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

1. サービス品質を定義するものは何ですか?

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

2. キャパシティ管理のベスト プラクティスは何ですか?

A) サービス カタログを維持し、最新の状態に保つ必要があります。
B) 実際のパフォーマンスと予想される要件を文書化したキャパシティ計画は、少なくとも年に一度作成する必要があります。
C) サービスの提供に関する決定は、費用対効果の比較に基づいて行う必要があります。
D) インフラストラクチャ コンポーネントの回復力を測定し、キャパシティ プランに含める必要があります。

3. 構成ベースラインとは何ですか?

A) ある時点での IT サービスまたは個々の構成アイテム (CI) の状態のスナップショット
B) サービスプロバイダーの能力のベンチマーク
C) 構成監査レポート
D) リリースに割り当てられた変更リクエスト

4. サービス管理計画に関する ISO/EC 20000 要件とは何ですか?

A) 組織のノウハウを一切含まないこと
B) 少なくとも 1 つのハードコピーで入手可能であり、承認されている必要があります。
C) 標準で指定された文書化された手順が含まれている必要があります
D) 組織のサービス管理計画の範囲を含める必要があります

5. 内部監査の目的は何ですか?

A) 品質に関する要求事項の遵守を全従業員に指導する。
B) 自らの品質能力の確保と向上を図る
C) 定義した主要業績評価指標 (KPI) が実際に決定されているかどうかを検証する
D) 従業員のパフォーマンスを監視するため

Solutions: