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

1. 現在および将来の両方で、利用可能な処理能力の供給がビジネスの需要に確実に適合するようにするという目的を持っているプロセスはどれですか?

A) IT サービスの管理
B) IT サービス継続性管理
C) 可用性管理
D) キャパシティ管理財務

2. プロセスオーナーとプロセスマネージャーの違いは何ですか?

A) プロセス所有者はマネージャーの証明書を、プロセスマネージャーはプラクティショナーの証明書を持っている必要があります。
B) プロセス オーナーはビジネス リーダーと直接連携し、プロセス マネージャーは IT 部門内でのみ連携します。
C) プロセス所有者はディレクター、プロセス管理者はマネージャーです
D) プロセス所有者はプロセスの有効性に対して責任を負い、プロセス マネージャーはプロセスの実現に責任を負います。

3. ドキュメントはサービス管理の証拠の重要な部分です。ドキュメントに関するベスト プラクティスは何ですか?

A) 文書は監査目的で ISO/EC 20000 の要件を参照する必要があります。
B) ドキュメントは、IT 関連の災害による損傷から保護される必要があります。
C) 文書は監査の目的で少なくとも 5 年間保存する必要があります。
D) 文書は中央の場所に保管され、手順を介してのみアクセスできるようにする必要があります。

4. ISO/IEC 20000 によると、サービス プロバイダーと顧客は、サービス範囲の変更について話し合うサービス レビュー ミーティングに出席する最低頻度はどれくらいですか?

A) 毎月
B) 毎年
C) ビジネス上サービスを変更する必要がある場合のみ
D) 四半期ごと

5. インシデントの緊急性とは何を意味しますか?

A) インシデントを処理する際のインシデントの相対的な重要性
B) IT サービスがインシデントを解決するのに必要な時間
C) インシデントが通常のサービス レベルからの逸脱を引き起こす程度
D) インシデントの解決が遅延を許容する度合い

Solutions: