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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 2: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 3: Service Management Processes | - Release and deployment management - Configuration management - Incident and service request management - Problem management - Change management |
| Topic 4: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 5: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. さまざまな種類のイベントがサービス デスクに報告されます。どのイベントがインシデントですか?
A) プリンターが動作していないという報告
B) 特定のアプリケーションのロールアウトに関する情報
C) 新しいトナーカートリッジがプリンターに取り付けられたことを通知します。
D) 新規簿記パッケージのインストール要求
2. 品質管理システムは組織の何を強化するのに役立ちますか?
A) 顧客満足度
B) 第三者との関係
C) ISO/EC 20000
D) サプライヤーの満足度
3. 要求された変更の効果的な計画、調整、評価に必要なアクティビティの 1 つは、影響と必要なリソースを評価することです。
このアクティビティ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) 変更管理
C) リリース管理
D) 構成管理
4. デミングは継続的改善システムを提案しました。
このシステムにはどの 4 つのアクティビティが含まれますか?
A) 計画します。実行。監査と改善
B) 計画します。する。確認して対処する
C) 計画します。実行。評価して行動する
D) 計画します。する。評価して行動する
5. サービスデスクがインシデントを既知のエラーに関連付けようとすることが重要なのはなぜですか?
A) これによりインシデントをより適切に追跡できるため
B) これは、インシデントをより迅速に解決できることを意味するためです。
C) そうしないと問題管理が機能しないためです。
D) これは IT サービス管理モデルの一部であるため
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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