ITSM20F.EN Exam Questions

What data is recorded when an incident is reported to the Service Desk?

What is the difference between a process owner and a process manager?

Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

What is used for the assessment of maturity of organizations?

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

What is required to be in place for emergency changes?

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the fo...

What is the objective of the Security Management process?

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

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

What is the purpose of CobiTTM?

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

What must be included in a well defined Process structure?

Having a policy that defines and manages customer complaints is a key element of Business Relationship Management. According to ISO/IEC 20000-1, what actions should a service provi...

A company includes the principle of continual improvement of the Service management system (SMS) in their Service management plan. What evidence would be gathered to demonstrate co...

What other process is tightly related (e.g., share activities) to Business relationship management?

A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of...

Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?

Through which process does the implementation of a new or changed service, including closure of a service, need to be planned and approved?

The rollout of an application software upgrade has been planned. However, a back-out plan has not been developed. Which process or function should have provided the back-out plan?

Which process or function has the objective of recording and providing technical information about the if infrastructure?

What is the intent of Design and transition of new or changed services?

One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?

The contents of a service must be agreed between the service provider and the interested parties. Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service...

What triggers a re-test of the Service continuity and availability plans?

A number of new PCs have been installed at a company's offices. For which activity was the Configuration management process responsible?

Why would an IT service provider adopt the C0bITTM framework?

A service provider discovers root cause of repetitive incident. The budget does not allow a permanent resolution. What actions must the service provider now take?

Which of the documents below should be available as evidence of Service management planning and operations?

What measure or technique will be used to show progress of process objectives for a Service provider?

What is an attribute of a Configuration item (CI)?

According to ISO/IEC 20000-1, the use of suppliers to provide aspects of the Service Management processes is acceptable. What level of the supply chain must the service provider ma...

One of the activities of Capacity management involves making evaluations and predictions regarding the hardware that is required to run a new or modified application. The predictio...

What are the key contents of a Service management system (SMS)?

The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship. According to ISO/IEC 2000...

Which process reports about software failures resulting from software changes?

Deming proposed a system for continuous improvement. What are the four activities involved?

When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requi...

What is the purpose of defining a Service management system?

Top management needs to ensure that employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

What is the main outcome of the Business Relationship Management process?

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

What is a valid description of an IT service?

What is the added value of a service being delivered according to IT service management best practice?

What best describes the term Mean Time Between Failures (MTBF)?

Service providers manage various documents and records to ensure effective planning, operation and control of Service management. Which of these is a record?

Which factor partly determines the priority of an Incident?

What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship management process?

Why is a Service management system required?