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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
| Operation of the Service Management System | 55% | - Supply and demand processes
|
| Service Management System (SMS) Requirements | 30% | - Planning and support
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 既知のエラーとは何ですか?
A) 対応できない問題
B) 解決が判明している重大インシデント
C) 原因と回避策が特定された問題
D) 解決された問題
2. 問題管理のアクティビティの 1 つは、傾向を理解するために、構成管理データベース (CMDB) に保持されている過去のインシデントと問題のデータを分析することです。
問題管理のどの側面がこれを実現しますか?
A) 根本原因の特定
B) エラー制御
C) プロアクティブな問題管理
D) 問題の制御
3. サプライヤー X 継続のサービス デスクも同じインシデント レポートを受け取ります。これは、クライアント/サーバー アプリケーションの最新バージョンに関係します。以前のバージョンを再インストールすると、問題は発生しなくなります。原因はまだ特定されていないため、サプライヤーは顧客に対し、問題が発生した場合は旧バージョンを一時的にインストールするよう助言することにした。
このアドバイスはどのような例ですか?
A) 変更リクエスト
B) 問題
C) 回避策
D) 既知のエラー
4. リリースの成功と失敗は測定されるものとします。これらの測定値には何が含まれますか?
A) 変更要求 (RFC)
B) リリース後の期間におけるリリースに関連したインシデント
C) 発売日
D) リリースの頻度と種類
5. 可用性管理はサービス レベル管理プロセスにどのような貢献をしていますか?
A) 可用性管理により、すべてのユーザーがサービス レベル アグリーメント (SLA) を利用できるようになります。
B) 可用性管理は、提供されているサービスの可用性に関する情報を提供します。
C) 可用性管理は、ユーザーと協議して IT サービスの可用性を決定します。
D) 可用性管理は、ユーザーの可用性要件に関するデータを提供します。
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: B |
