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EXIN ITSM20F日本語 Exam Syllabus Topics:

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

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

Question #1

サービス管理は何を達成することを目指していますか?

  • A. 顧客との継続的なコミュニケーションに基づいて、合意され明確に定義された品質レベルを提供すること
  • B. 時には顧客が失望することを承知し、時には期待を上回ること
  • C. サービス管理組織が顧客の品質を評価できる、明確に定義されたプロセスと尺度を提供する。
  • D. 常に厳格に遵守される確かなプロセスに基づいて、常に期待を超える
Answer: A
Question #2

「品質システム」の最も適切な定義は何ですか?

  • A. 品質管理を実施するための責任、手順、リソースに関連する組織構造
  • B. 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
  • C. これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
  • D. サービスプロバイダー組織の全員が遵守する必須の品質管理慣行
Answer: A
Question #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. キャパシティ管理財務
  • B. 可用性管理
  • C. IT サービス継続性管理
  • D. IT サービスの管理
Answer: A
Question #4

サービスデスクに関連する最も一般的なプロセスは何ですか?

  • A. インシデント管理
  • B. サービスレベル管理
  • C. 構成管理
  • D. 変更管理
Answer: A
Question #5

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 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。
  • B. 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。
  • C. 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
  • D. 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。
Answer: B

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