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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) 期待される結果
B) 統計的サポート
C) 機能
D) タイムライン

2. 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) 各個人の時系列のトレーニング記録
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) 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

3. 問題管理は、インシデントの量と種類の傾向分析を実行する責任があります。
その理由は何でしょうか?

A) インシデントの反復発生を防止するため
B) サービスの正しいユーザーに請求できるようにするため
C) 容量データベースに入力を提供します。
D) 経営陣に報告できるようにするため

4. サービス品質を定義するものは何ですか?

A) コスト効率の高いサービスの提供
B) 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
C) 明示された顧客の要件と期待を満たす
D) 99.999% の継続的な可用性レベルの達成

5. 規格の文脈において、「適合」という用語は何を表しますか?

A) 監査不適合報告書と再監査報告書との調整
B) サプライヤー認証の検証
C) 認定機関による品質マネジメントシステム認証
D) 要件への準拠

Solutions: