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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Topic 2: Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| Topic 3: Service Management Processes | - Release and deployment management - Change management - Configuration management - Incident and service request management - Problem management |
| Topic 4: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 5: Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 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
2. IT サービス管理システムの主要な内容は何ですか?
A) 文書化された組織および運営構造
B) 主要業績評価指標 (KPI) を監視するソフトウェア システム
C) チケット用のソフトウェア システム
D) チケットの記録とフォローアップのみのための体系的なプロセス
3. ISO/IEC 20000 によると、サービス プロバイダーと顧客は、サービス範囲の変更について話し合うサービス レビュー ミーティングに出席する最低頻度はどれくらいですか?
A) 四半期ごと
B) ビジネス上サービスを変更する必要がある場合のみ
C) 毎年
D) 毎月
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) 各個人の時系列のトレーニング記録
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) 従業員ごとのすべての個人情報の概要
D) 各従業員の今後のすべてのトレーニング コースの記録
5. プロセスオーナーとプロセスマネージャーの違いは何ですか?
A) プロセス所有者はプロセスの有効性に対して責任を負い、プロセス マネージャーはプロセスの実現に責任を負います。
B) プロセス所有者はディレクター、プロセス管理者はマネージャーです
C) プロセス オーナーはビジネス リーダーと直接連携し、プロセス マネージャーは IT 部門内でのみ連携します。
D) プロセス所有者はマネージャーの証明書を、プロセスマネージャーはプラクティショナーの証明書を持っている必要があります。
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A |
