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

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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. サービス報告プロセスの目的は何ですか?

A) レポートに含まれる情報を使用してインシデントの原因を特定および分析することで、ビジネスへの混乱を最小限に抑えるため
B) 意思決定と効果的なコミュニケーションを支援するために、合意されたタイムリーで信頼できる正確な情報を作成すること
C) すべてのサービス活動において情報セキュリティを効果的に管理するために講じられた措置を文書化すること
D) サービス管理の計画と実施に関する進捗報告を提供するため

2. プロセスオーナーとプロセスマネージャーの違いは何ですか?

A) プロセス所有者はプロセスの有効性に対して責任を負い、プロセス マネージャーはプロセスの実現に責任を負います。
B) プロセス所有者はディレクター、プロセス管理者はマネージャーです
C) プロセス所有者はマネージャーの証明書を、プロセスマネージャーはプラクティショナーの証明書を持っている必要があります。
D) プロセス オーナーはビジネス リーダーと直接連携し、プロセス マネージャーは IT 部門内でのみ連携します。

3. IT サービスの成果に関する合意、監視、報告、および質の悪いサービスを根絶するための行動の調査という一定のサイクルを通じて、サービスの品質を維持および向上させることを目的とするプロセスはどれですか?

A) IT サービスの財務管理
B) サービスレベル管理
C) IT サービス継続性管理
D) 可用性管理

4. 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) リリース管理
B) 変更管理
C) 構成管理
D) サービスデスク

5. 組織内の主要な目標に対する進捗を測定するためのパラメータは何ですか?

A) サービス向上プログラム (SIP)
B) 重要業績評価指標 (KPI)
C) 重要成功要因 (CSF)
D) バランス スコアカード (BCS)

Solutions: