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

1. 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) 機能
B) タイムライン
C) 統計的サポート
D) 期待される結果

2. キャパシティ管理のベスト プラクティスは何ですか?

A) 実際のパフォーマンスと予想される要件を文書化したキャパシティ計画は、少なくとも年に一度作成する必要があります。
B) サービス カタログを維持し、最新の状態に保つ必要があります。
C) サービスの提供に関する決定は、費用対効果の比較に基づいて行う必要があります。
D) インフラストラクチャ コンポーネントの回復力を測定し、キャパシティ プランに含める必要があります。

3. 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) 解決策を検討中
B) 問題の分類
C) 問題の特定
D) 問題の修正

4. 「品質システム」の最も適切な定義は何ですか?

A) 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
B) 品質管理を実施するための責任、手順、リソースに関連する組織構造
C) これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
D) サービスプロバイダー組織の全員が遵守する必須の品質管理慣行

5. リリースが拒否されたり、遅延したり、リリースが拒否されたりした場合には、常に誰に、何を伝えるべきか
キャンセル？

A) インシデント管理
B) ビジネス関係管理
C) 上級経営陣の代表者
D) 変更管理

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