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

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

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

3. リリースの成功と失敗は測定されるものとします。これらの測定値には何が含まれますか?

A) 発売日
B) リリースの頻度と種類
C) リリース後の期間におけるリリースに関連したインシデント
D) 変更要求 (RFC)

4. 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) 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
C) 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
D) 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

5. IT インフラストラクチャの変更に起因するインシデントを防ぐことを目的としたプロセスはどれですか?

A) インシデント管理
B) 問題管理
C) 可用性管理
D) 変更管理

Solutions: