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

1. 多くの組織では、管理タスクまたはその一部がサードパーティによって実行されます。これらの当事者との間で合意が形成され、契約書で表現されます。
これらの契約は何と呼ばれますか?

A) サービス レベル アグリーメント (SLA)
B) サービス契約
C) 運用レベルの契約
D) 契約の基礎となる

2. 新しいサービスを計画する場合、サービス レベル管理 (SLM) は、他の IT サービスの既存のパフォーマンス レベルが過度の影響を受けないようにする必要があります。
サービス レベル管理 (SLM) はどのプロセスからの入力を必要としますか?

A) IT サービスの管理
B) キャパシティ管理財務
C) 可用性管理
D) IT サービス継続性管理

3. ユーザーが作業を継続できるようにする一時的な解決策とは何ですか?

A) 変更要求 (RFC)
B) 回避策
C) サービスリクエスト
D) 既知のエラー

4. 変更は IT 要素の変更につながります。
変更される要素を最もよく表す用語は次のうちどれですか?

A) サービス
B) 構成アイテム
C) 開発されたアプリケーション
D) 導入されたインフラストラクチャ

5. 企業は継続的改善の原則を適用することを決定しました。この決定によりどのようなアクションが生じるでしょうか?

A) 現状を分析および評価して、改善すべき領域を特定します。
B) 内部サービス組織の評価を開始します
C) サービス管理システムを少なくとも年に一度見直します。
D) 顧客満足度を分析し、その結果として得られるアクションを特定する

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