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

1. サービスの改善を計画する際に考慮すべき重要なベスト プラクティスは何ですか?

A) 客観性を維持するために、独立したプロジェクト マネージャーによって進捗状況を注意深く監視する必要があります。
B) サービス改善の目標は測定可能であり、ビジネス目標に関連付けられており、計画に文書化されている必要があります。
C) サービス向上の進捗状況は、運営委員会で少なくとも毎週議論されるべきです。
D) サービス改善の目標は、目標に到達するまで変更すべきではありません。変更しないと一貫性が維持されません。

2. 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

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) 運用レベルの契約
B) サービス契約
C) 契約の基礎となる
D) サービス レベル アグリーメント (SLA)

4. 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) 問題の制御
B) エラー制御
C) プロアクティブな問題管理
D) 根本原因の特定

5. 企業は継続的改善の原則を適用することを決定しました。この決定によりどのようなアクションが生じるでしょうか?

A) 内部サービス組織の評価を開始します
B) 現状を分析および評価して、改善すべき領域を特定します。
C) 顧客満足度を分析し、その結果として得られるアクションを特定する
D) サービス管理システムを少なくとも年に一度見直します。

Solutions: