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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
1. 問題管理は、インシデントの量と種類の傾向分析を実行する責任があります。
その理由は何でしょうか?
A) サービスの正しいユーザーに請求できるようにするため
B) 経営陣に報告できるようにするため
C) 容量データベースに入力を提供します。
D) インシデントの反復発生を防止するため
2. 多くの組織では、管理タスクまたはその一部がサードパーティによって実行されます。これらの当事者との間で合意が形成され、契約書で表現されます。
これらの契約は何と呼ばれますか?
A) サービス契約
B) サービス レベル アグリーメント (SLA)
C) 運用レベルの契約
D) 契約の基礎となる
3. さまざまな種類のイベントがサービス デスクに報告されます。どのイベントがインシデントですか?
A) プリンターが動作していないという報告
B) 新規簿記パッケージのインストール要求
C) 特定のアプリケーションのロールアウトに関する情報
D) 新しいトナーカートリッジがプリンターに取り付けられたことを通知します。
4. 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) 毎年
B) ビジネス上サービスを変更する必要がある場合のみ
C) 四半期ごと
D) 毎月
5. サービス レベル管理では、多数の重要なドキュメントが使用されます。これらのドキュメントの 1 つは、提供されるサービスとサービス レベルの概要で構成されています。
文書の名前は何ですか?
A) 基礎契約
B) サービスレベル要件
C) サービス レベル アグリーメント (SLA)
D) サービスカタログ
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |




