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

1. インシデントの緊急性とは何を意味しますか?

A) 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
B) インシデントの解決が遅延を許容する度合い
C) IT サービスがインシデントを解決するのに必要な時間
D) 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

2. できるだけ早くサービスを回復する責任はどのプロセスに含まれますか?

A) インシデント管理
B) 問題管理
C) ITサービス継続管理
D) 可用性管理

3. ユーザーへの情報配布はどのプロセスまたは機能が担当しますか?

A) インシデント管理
B) 変更管理
C) 顧客関係管理
D) サービスデスク

4. サービス提供者は、何らかのインシデントが発生した場合、サービスレベルが満たされなくなると考えます。顧客はいつ通知されますか?

A) 決してしない
B) 違反前
C) サービスレポート中
D) 侵害後

5. 1500 台のデスクトップを擁する運送会社では、ここ数カ月間、内部メモリのサイズが不十分であることが判明したため、内部メモリの拡張を求める数十件のリクエストが届きました。
どのプロセスでこのような事態を防ぐべきだったのでしょうか?

A) 構成管理
B) キャパシティ管理
C) サービスレベル管理
D) 可用性管理

Solutions: