)

Question 3

サービス品質を定義するものは何ですか?

A. コスト効率の高いサービスの提供
B. 99.999% の継続的な可用性レベルの達成
C. プロバイダーと顧客が事前に評価できる一連のアクティビティ
D. 明示された顧客の要件と期待を満たす

Question 4

変更の構築とテストはいつ開始できますか?

A. 変更に対する正しいネットワーク計画が作成され次第
B. 変更要求 (RFC) が分類され次第
C. 変更要求 (RFC) が正式に承認され次第
D. 変更諮問委員会のメンバーによって影響分析が議論され次第

Question 5

「品質システム」の最も適切な定義は何ですか?

A. 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
B. 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
C. 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
D. 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

Solutions: