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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Processes | - Release and deployment management - Configuration management - Change management - Problem management - Incident and service request management |
| Topic 2: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 3: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 4: Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| Topic 5: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
情報セキュリティ リスク評価に関するベスト プラクティスは次のうちどれですか?
- A. 情報セキュリティのリスク評価は、客観性を維持するために外部監査人によって実施される必要があります。
- B. 情報セキュリティリスク評価は年に1回実施する必要があります。
- C. 情報セキュリティ リスク評価は、すべてのインシデントのレビューの結果として実行される必要があります。
- D. 情報セキュリティのリスク評価は、合意された間隔で実行され、変更中も維持される必要があります。
Correct Answer: D 🗳️
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. エラー制御
- C. 根本原因の特定
- D. プロアクティブな問題管理
Correct Answer: D 🗳️
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. 各個人の時系列のトレーニング記録
- B. 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
- C. 従業員ごとのすべての個人情報の概要
- D. 各従業員の今後のすべてのトレーニング コースの記録
Correct Answer: A 🗳️
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。
- B. 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。
- C. 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。
- D. 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。
Correct Answer: D 🗳️
IT サービスの日常使用における第一線のサポートと支援の提供を担当するプロセスまたは機能はどれですか?
- A. インシデント管理
- B. サービスレベル管理
- C. 可用性管理
- D. サービスデスク
Correct Answer: D 🗳️
