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

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EXIN ITSM20F日本語 Exam Syllabus Topics:

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

Question 1

ユーザーへの情報配布はどのプロセスまたは機能が担当しますか?

A. 変更管理
B. サービスデスク
C. インシデント管理
D. 顧客関係管理

Question 2

企業は継続的改善の原則を適用することを決定しました。この決定によりどのようなアクションが生じるでしょうか?

A. サービス管理システムを少なくとも年に一度見直します。
B. 顧客満足度を分析し、その結果として得られるアクションを特定する
C. 内部サービス組織の評価を開始します
D. 現状を分析および評価して、改善すべき領域を特定します。

Question 3

組織内の主要な目標に対する進捗を測定するためのパラメータは何ですか?

A. サービス向上プログラム (SIP)
B. バランス スコアカード (BCS)
C. 重要成功要因 (CSF)
D. 重要業績評価指標 (KPI)

Question 4

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. 解決策を検討中
B. 問題の分類
C. 問題の特定
D. 問題の修正

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

Solutions: