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

  • Exam Code: ITSM20F日本語
  • Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版)
  • Updated: Sep 19, 2026
  • Q & A: 78 Questions and Answers

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EXIN ITSM20F日本語 Exam Syllabus Topics:

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

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

Question #1

リリースの成功と失敗は測定されるものとします。これらの測定値には何が含まれますか?

  • A. リリース後の期間におけるリリースに関連したインシデント
  • B. リリースの頻度と種類
  • C. 発売日
  • D. 変更要求 (RFC)
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #2

明確に定義されたプロセスには何を含める必要がありますか?

  • A. 統計的サポート
  • B. 機能
  • C. 期待される結果
  • D. タイムライン
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #3

サプライヤー X 継続のサービス デスクも同じインシデント レポートを受け取ります。これは、クライアント/サーバー アプリケーションの最新バージョンに関係します。以前のバージョンを再インストールすると、問題は発生しなくなります。原因はまだ特定されていないため、サプライヤーは顧客に対し、問題が発生した場合は旧バージョンを一時的にインストールするよう助言することにした。
このアドバイスはどのような例ですか?

  • A. 問題
  • B. 変更リクエスト
  • C. 既知のエラー
  • D. 回避策
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #4

スタッフはサービス管理の関連側面についてトレーニングを受ける必要があります。トレーニングに関してどのような情報を保持する必要がありますか?

  • A. 各個人の時系列のトレーニング記録
  • B. 従業員ごとのすべての個人情報の概要
  • C. 各従業員の今後のすべてのトレーニング コースの記録
  • D. 能力に適合するすべての可能なトレーニング モジュールの概要
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #5

ユーザーが作業を継続できるようにする一時的な解決策とは何ですか?

  • A. 既知のエラー
  • B. 回避策
  • C. サービスリクエスト
  • D. 変更要求 (RFC)
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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