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

1. ITサービスマネジメントの定義は何ですか?

A) サービスを運用するためのベスト プラクティス ガイダンス
B) 顧客に価値を提供する専門的な組織能力
C) 1 人以上の顧客にサービスを提供する組織
D) ベスト プラクティスに基づいてサービスを提供するための要件

2. ISO/IEC 20000 の目的は何ですか?

A) IT サービス管理に関するベスト プラクティス ガイダンスを提供する
B) セキュリティ管理に関するベスト プラクティス ガイダンスを提供します。
C) 統合プロセスアプローチの採用を促進する
D) IT ガバナンスの導入を促進するため

3. 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) インシデント管理
B) レベル管理
C) サービスデスクサービス
D) 問題管理

4. インシデントがサービスデスクに報告されると、どのようなデータが記録されますか?

A) 問題を処理した担当者の名前
B) 構成管理データベース (CMDB) に変更を実装する権限のある人の名前
C) インシデントを報告した人の名前
D) 変更要求 (RFC) を承認する人の名前

5. 問題管理は、インシデントの量と種類の傾向分析を実行する責任があります。
その理由は何でしょうか?

A) 容量データベースに入力を提供します。
B) サービスの正しいユーザーに請求できるようにするため
C) インシデントの反復発生を防止するため
D) 経営陣に報告できるようにするため

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