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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Operation of the Service Management System | 55% | - Resolution and control processes
|
| Topic 2: Introduction to IT Service Management | 15% | - Overview of ISO/IEC 20000 standard
|
| Topic 3: Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
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 レベル アグリーメント (SLA)
- B. サービスレベル要件
- C. サービスカタログ
- D. 基礎契約
Correct Answer: C 🗳️
要求された変更の効果的な計画、調整、評価に必要なアクティビティの 1 つは、影響と必要なリソースを評価することです。
このアクティビティを担当するプロセスまたは機能はどれですか?
- A. 変更管理
- B. 構成管理
- C. サービスデスク
- D. リリース管理
Correct Answer: A 🗳️
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. 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
- B. 従業員ごとのすべての個人情報の概要
- 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. 各個人の時系列のトレーニング記録
Correct Answer: D 🗳️
既知のエラーとは何ですか?
- A. 原因と回避策が特定された問題
- B. 対応できない問題
- C. 解決された問題
- D. 解決が判明している重大インシデント
Correct Answer: B 🗳️
可用性管理はサービス レベル管理プロセスにどのような貢献をしていますか?
- A. 可用性管理により、すべてのユーザーがサービス レベル アグリーメント (SLA) を利用できるようになります。
- B. 可用性管理は、ユーザーの可用性要件に関するデータを提供します。
- C. 可用性管理は、ユーザーと協議して IT サービスの可用性を決定します。
- D. 可用性管理は、提供されているサービスの可用性に関する情報を提供します。
Correct Answer: D 🗳️
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