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EXIN ITSM20F日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| Topic 2: Service Management Processes | - Incident and service request management - Release and deployment management - Problem management - Change management - Configuration management |
| Topic 3: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 4: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 5: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:
CobiT の目的は何ですか?
- A. プロセスの実装方法に関する一連の詳細な実践方法を提供するため、プロセス実装ツールとして最適です。
- B. サーベンス・オクスリー (SOX) 要件を満たすことを法的に証明する認定測定フレームワークを提供する
- C. 幅広い IT アクティビティを組織化する高レベルのプロセス モデルを提供する
- D. IT の機能、パフォーマンス、リスクを理解し、実装し、評価するための統一された構造を提供する
サービス品質を定義するものは何ですか?
- A. コスト効率の高いサービスの提供
- B. プロバイダーと顧客が事前に評価できる一連のアクティビティ
- C. 明示された顧客の要件と期待を満たす
- D. 99.999% の継続的な可用性レベルの達成
情報セキュリティ管理における「完全性」という用語は何を意味しますか?
- A. IT 組織に対する忠誠心についてサポート スタッフをスクリーニングする
- B. 情報の正確性、完全性、正確性
- C. 情報へのアクセスを監視する
- D. 不正使用から情報を保護する
IT サービス管理システムを改善する場合、サービスプロバイダーの企業目標/要件への継続的なコンプライアンスを確保するには何を考慮する必要がありますか?
- A. 自社が定める基準
- B. 競合他社の工程管理システム
- C. 人事部門が利用できる予算
- D. プロセス文書を更新する時期
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。
- C. 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。
- D. 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
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