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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 2: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 3: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 4: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Topic 5: Service Management Processes | - Problem management - Configuration management - Release and deployment management - Incident and service request management - Change management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 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) 既知のエラー
C) サービスリクエスト
D) 回避策
2. サービスの終了を含む、新規または変更されたサービスの実装は、どのプロセスを通じて計画および承認する必要がありますか?
A) サービスレベル管理
B) 変更管理
C) リリース管理
D) ビジネス関係管理
3. 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) 問題管理
B) 変更管理
C) インシデント管理
D) 可用性管理
4. CobiT の目的は何ですか?
A) プロセスの実装方法に関する一連の詳細な実践方法を提供するため、プロセス実装ツールとして最適です。
B) サーベンス・オクスリー (SOX) 要件を満たすことを法的に証明する認定測定フレームワークを提供する
C) 幅広い IT アクティビティを組織化する高レベルのプロセス モデルを提供する
D) IT の機能、パフォーマンス、リスクを理解し、実装し、評価するための統一された構造を提供する
5. サービス報告プロセスの目的は何ですか?
A) 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
B) 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
C) 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
D) 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
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
