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

1. IT サービスの日常使用における第一線のサポートと支援の提供を担当するプロセスまたは機能はどれですか?

A) サービスデスク
B) インシデント管理
C) 可用性管理
D) サービスレベル管理

2. 以下の記述のうち、サプライヤー管理手順の目的ではないものはどれですか?

A) サプライヤーが提供されるサービスの一部をサービスプロバイダーに再委託できないことが明確であること
B) サプライヤーがサービスプロバイダーに対する義務を理解していること
C) すべての当事者間の商取引が記録されていること
D) すべてのサプライヤーのパフォーマンスに関する情報を観察し、それに基づいて行動できること

3. サービス レベル管理では、多数の重要なドキュメントが使用されます。これらのドキュメントの 1 つは、提供されるサービスとサービス レベルの概要で構成されています。
文書の名前は何ですか?

A) サービスカタログ
B) サービス レベル アグリーメント (SLA)
C) 基礎契約
D) サービスレベル要件

4. サービス提供者は、何らかのインシデントが発生した場合、サービスレベルが満たされなくなると考えます。顧客はいつ通知されますか?

A) サービスレポート中
B) 決してしない
C) 違反前
D) 侵害後

5. 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) 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
C) 主要業績評価指標 (KPI) を監視するソフトウェア システム
D) チケット用のソフトウェア システム

Solutions: