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

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

1. 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) 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。
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) プリンターが動作していないという報告

2. ドキュメントはサービス管理の証拠の重要な部分です。ドキュメントに関するベスト プラクティスは何ですか?

A) 文書は中央の場所に保管され、手順を介してのみアクセスできるようにする必要があります。
B) ドキュメントは、IT 関連の災害による損傷から保護される必要があります。
C) 文書は監査目的で ISO/EC 20000 の要件を参照する必要があります。
D) 文書は監査の目的で少なくとも 5 年間保存する必要があります。

3. ユーザーが作業を継続できるようにする一時的な解決策とは何ですか?

A) サービスリクエスト
B) 既知のエラー
C) 変更要求 (RFC)
D) 回避策

4. ユーザーへの情報配布はどのプロセスまたは機能が担当しますか?

A) サービスデスク
B) 変更管理
C) 顧客関係管理
D) インシデント管理

5. 構成管理データベース (CMDB) の詳細情報の量を増やすにはどうすればよいでしょうか?

A) CMDB の使用量を増やす
B) CMDB のスコープを拡大する
C) CMDB 内の各構成アイテム (CI) の属性の数を増やす
D) CMDBのレコード数を増やす

Solutions: