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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:

1. キャパシティ管理のベスト プラクティスは何ですか?

A) 実際のパフォーマンスと予想される要件を文書化したキャパシティ計画は、少なくとも年に一度作成する必要があります。
B) インフラストラクチャ コンポーネントの回復力を測定し、キャパシティ プランに含める必要があります。
C) サービス カタログを維持し、最新の状態に保つ必要があります。
D) サービスの提供に関する決定は、費用対効果の比較に基づいて行う必要があります。

2. サービス報告プロセスの目的は何ですか?

A) レポートに含まれる情報を使用してインシデントの原因を特定および分析することで、ビジネスへの混乱を最小限に抑えるため
B) すべてのサービス活動において情報セキュリティを効果的に管理するために講じられた措置を文書化すること
C) 意思決定と効果的なコミュニケーションを支援するために、合意されたタイムリーで信頼できる正確な情報を作成すること
D) サービス管理の計画と実施に関する進捗報告を提供するため

3. インシデントがサービスデスクに報告されると、どのようなデータが記録されますか?

A) インシデントを報告した人の名前
B) 変更要求 (RFC) を承認する人の名前
C) 構成管理データベース (CMDB) に変更を実装する権限のある人の名前
D) 問題を処理した担当者の名前

4. 問題管理のアクティビティの 1 つは、傾向を理解するために、構成管理データベース (CMDB) に保持されている過去のインシデントと問題のデータを分析することです。
問題管理のどの側面がこれを実現しますか?

A) エラー制御
B) プロアクティブな問題管理
C) 根本原因の特定
D) 問題の制御

5. サービス管理は何を達成することを目指していますか?

A) 常に厳格に遵守される確かなプロセスに基づいて、常に期待を超える
B) 時には顧客が失望することを承知し、時には期待を上回ること
C) サービス管理組織が顧客の品質を評価できる、明確に定義されたプロセスと尺度を提供する。
D) 顧客との継続的なコミュニケーションに基づいて、合意され明確に定義された品質レベルを提供すること

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