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

1. サービスの終了を含む、新規または変更されたサービスの実装は、どのプロセスを通じて計画および承認する必要がありますか?

A) 変更管理
B) ビジネス関係管理
C) サービスレベル管理
D) リリース管理

2. 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) サービスデスク
B) 可用性管理
C) サービスレベル管理
D) インシデント管理

3. 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) 従業員ごとのすべての個人情報の概要
B) 各従業員の今後のすべてのトレーニング コースの記録
C) 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
D) 各個人の時系列のトレーニング記録

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

5. 1500 台のデスクトップを擁する運送会社では、ここ数カ月間、内部メモリのサイズが不十分であることが判明したため、内部メモリの拡張を求める数十件のリクエストが届きました。
どのプロセスでこのような事態を防ぐべきだったのでしょうか?

A) 可用性管理
B) キャパシティ管理
C) サービスレベル管理
D) 構成管理

Solutions: