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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. 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) 従業員ごとのすべての個人情報の概要
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) 各個人の時系列のトレーニング記録
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

2. IT サービス管理システムの主要な内容は何ですか?

A) チケット用のソフトウェア システム
B) チケットの記録とフォローアップのみのための体系的なプロセス
C) 主要業績評価指標 (KPI) を監視するソフトウェア システム
D) 文書化された組織および運営構造

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

4. 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) 決してしない
B) 違反前
C) サービスレポート中
D) 侵害後

5. IT サービス管理の導入を成功させるには何が必要ですか?

A) 運営スタッフから経営陣まで、組織内のあらゆるレベルの担当者の関与とコミットメント
B) 特に IT サービス管理活動に運用的に関与する組織内のレベルからの賛同
C) 組織の管理者が実行を強力かつ目に見える形で強制するトップダウンのアプローチ
D) プロセス構造の開発を担当する専門部門の任命

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