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

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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

過度の作業負荷により、デスクトップ サポート グループは合意されたサービス レベルを達成できませんでした。主な要因の 1 つは、ユーザーとの直接のコミュニケーションに費やされる時間です。この作業負荷の一部を軽減するにはどのプロセスまたは機能が役立ちますか?

A. 問題管理
B. インシデント管理
C. レベル管理
D. サービスデスクサービス

Question 2

セキュリティ管理プロセスの目的は何ですか?

A. IT スタッフの情報セキュリティを効果的に管理するため
B. サービス活動の財務管理に関連する情報セキュリティを効果的に管理するため
C. あらゆるサービス活動において情報セキュリティを効果的に管理すること
D. 重要なサービスのみの情報セキュリティを効果的に管理するため

Question 3

ITサービスマネジメントの定義は何ですか?

A. ベスト プラクティスに基づいてサービスを提供するための要件
B. 顧客に価値を提供する専門的な組織能力
C. サービスを運用するためのベスト プラクティス ガイダンス
D. 1 人以上の顧客にサービスを提供する組織

Question 4

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. 解決が判明している重大インシデント
C. 対応できない問題
D. 解決された問題

Question 5

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

Solutions: