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EXIN ITSM20F日本語 Exam Syllabus Topics:

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

Question 1

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

Question 2

サービスデスクがインシデントを既知のエラーに関連付けようとすることが重要なのはなぜですか?

A. これによりインシデントをより適切に追跡できるため
B. そうしないと問題管理が機能しないためです。
C. これは、インシデントをより迅速に解決できることを意味するためです。
D. これは IT サービス管理モデルの一部であるため

Question 3

インシデントの緊急性とは何を意味しますか?

A. インシデントの解決が遅延を許容する度合い
B. インシデントを処理する際のインシデントの相対的な重要性
C. インシデントが通常のサービス レベルからの逸脱を引き起こす程度
D. IT サービスがインシデントを解決するのに必要な時間

Question 4

セキュリティ管理プロセスの目的は何ですか?

A. IT スタッフの情報セキュリティを効果的に管理するため
B. 重要なサービスのみの情報セキュリティを効果的に管理するため
C. サービス活動の財務管理に関連する情報セキュリティを効果的に管理するため
D. あらゆる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こと

Question 5

できるだけ早くサービスを回復する責任はどのプロセスに含まれますか?

A. インシデント管理
B. 問題管理
C. 可用性管理
D. ITサービス継続管理

Solutions: