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

1. サービス品質を定義するものは何ですか?

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

2. IT サービスの日常使用における第一線のサポートと支援の提供を担当するプロセスまたは機能はどれですか?

A) サービスレベル管理
B) サービスデスク
C) インシデント管理
D) 可用性管理

3. 変更は IT 要素の変更につながります。
変更される要素を最もよく表す用語は次のうちどれですか?

A) サービス
B) 導入されたインフラストラクチャ
C) 構成アイテム
D) 開発されたアプリケーション

4. 品質管理システムは組織の何を強化するのに役立ちますか?

A) ISO/EC 20000
B) サプライヤーの満足度
C) 第三者との関係
D) 顧客満足度

5. IT サービスの成果に関する合意、監視、報告、および質の悪いサービスを根絶するための行動の調査という一定のサイクルを通じて、サービスの品質を維持および向上させることを目的とするプロセスはどれですか?

A) サービスレベル管理
B) IT サービスの財務管理
C) IT サービス継続性管理
D) 可用性管理

Solutions: