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

1. 明確に定義されたプロセス構造には何を含める必要がありますか?

A) タイムライン
B) 期待される結果
C) 統計的サポート
D) 機能

2. 現在および将来の両方で、利用可能な処理能力の供給がビジネスの需要に確実に適合するようにするという目的を持っているプロセスはどれですか?

A) 可用性管理
B) キャパシティ管理財務
C) IT サービスの管理
D) IT サービス継続性管理

3. 多くの組織では、管理タスクまたはその一部がサードパーティによって実行されます。これらの当事者との間で合意が形成され、契約書で表現されます。
これらの契約は何と呼ばれますか?

A) 運用レベルの契約
B) 契約の基礎となる
C) サービス契約
D) サービス レベル アグリーメント (SLA)

4. サービスの改善を計画する際に考慮すべき重要なベスト プラクティスは何ですか?

A) サービス向上の進捗状況は、運営委員会で少なくとも毎週議論されるべきです。
B) 客観性を維持するために、独立したプロジェクト マネージャーによって進捗状況を注意深く監視する必要があります。
C) サービス改善の目標は、目標に到達するまで変更すべきではありません。変更しないと一貫性が維持されません。
D) サービス改善の目標は測定可能であり、ビジネス目標に関連付けられており、計画に文書化されている必要があります。

5. 問題管理プロセスの次のアクティビティのうち、変更管理プロセスに関連するものはどれですか?

A) 問題の分類
B) 問題の修正
C) 問題の特定
D) 解決策を検討中

Solutions: