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

1. サービス品質を定義するものは何ですか?

A) 明示された顧客の要件と期待を満たす
B) 99.999% の継続的な可用性レベルの達成
C) コスト効率の高いサービスの提供
D) プロバイダーと顧客が事前に評価できる一連のアクティビティ

2. 組織内の主要な目標に対する進捗を測定するためのパラメータは何ですか?

A) サービス向上プログラム (SIP)
B) バランス スコアカード (BCS)
C) 重要成功要因 (CSF)
D) 重要業績評価指標 (KPI)

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

4. セキュリティ管理プロセスの目的は何ですか?

A) 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
B) 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
C) 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
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

5. サービス品質を定義するものは何ですか?

A) 明示された顧客の要件と期待を満たす
B) 99.999% の継続的な可用性レベルの達成
C) コスト効率の高いサービスの提供
D) プロバイダーと顧客が事前に評価できる一連のアクティビティ

Solutions: