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

1. 問題管理プロセスの次のアクティビティのうち、変更管理プロセスに関連するものはどれですか?

A) 問題の特定
B) 問題の修正
C) 問題の分類
D) 解決策を検討中

2. 明確に定義されたプロセス構造には何を含める必要がありますか?

A) 統計的サポート
B) 機能
C) タイムライン
D) 期待される結果

3. 品質目標を達成することで何を改善できるでしょうか?

A) 構成マネージャーの個人的な満足度
B) 不正パティとの関係
C) サービスの有効性
D) 関心のあるサプライヤーとの関係

4. 過度の作業負荷により、デスクトップ サポート グループは合意されたサービス レベルを達成できませんでした。主な要因の 1 つは、ユーザーとの直接のコミュニケーションに費やされる時間です。この作業負荷の一部を軽減するにはどのプロセスまたは機能が役立ちますか?

A) サービスデスクサービス
B) インシデント管理
C) レベル管理
D) 問題管理

5. IT サービス業界のどの側面が最も重要であると同時に、最も難しい側面の 1 つであると考えられていますか?

A) 一定の品質
B) サービスの提供方法を​​革新する
C) ベストプラクティスに基づく方法論的順序
D) 技術革新を取り入れたもの

Solutions: