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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:

1. 「品質システム」の最も適切な定義は何ですか?

A) サービスプロバイダー組織の全員が遵守する必須の品質管理慣行
B) 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
C) これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
D) 品質管理を実施するための責任、手順、リソースに関連する組織構造

2. ISO/IEC 20000 によると、サービス プロバイダーと顧客は、サービス範囲の変更について話し合うサービス レビュー ミーティングに出席する最低頻度はどれくらいですか?

A) 毎月
B) 四半期ごと
C) 毎年
D) ビジネス上サービスを変更する必要がある場合のみ

3. 明確に定義されたプロセスには何を含める必要がありますか?

A) 統計的サポート
B) 期待される結果
C) タイムライン
D) 機能

4. IT サービス管理システムを改善する場合、サービスプロバイダーの企業目標/要件への継続的なコンプライアンスを確保するには何を考慮する必要がありますか?

A) プロセス文書を更新する時期
B) 人事部門が利用できる予算
C) 競合他社の工程管理システム
D) 自社が定める基準

5. 企業は継続的改善の原則を適用することを決定しました。この決定によりどのようなアクションが生じるでしょうか?

A) 内部サービス組織の評価を開始します
B) 顧客満足度を分析し、その結果として得られるアクションを特定する
C) サービス管理システムを少なくとも年に一度見直します。
D) 現状を分析および評価して、改善すべき領域を特定します。

Solutions: