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

1. 「品質システム」の最も適切な定義は何ですか?

A) 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
B) 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
C) 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
D) 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

2. サービスデスクに関連する最も一般的なプロセスは何ですか?

A) サービスレベル管理
B) 変更管理
C) 構成管理
D) インシデント管理

3. インシデントの緊急性とは何を意味しますか?

A) IT サービスがインシデントを解決するのに必要な時間
B) インシデントの解決が遅延を許容する度合い
C) インシデントを処理する際のインシデントの相対的な重要性
D) インシデントが通常のサービス レベルからの逸脱を引き起こす程度

4. IT サービス業界のどの側面が最も重要であると同時に、最も難しい側面の 1 つであると考えられていますか?

A) 技術革新を取り入れたもの
B) サービスの提供方法を​​革新する
C) ベストプラクティスに基づく方法論的順序
D) 一定の品質

5. 情報セキュリティ管理に関して正しいのはどれですか?

A) セキュリティ インシデントは、問題管理手順に従って直ちに報告および記録する必要があります。
B) 情報セキュリティ管理。すべての情報システム内で効果的な情報セキュリティの管理に特に焦点を当てます。
C) 適切な権限を持つ経営者が情報セキュリティポリシーを承認するものとします。
D) セキュリティ インシデントは、複数のユーザーに影響を与える場合にのみ報告および記録されます。

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