ITSM20F.EN Exam Questions

A Post implementation review (PIR) is used to determine whether a corrective change has been successfully implemented. Which process works in conjunction with Change management dur...

What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities. How are these service reports used?

When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?

Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the...

Which process is responsible for supplying first-line support and assistance in daily use of iT services?

The effects of a disaster on IT services can be severe. Measures should be taken to prevent, detect, prepare for and mitigate these effects. Which process is responsible for taking...

In many organizations, management tasks or parts of those tasks are performed by third parties. Agreements are made with these parties that are expressed in documents. What are the...

When should the final closure of an Incident record be completed?

One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?

Staff competencies and training needs shall be reviewed and managed. Why is this necessary?

Which process is responsible for providing information about the IT infrastructure to all other processes?

Which interested party will define Service level requirements?

What is the best definition of a Service management system?

Customer satisfaction measurement is an important activity in the Business relationship management process. What is the objective of Customer satisfaction measurement?

How should the requirements for Service continuity and availability be identified?

According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definiti...

What is the objective of the maintain and improve the SMS stage (Act)?

Which Changes should be documented through formal change records?

When implementing a new version of an application both Change management and Release management are involved. What is the responsibility of the Change management process here?

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

What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?

What is known as a temporary solution that enables the user to continue working?

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

Different types of events are reported to the Service Desk. Which event is an incident?

What has to be included in a well defined process?

What would increase the amount of detail in the Configuration Management Database (CMDB)?

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 tren...

Quality Management Systems can assist organizations in enhancing what?

What is a Configuration Baseline?

Deming proposed a system of continuous improvement. Which four activities does this system involve?

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 insufficien...

Which process includes the responsibility of recovering the service as quickly as possible?

What is the definition of IT Service Management?

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

What does the term "Integrity" mean in the context of Information Security Management?

Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

What should Quality Management Systems encourage organizations to do?

A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

What is the objective of IT Service Management?

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

What is the certification audit primarily based on?

Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

What is the definition of Availability?

What is the recommendation with regard to the implementation of an emergency Change?

What level of Capacity is targeted by Capacity Management?

Where would an IT service for the customer normally be defined?

What is required to be included in Release Management procedures according to ISO/IEC 20000?

What should planning for new or changed services include?

Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?