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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. 以下の記述のうち、サプライヤー管理手順の目的ではないものはどれですか?

A) サプライヤーがサービスプロバイダーに対する義務を理解していること
B) すべてのサプライヤーのパフォーマンスに関する情報を観察し、それに基づいて行動できること
C) すべての当事者間の商取引が記録されていること
D) サプライヤーが提供されるサービスの一部をサービスプロバイダーに再委託できないことが明確であること

2. ISO/IEC 20000 によると、サービス プロバイダーと顧客は、サービス範囲の変更について話し合うサービス レビュー ミーティングに出席する最低頻度はどれくらいですか?

A) 毎月
B) 毎年
C) 四半期ごと
D) ビジネス上サービスを変更する必要がある場合のみ

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) 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。
B) 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
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) 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

4. 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) リリース管理
C) ビジネス関係管理
D) サービスレベル管理

5. サービス提供者は、何らかのインシデントが発生した場合、サービスレベルが満たされなくなると考えます。顧客はいつ通知されますか?

A) 違反前
B) サービスレポート中
C) 決してしない
D) 侵害後

Solutions: