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

1. 品質管理システムは組織の何を強化するのに役立ちますか?

A) 顧客満足度
B) ISO/EC 20000
C) サプライヤーの満足度
D) 第三者との関係

2. スタッフはサービス管理の関連側面についてトレーニングを受ける必要があります。トレーニングに関してどのような情報を保持する必要がありますか?

A) 各従業員の今後のすべてのトレーニング コースの記録
B) 従業員ごとのすべての個人情報の概要
C) 能力に適合するすべての可能なトレーニング モジュールの概要
D) 各個人の時系列のトレーニング記録

3. 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

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

5. 現在および将来の両方で、利用可能な処理能力の供給がビジネスの需要に確実に適合するようにするという目的を持っているプロセスはどれですか?

A) IT サービス継続性管理
B) 可用性管理
C) キャパシティ管理財務
D) IT サービスの管理

Solutions: