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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 Management Processes | - Problem management - Incident and service request management - Configuration management - Change management - Release and deployment management |
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
IT サービス継続計画を最新の状態に保つには、他のサービス管理プロセスからの入力が必要です
どのプロセスが最も貢献しているでしょうか?
- A. ITサービスの財務管理
- B. 問題管理
- C. 変更管理
- D. 可用性管理
以下の記述のうち、サプライヤー管理手順の目的ではないものはどれですか?
- A. サプライヤーがサービスプロバイダーに対する義務を理解していること
- B. すべてのサプライヤーのパフォーマンスに関する情報を観察し、それに基づいて行動できること
- C. すべての当事者間の商取引が記録されていること
- D. サプライヤーが提供されるサービスの一部をサービスプロバイダーに再委託できないことが明確であること
プロセスオーナーとプロセスマネージャーの違いは何ですか?
- A. プロセス所有者はディレクター、プロセス管理者はマネージャーです
- B. プロセス所有者はマネージャーの証明書を、プロセスマネージャーはプラクティショナーの証明書を持っている必要があります。
- C. プロセス所有者はプロセスの有効性に対して責任を負い、プロセス マネージャーはプロセスの実現に責任を負います。
- D. プロセス オーナーはビジネス リーダーと直接連携し、プロセス マネージャーは IT 部門内でのみ連携します。
可用性管理はサービス レベル管理プロセスにどのような貢献をしていますか?
- A. 可用性管理は、ユーザーと協議して IT サービスの可用性を決定します。
- B. 可用性管理は、提供されているサービスの可用性に関する情報を提供します。
- C. 可用性管理により、すべてのユーザーがサービス レベル アグリーメント (SLA) を利用できるようになります。
- D. 可用性管理は、ユーザーの可用性要件に関するデータを提供します。
情報セキュリティ管理における「完全性」という用語は何を意味しますか?
- A. 不正使用から情報を保護する
- B. 情報へのアクセスを監視する
- C. IT 組織に対する忠誠心についてサポート スタッフをスクリーニングする
- D. 情報の正確性、完全性、正確性
