EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) 認定 ITSM20F 試験問題:

1. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Availability Management
B) Configuration Management
C) Capacity Management
D) Service Level Management

2. Which statement with regard to Information Security Management is true?

A) Management with appropriate authority shall approve an Information Security policy.
B) Information Security Management to specifically focus on managing Information Security effective within all information systems.
C) Security Incidents shall only be reported and recorded if they affect more than one user
D) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.

3. What is the purpose of CobiT?

A) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
B) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
C) to provide a high level process model that organizes a broad range of IT activities
D) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

4. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A) Proactive Problem Management
B) Error Control
C) Identification of root causes
D) Problem Control

5. What is the most common process that is associated with the Service Desk?

A) Incident Management
B) Configuration Management
C) Service Level Management
D) Change Management

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