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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:

1. 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) 重要成功要因 (CSF)
C) バランス スコアカード (BCS)
D) 重要業績評価指標 (KPI)

2. Plan、Do、Check、Act の方法論をどのプロセスに適用する必要がありますか?

A) 管理システムプロセスの要件
B) ビジネスに不可欠なサービスをサポートするもの
C) サービス管理の計画と実装のプロセス
D) スコープ内のすべてのプロセス

3. プロセスオーナーとプロセスマネージャーの違いは何ですか?

A) プロセス所有者はプロセスの有効性に対して責任を負い、プロセス マネージャーはプロセスの実現に責任を負います。
B) プロセス所有者はマネージャーの証明書を、プロセスマネージャーはプラクティショナーの証明書を持っている必要があります。
C) プロセス オーナーはビジネス リーダーと直接連携し、プロセス マネージャーは IT 部門内でのみ連携します。
D) プロセス所有者はディレクター、プロセス管理者はマネージャーです

4. ドキュメントはサービス管理の証拠の重要な部分です。ドキュメントに関するベスト プラクティスは何ですか?

A) ドキュメントは、IT 関連の災害による損傷から保護される必要があります。
B) 文書は監査の目的で少なくとも 5 年間保存する必要があります。
C) 文書は中央の場所に保管され、手順を介してのみアクセスできるようにする必要があります。
D) 文書は監査目的で ISO/EC 20000 の要件を参照する必要があります。

5. インシデント管理手順では何を定義する必要がありますか?

A) 問題の記録
B) 事件の拡大
C) 構成管理データベース (CMDB) の不備の記録
D) 緊急変更の実施

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