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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
| Topic 2: Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
| Topic 3: Operation of the Service Management System | 55% | - Supply and demand processes
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
Question 1
緊急の変更に備えて何が必要ですか?
A. サービス継続計画
B. 管理された受け入れテスト環境
C. 容量計画
D. ポリシーと手順
Question 2
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
Question 3
多くの組織では、管理タスクまたはその一部がサードパーティによって実行されます。これらの当事者との間で合意が形成され、契約書で表現されます。
これらの契約は何と呼ばれますか?
A. サービス レベル アグリーメント (SLA)
B. サービス契約
C. 契約の基礎となる
D. 運用レベルの契約
Question 4
サービス品質を定義するものは何ですか?
A. 明示された顧客の要件と期待を満たす
B. 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
C. 99.999% の継続的な可用性レベルの達成
D. コスト効率の高いサービスの提供
Question 5
組織の成熟度の評価には何を使用しますか?
A. CMMI@
B. MOF
C. ITIL@
D. CobIT
Solutions:
| Question 1 Answer: D | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: A |
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