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

1. 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) 第三者との関係
B) サプライヤーの満足度
C) ISO/EC 20000
D) 顧客満足度

2. インシデントの緊急性とは何を意味しますか?

A) インシデントを処理する際のインシデントの相対的な重要性
B) インシデントが通常のサービス レベルからの逸脱を引き起こす程度
C) IT サービスがインシデントを解決するのに必要な時間
D) インシデントの解決が遅延を許容する度合い

3. 「品質システム」の最も適切な定義は何ですか?

A) 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
B) これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
C) 品質管理を実施するための責任、手順、リソースに関連する組織構造
D) サービスプロバイダー組織の全員が遵守する必須の品質管理慣行

4. リリース管理の責任の 1 つは、ソフトウェアのマスター コピーが安全な場所に確実に保管されるようにすることです。
この場所の名前は何ですか?

A) 構成管理データベース (CMDB)
B) 決定版ソフトウェア ライブラリ (DSL)
C) ソフトウェア配布ライブラリ
D) 容量データベース

5. マネジメントシステムの目的は何ですか?

A) 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。
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) 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
D) サービスのレベルを定義、同意、記録、管理するため

Solutions: