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

1. 変更の構築とテストはいつ開始できますか?

A) 変更に対する正しいネットワーク計画が作成され次第
B) 変更要求 (RFC) が正式に承認され次第
C) 変更諮問委員会のメンバーによって影響分析が議論され次第
D) 変更要求 (RFC) が分類され次第

2. 緊急の変更に備えて何が必要ですか?

A) サービス継続計画
B) 管理された受け入れテスト環境
C) ポリシーと手順
D) 容量計画

3. サービス管理は何を達成することを目指していますか?

A) サービス管理組織が顧客の品質を評価できる、明確に定義されたプロセスと尺度を提供する。
B) 顧客との継続的なコミュニケーションに基づいて、合意され明確に定義された品質レベルを提供すること
C) 常に厳格に遵守される確かなプロセスに基づいて、常に期待を超える
D) 時には顧客が失望することを承知し、時には期待を上回ること

4. スタッフはサービス管理の関連側面についてトレーニングを受ける必要があります。トレーニングに関してどのような情報を保持する必要がありますか?

A) 従業員ごとのすべての個人情報の概要
B) 能力に適合するすべての可能なトレーニング モジュールの概要
C) 各従業員の今後のすべてのトレーニング コースの記録
D) 各個人の時系列のトレーニング記録

5. 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) 根本原因の特定
C) プロアクティブな問題管理
D) エラー制御

Solutions: