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

1. サービスの改善を計画する際に考慮すべき重要なベスト プラクティスは何ですか?

A) サービス改善の目標は、目標に到達するまで変更すべきではありません。変更しないと一貫性が維持されません。
B) 客観性を維持するために、独立したプロジェクト マネージャーによって進捗状況を注意深く監視する必要があります。
C) サービス改善の目標は測定可能であり、ビジネス目標に関連付けられており、計画に文書化されている必要があります。
D) サービス向上の進捗状況は、運営委員会で少なくとも毎週議論されるべきです。

2. インシデントがサービスデスクに報告されると、どのようなデータが記録されますか?

A) 変更要求 (RFC) を承認する人の名前
B) 問題を処理した担当者の名前
C) インシデントを報告した人の名前
D) 構成管理データベース (CMDB) に変更を実装する権限のある人の名前

3. 問題管理のアクティビティの 1 つは、傾向を理解するために、構成管理データベース (CMDB) に保持されている過去のインシデントと問題のデータを分析することです。
問題管理のどの側面がこれを実現しますか?

A) 問題の制御
B) プロアクティブな問題管理
C) エラー制御
D) 根本原因の特定

4. 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) これは IT サービス管理モデルの一部であるため
B) これによりインシデントをより適切に追跡できるため
C) 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。
D) そうしないと問題管理が機能しないためです。

5. IT インフラストラクチャの変更に起因するインシデントを防ぐことを目的としたプロセスはどれですか?

A) インシデント管理
B) 変更管理
C) 可用性管理
D) 問題管理

Solutions: