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

1. IT サービス管理の導入を成功させるには何が必要ですか?

A) 運営スタッフから経営陣まで、組織内のあらゆるレベルの担当者の関与とコミットメント
B) 組織の管理者が実行を強力かつ目に見える形で強制するトップダウンのアプローチ
C) 特に IT サービス管理活動に運用的に関与する組織内のレベルからの賛同
D) プロセス構造の開発を担当する専門部門の任命

2. IT サービス管理システムの主要な内容は何ですか?

A) チケットの記録とフォローアップのみのための体系的なプロセス
B) 文書化された組織および運営構造
C) チケット用のソフトウェア システム
D) 主要業績評価指標 (KPI) を監視するソフトウェア システム

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

4. IT インフラストラクチャの変更に起因するインシデントを防ぐことを目的としたプロセスはどれですか?

A) 可用性管理
B) 変更管理
C) 問題管理
D) インシデント管理

5. 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 レベル アグリーメント (SLA)
B) 契約の基礎となる
C) サービス契約
D) 運用レベルの契約

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