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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

品質目標を達成することで何を改善できるでしょうか?

A. 不正パティとの関係
B. 構成マネージャーの個人的な満足度
C. サービスの有効性
D. 関心のあるサプライヤーとの関係

Question 2

インシデントの緊急性とは何を意味しますか?

A. インシデントを処理する際のインシデントの相対的な重要性
B. IT サービスがインシデントを解決するのに必要な時間
C. インシデントが通常のサービス レベルからの逸脱を引き起こす程度
D. インシデントの解決が遅延を許容する度合い

Question 3

サービス管理は何を達成することを目指していますか?

A. 常に厳格に遵守される確かなプロセスに基づいて、常に期待を超える
B. サービス管理組織が顧客の品質を評価できる、明確に定義されたプロセスと尺度を提供する。
C. 顧客との継続的なコミュニケーションに基づいて、合意され明確に定義された品質レベルを提供すること
D. 時には顧客が失望することを承知し、時には期待を上回ること

Question 4

「品質システム」の最も適切な定義は何ですか?

A. サービスプロバイダー組織の全員が遵守する必須の品質管理慣行
B. これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
C. 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
D. 品質管理を実施するための責任、手順、リソースに関連する組織構造

Question 5

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. 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
B. 変更要求 (RFC)
C. 発売日
D. リリースの頻度と種類

Solutions: