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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. Plan、Do、Check、Act の方法論をどのプロセスに適用する必要がありますか?

A) ビジネスに不可欠なサービスをサポートするもの
B) 管理システムプロセスの要件
C) スコープ内のすべてのプロセス
D) サービス管理の計画と実装のプロセス

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. 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。
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) プロセス所有者はディレクター、プロセス管理者はマネージャーです
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。

4. サービスの終了を含む、新規または変更されたサービスの実装は、どのプロセスを通じて計画および承認する必要がありますか?

A) 変更管理
B) ビジネス関係管理
C) リリース管理
D) サービスレベル管理

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

Solutions: