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

1. ISO/IEC 20000 の目的は何ですか?

A) 統合プロセスアプローチの採用を促進する
B) IT ガバナンスの導入を促進するため
C) IT サービス管理に関するベスト プラクティス ガイダンスを提供する
D) セキュリティ管理に関するベスト プラクティス ガイダンスを提供します。

2. プロセスの機能とは何ですか?

A) 要求される品質特性への適合レベルを表します。
B) これらは、監視オプションの完全なセットを表します。
C) 構造的および組織的な役割と責任の説明を補完します。
D) 垂直方向および水平方向のエスカレーション オプションについて説明します。

3. 「品質システム」の最も適切な定義は何ですか?

A) 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
B) 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
C) 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
D) 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

4. 構成ベースラインとは何ですか?

A) リリースに割り当てられた変更リクエスト
B) ある時点での IT サービスまたは個々の構成アイテム (CI) の状態のスナップショット
C) 構成監査レポート
D) サービスプロバイダーの能力のベンチマーク

5. プロセスオーナーとプロセスマネージャーの違いは何ですか?

A) プロセス所有者はディレクター、プロセス管理者はマネージャーです
B) プロセス オーナーはビジネス リーダーと直接連携し、プロセス マネージャーは IT 部門内でのみ連携します。
C) プロセス所有者はプロセスの有効性に対して責任を負い、プロセス マネージャーはプロセスの実現に責任を負います。
D) プロセス所有者はマネージャーの証明書を、プロセスマネージャーはプラクティショナーの証明書を持っている必要があります。

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