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

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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. サプライヤー X 継続のサービス デスクも同じインシデント レポートを受け取ります。これは、クライアント/サーバー アプリケーションの最新バージョンに関係します。以前のバージョンを再インストールすると、問題は発生しなくなります。原因はまだ特定されていないため、サプライヤーは顧客に対し、問題が発生した場合は旧バージョンを一時的にインストールするよう助言することにした。
このアドバイスはどのような例ですか?

A) 問題
B) 回避策
C) 既知のエラー
D) 変更リクエスト

2. 過度の作業負荷により、デスクトップ サポート グループは合意されたサービス レベルを達成できませんでした。主な要因の 1 つは、ユーザーとの直接のコミュニケーションに費やされる時間です。この作業負荷の一部を軽減するにはどのプロセスまたは機能が役立ちますか?

A) レベル管理
B) インシデント管理
C) サービスデスクサービス
D) 問題管理

3. 組織内の主要な目標に対する進捗を測定するためのパラメータは何ですか?

A) 重要業績評価指標 (KPI)
B) サービス向上プログラム (SIP)
C) 重要成功要因 (CSF)
D) バランス スコアカード (BCS)

4. 品質目標を達成することで何を改善できるでしょうか?

A) 構成マネージャーの個人的な満足度
B) サービスの有効性
C) 関心のあるサプライヤーとの関係
D) 不正パティとの関係

5. インシデント管理手順では何を定義する必要がありますか?

A) 緊急変更の実施
B) 事件の拡大
C) 問題の記録
D) 構成管理データベース (CMDB) の不備の記録

Solutions: