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

  • Exam Code: ITSM20F-JPN
  • Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版)
  • Updated: Sep 13, 2026
  • Q&As: 78 Questions and Answers

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EXIN ITSM20F日本語 Exam Syllabus Topics:

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

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

Question #1

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. 顧客満足度
  • B. ISO/EC 20000
  • C. 第三者との関係
  • D. サプライヤーの満足度
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #2

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. 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
  • B. 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
  • 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
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

Plan、Do、Check、Act の方法論をどのプロセスに適用する必要がありますか?

  • A. サービス管理の計画と実装のプロセス
  • B. ビジネスに不可欠なサービスをサポートするもの
  • C. 管理システムプロセスの要件
  • D. スコープ内のすべてのプロセス
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #4

CobiT の目的は何ですか?

  • A. プロセスの実装方法に関する一連の詳細な実践方法を提供するため、プロセス実装ツールとして最適です。
  • B. 幅広い IT アクティビティを組織化する高レベルのプロセス モデルを提供する
  • C. IT の機能、パフォーマンス、リスクを理解し、実装し、評価するための統一された構造を提供する
  • D. サーベンス・オクスリー (SOX) 要件を満たすことを法的に証明する認定測定フレームワークを提供する
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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

Correct Answer: C  🗳️

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