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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
| Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
| Operation of the Service Management System | 55% | - Resolution and control processes
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. サービス品質を定義するものは何ですか?
A) コスト効率の高いサービスの提供
B) 明示された顧客の要件と期待を満たす
C) プロバイダーと顧客が事前に評価できる一連のアクティビティ
D) 99.999% の継続的な可用性レベルの達成
2. 既知のエラーとは何ですか?
A) 解決された問題
B) 原因と回避策が特定された問題
C) 解決が判明している重大インシデント
D) 対応できない問題
3. 組織内の主要な目標に対する進捗を測定するためのパラメータは何ですか?
A) 重要業績評価指標 (KPI)
B) サービス向上プログラム (SIP)
C) 重要成功要因 (CSF)
D) バランス スコアカード (BCS)
4. サービス品質を定義するものは何ですか?
A) コスト効率の高いサービスの提供
B) 明示された顧客の要件と期待を満たす
C) プロバイダーと顧客が事前に評価できる一連のアクティビティ
D) 99.999% の継続的な可用性レベルの達成
5. 現在および将来の両方で、利用可能な処理能力の供給がビジネスの需要に確実に適合するようにするという目的を持っているプロセスはどれですか?
A) キャパシティ管理財務
B) IT サービスの管理
C) IT サービス継続性管理
D) 可用性管理
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
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