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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 2: Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Topic 3: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Topic 4: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Topic 5: Service Management Processes | - Configuration management - Incident and service request management - Problem management - Release and deployment management - Change management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. CobiT の目的は何ですか?
A) IT の機能、パフォーマンス、リスクを理解し、実装し、評価するための統一された構造を提供する
B) プロセスの実装方法に関する一連の詳細な実践方法を提供するため、プロセス実装ツールとして最適です。
C) サーベンス・オクスリー (SOX) 要件を満たすことを法的に証明する認定測定フレームワークを提供する
D) 幅広い IT アクティビティを組織化する高レベルのプロセス モデルを提供する
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) 対応できない問題
D) 解決が判明している重大インシデント
3. 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) 可用性管理
B) 変更管理
C) 問題管理
D) インシデント管理
4. 1500 台のデスクトップを擁する運送会社では、ここ数カ月間、内部メモリのサイズが不十分であることが判明したため、内部メモリの拡張を求める数十件のリクエストが届きました。
どのプロセスでこのような事態を防ぐべきだったのでしょうか?
A) 構成管理
B) 可用性管理
C) キャパシティ管理
D) サービスレベル管理
5. 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) すべての当事者間の商取引が記録されていること
C) 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
D) 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
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
