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EXIN ITSM20F日本語 Exam Syllabus Topics:

SectionWeightObjectives
Introduction to IT Service Management15%- Core concepts of IT service management
  • 1. Value and scope of ITSM
  • 2. Continual improvement principles
  • 3. Service, customer, user, and supplier definitions
- Overview of ISO/IEC 20000 standard
  • 1. Purpose, benefits, and structure of ISO/IEC 20000-1:2018
  • 2. Service Management System (SMS) concept
Service Management System (SMS) Requirements30%- Organizational context and leadership
  • 1. Understanding internal and external context
  • 2. Interested parties and requirements
  • 3. Leadership, commitment, and governance
- Operation, performance evaluation, and improvement
  • 1. Design and transition of services
  • 2. Management review and continual improvement
  • 3. Monitoring, measurement, and internal audit
- Planning and support
  • 1. Resource management and competence
  • 2. Documented information and communication
  • 3. Risks, opportunities, and objectives
Operation of the Service Management System55%- Relationship and agreement processes
  • 1. Supplier management
  • 2. Business relationship management
  • 3. Service level management and service reporting
- Supply and demand processes
  • 1. Service continuity and availability management
  • 2. Capacity and demand management
  • 3. Information security management
- Service portfolio and configuration processes
  • 1. Service asset and configuration management
  • 2. Service portfolio and service catalog management
  • 3. Knowledge management
- Resolution and control processes
  • 1. Release and deployment management
  • 2. Problem management
  • 3. Change management
  • 4. Incident and service request management

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

過度の作業負荷により、デスクトップ サポート グループは合意されたサービス レベルを達成できませんでした。主な要因の 1 つは、ユーザーとの直接のコミュニケーションに費やされる時間です。この作業負荷の一部を軽減するにはどのプロセスまたは機能が役立ちますか?

  • A. レベル管理
  • B. サービスデスクサービス
  • C. インシデント管理
  • D. 問題管理
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

規格の文脈において、「適合」という用語は何を表しますか?

  • A. 監査不適合報告書と再監査報告書との調整
  • B. 要件への準拠
  • C. 認定機関による品質マネジメントシステム認証
  • D. サプライヤー認証の検証
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

変更の構築とテストはいつ開始できますか?

  • A. 変更要求 (RFC) が正式に承認され次第
  • B. 変更要求 (RFC) が分類され次第
  • C. 変更に対する正しいネットワーク計画が作成され次第
  • D. 変更諮問委員会のメンバーによって影響分析が議論され次第
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

セキュリティ管理プロセスの目的は何ですか?

  • A. あらゆるサービス活動において情報セキュリティを効果的に管理すること
  • B. IT スタッフの情報セキュリティを効果的に管理するため
  • C. サービス活動の財務管理に関連する情報セキュリティを効果的に管理するため
  • D. 重要なサービスのみの情報セキュリティを効果的に管理するため
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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