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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

サービス品質を定義するものは何ですか?

A. 99.999% の継続的な可用性レベルの達成
B. コスト効率の高いサービスの提供
C. 明示された顧客の要件と期待を満たす
D. 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

Question 2

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

Question 3

リリース ポリシーは文書化され、合意される必要があります。リリースポリシーには何を含める必要がありますか?

A. 変更要求 (RFC) をリリースします。
B. リリースの頻度と種類
C. 発売日
D. の成功または失敗の分析

Question 4

明確に定義されたプロセス構造には何を含める必要がありますか?

A. タイムライン
B. 期待される結果
C. 機能
D. 統計的サポート

Question 5

ドキュメントはサービス管理の証拠の重要な部分です。ドキュメントに関するベスト プラクティスは何ですか?

A. ドキュメントは、IT 関連の災害による損傷から保護される必要があります。
B. 文書は中央の場所に保管され、手順を介してのみアクセスできるようにする必要があります。
C. 文書は監査目的で ISO/EC 20000 の要件を参照する必要があります。
D. 文書は監査の目的で少なくとも 5 年間保存する必要があります。

Solutions: