ITSM20F.EN Exam Questions

What is a Known Error?

Which process or function has the responsibility of distributing information to users?

The success and failure of Releases shall be measured. What is included in these measurements?

A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified?

What defines Service Quality'?

In the context of standards, what does the term "conformity" stand for?

What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

What is the contribution of Availability Management to the Service Level Management process?

What are the key contents of an IT Service Management system?

What is mandatory to define in the incident management procedures?

While planning for service improvements, what is an important best practice to consider?

What can be improved by achieving quality objectives?

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

Which statement below is not a purpose of Supplier Management procedures?

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

What is the aim of an internal audit?

When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts. What are th...

What is an ISO/EC 20000 requirement relating to the service management plan?

What is required for an implementation of IT Service Management to be successful?

What is a function of processes?

Which statement with regard to Information Security Management is true?

Who or what should always be informed in case a release is rejected, delayed or cancelled?

Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investiga...

One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources. Which process or function is...

Input from other Service Management processes is required to keep the IT service continuity plan current. Which process has the most to contribute?

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which pro...

What is the objective of a Management System?

A Release policy needs to be documented and agreed. What must be included in the Release policy?

Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade. Which process or function is responsible for rolling out these Changes?

One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?

Which processes should the Plan, Do, Check, Act methodology be applied to?

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

What is a purpose of ISO/IEC 20000?

A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered. What is the name of...

When can the building and testing of a Change begin?

What may define the scope of Service Management in the Service Management plan?

What is a best practice for Capacity Management?

What is meant by the Urgency of an Incident?

What is the objective of the service reporting process?

What is a parameter for measuring progress relative to key objectives in an organization?

Which process is responsible for registering the relationships within the IT infrastructure?

Which of the following activities in the Problem Management process is related to the Change Management process?

What does Service Management aim to achieve?

What is the best definition of "Quality system"?

Which of the following is a best practice concerning information security risk assessment?

A company decides to apply the principle of continual improvement. Which action would result from this decision?

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct co...

What defines Service Quality?