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

1. 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

2. 明確に定義されたプロセス構造には何を含める必要がありますか?

A) 期待される結果
B) 機能
C) タイムライン
D) 統計的サポート

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

4. サービスの終了を含む、新規または変更されたサービスの実装は、どのプロセスを通じて計画および承認する必要がありますか?

A) リリース管理
B) ビジネス関係管理
C) サービスレベル管理
D) 変更管理

5. マネジメントシステムの目的は何ですか?

A) 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
B) 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
C) 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。
D) サービスのレベルを定義、同意、記録、管理するため

Solutions: