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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to IT Service Management | 15% | - Core concepts of IT service management - Core concepts surrounding ISO/IEC 20000-1:2018 |
| Service Management System (SMS) | 30% | - Critical elements of a service management system - Core concepts of the service management system |
| Operation of the Service Management System | 55% | - Service design, build and transition processes - Service assurance processes - Service portfolio processes - Supply and demand processes - Relationship and agreement processes - Resolution and fulfilment processes |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
内部監査の目的は何ですか?
- A. 定義した主要業績評価指標 (KPI) が実際に決定されているかどうかを検証する
- B. 従業員のパフォーマンスを監視するため
- C. 自らの品質能力の確保と向上を図る
- D. 品質に関する要求事項の遵守を全従業員に指導する。
ISO/IEC 20000 の目的は何ですか?
- A. 統合プロセスアプローチの採用を促進する
- B. セキュリティ管理に関するベスト プラクティス ガイダンスを提供します。
- C. IT サービス管理に関するベスト プラクティス ガイダンスを提供する
- D. IT ガバナンスの導入を促進するため
キャパシティ管理のベスト プラクティスは何ですか?
- A. 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。
- B. 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。
- C. 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。
- D. 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。
マネジメントシステムの目的は何ですか?
- A. 新しいサービスとサービスの変更が、合意されたコストとサービス品質で提供および管理可能であることを保証するため
- B. すべての IT サービスの効果的な管理と実装に必要なポリシーとフレームワークを提供する
- C. すべての IT サービスに対して重要業績評価指標 (KPI) が定義されていることを確認します。
- D. サービスのレベルを定義、同意、記録、管理するため
サービス レベル管理では、多数の重要なドキュメントが使用されます。これらのドキュメントの 1 つは、提供されるサービスとサービス レベルの概要で構成されています。
文書の名前は何ですか?
- A. サービス レベル アグリーメント (SLA)
- B. 基礎契約
- C. サービスカタログ
- D. サービスレベル要件
