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

1. さまざまな種類のイベントがサービス デスクに報告されます。どのイベントがインシデントですか?

A) プリンターが動作していないという報告
B) 特定のアプリケーションのロールアウトに関する情報
C) 新しいトナーカートリッジがプリンターに取り付けられたことを通知します。
D) 新規簿記パッケージのインストール要求

2. 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

3. IT サービス管理システムを改善する場合、サービスプロバイダーの企業目標/要件への継続的なコンプライアンスを確保するには何を考慮する必要がありますか?

A) 自社が定める基準
B) 競合他社の工程管理システム
C) 人事部門が利用できる予算
D) プロセス文書を更新する時期

4. 問題管理のアクティビティの 1 つは、傾向を理解するために、構成管理データベース (CMDB) に保持されている過去のインシデントと問題のデータを分析することです。
問題管理のどの側面がこれを実現しますか?

A) 問題の制御
B) プロアクティブな問題管理
C) エラー制御
D) 根本原因の特定

5. デミングは継続的改善システムを提案しました。
このシステムにはどの 4 つのアクティビティが含まれますか?

A) 計画します。実行。評価して行動する
B) 計画します。する。確認して対処する
C) 計画します。する。評価して行動する
D) 計画します。実行。監査と改善

Solutions: