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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Processes | - Incident and service request management - Configuration management - Change management - Release and deployment management - Problem management |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
IT サービス管理の導入を成功させるには何が必要ですか?
- A. プロセス構造の開発を担当する専門部門の任命
- B. 運営スタッフから経営陣まで、組織内のあらゆるレベルの担当者の関与とコミットメント
- C. 特に IT サービス管理活動に運用的に関与する組織内のレベルからの賛同
- D. 組織の管理者が実行を強力かつ目に見える形で強制するトップダウンのアプローチ
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. 問題の修正
- B. 解決策を検討中
- C. 問題の特定
- D. 問題の分類
マネジメントシステムの目的は何ですか?
- A. サービスのレベルを定義、同意、記録、管理するため
- B. 新しいサービスとサービスの変更が、合意されたコストとサービス品質で提供および管理可能であることを保証するため
- C. すべての IT サービスの効果的な管理と実装に必要なポリシーとフレームワークを提供する
- D. すべての IT サービスに対して重要業績評価指標 (KPI) が定義されていることを確認します。
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. 変更管理
- B. インシデント管理
- C. 問題管理
- D. 可用性管理
変更の構築とテストはいつ開始できますか?
- A. 変更要求 (RFC) が正式に承認され次第
- B. 変更諮問委員会のメンバーによって影響分析が議論され次第
- C. 変更に対する正しいネットワーク計画が作成され次第
- D. 変更要求 (RFC) が分類され次第
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