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

1. プロセスの機能とは何ですか?

A) 垂直方向および水平方向のエスカレーション オプションについて説明します。
B) 構造的および組織的な役割と責任の説明を補完します。
C) これらは、監視オプションの完全なセットを表します。
D) 要求される品質特性への適合レベルを表します。

2. ユーザーが作業を継続できるようにする一時的な解決策とは何ですか?

A) 回避策
B) 既知のエラー
C) サービスリクエスト
D) 変更要求 (RFC)

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) 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。
B) 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。
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. 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) 統計的サポート
B) タイムライン
C) 期待される結果
D) 機能

5. インシデントの緊急性とは何を意味しますか?

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

Solutions: