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

1. ISO/IEC 27001 と ISCWIEC 20000 の両方に共通する概念は何ですか?

A) 情報セキュリティ管理
B) インシデント管理
C) リリース管理
D) キャパシティ管理

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

3. サービスデスクがインシデントを既知のエラーに関連付けようとすることが重要なのはなぜですか?

A) これは IT サービス管理モデルの一部であるため
B) そうしないと問題管理が機能しないためです。
C) これは、インシデントをより迅速に解決できることを意味するためです。
D) これによりインシデントをより適切に追跡できるため

4. サービス品質を定義するものは何ですか?

A) 99.999% の継続的な可用性レベルの達成
B) コスト効率の高いサービスの提供
C) 明示された顧客の要件と期待を満たす
D) プロバイダーと顧客が事前に評価できる一連のアクティビティ

5. ISO/IEC 20000 の目的は何ですか?

A) IT ガバナンスの導入を促進するため
B) 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
C) 統合プロセスアプローチの採用を促進する
D) 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。

Solutions: