ITSM20F.EN Exam Questions
152 real ITSM20F.EN exam questions with expert-verified answers and explanations. Page 3 of 4.
- Question #101Control processes
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...
Post Implementation ReviewChange managementProblem managementprocess integration - Question #102Basic concepts
What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?
ISO/IEC 27001ISO/IEC 20000PDCA cyclestandards alignment - Question #103Service Management System (SMS)
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?
service reportingmanagement decisionsSMS activitiesperformance data - Question #104Planning and implementing service management
When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?
ISO/IEC 20000best practicesservice management implementationcustomer needs - Question #105Service delivery processes
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...
service continuity managementbusiness disruptionbusiness requirementsIT services - Question #106Resolution processes
Which process is responsible for supplying first-line support and assistance in daily use of iT services?
incident managementfirst-line supportservice deskdaily IT use - Question #107Service delivery processes
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...
service continuity managementdisaster recoverypreventive measuresIT service resilience - Question #108Relationship processes
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...
SLAthird-party agreementsservice level managementcontractual documents - Question #109Resolution processes
When should the final closure of an Incident record be completed?
incident closureincident managementservice restorationuser confirmation - Question #110Implementation and transition of new or changed services
One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?
release managementchange management approvalimplementation planningrelease acceptance - Question #111Service Management System (SMS)
Staff competencies and training needs shall be reviewed and managed. Why is this necessary?
staff competenciestraining managementhuman resourcesrole effectiveness - Question #112Control processes
Which process is responsible for providing information about the IT infrastructure to all other processes?
configuration managementIT infrastructureCMDBprocess support - Question #113Relationship processes
Which interested party will define Service level requirements?
service level requirementscustomer roleSLAstakeholder definition - Question #114Service Management System (SMS)
What is the best definition of a Service management system?
SMS definitionprocesses and proceduresservice management systemresponsibilities - Question #115Relationship processes
Customer satisfaction measurement is an important activity in the Business relationship management process. What is the objective of Customer satisfaction measurement?
customer satisfactionbusiness relationship managementcustomer perceptionmeasurement objective - Question #116Service delivery processes
How should the requirements for Service continuity and availability be identified?
service continuityavailability managementbusiness prioritiesrequirements identification - Question #117Relationship processes
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...
supplier managementcontractual disputesISO/IEC 20000supplier processes - Question #118Service Management System (SMS)
What is the objective of the maintain and improve the SMS stage (Act)?
PDCA Act stageSMS improvementservice provisioncontinual improvement - Question #119Control processes
Which Changes should be documented through formal change records?
change managementformal change recordsinfrastructure changeschange scope - Question #120Implementation and transition of new or changed services
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?
change managementrelease managementcoordinating roleprocess responsibilities - Question #121Control processes
What is an example of a Configuration item (CI)?
Configuration ItemCMDBservice catalogueConfiguration Management - Question #122Basic concepts
What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
ISO/IEC 20000integrated process approachservice management standardIT governance - Question #123Resolution processes
What is known as a temporary solution that enables the user to continue working?
workaroundincident managementtemporary solutionproblem management - Question #124Control processes
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
Change Managementservice implementationchange approvalnew services - Question #125Resolution processes
Different types of events are reported to the Service Desk. Which event is an incident?
incidentincident classificationservice deskevent management - Question #126Basic concepts
What has to be included in a well defined process?
process definitionprocess outcomesprocess managementservice management basics - Question #127Control processes
What would increase the amount of detail in the Configuration Management Database (CMDB)?
CMDBCI attributesConfiguration Managementconfiguration detail - Question #128Resolution processes
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...
proactive problem managementtrend analysisproblem managementhistorical data - Question #129Service Management System (SMS)
Quality Management Systems can assist organizations in enhancing what?
Quality Management Systemcustomer satisfactionQMS objectivesservice quality - Question #130Control processes
What is a Configuration Baseline?
configuration baselineConfiguration ManagementCI snapshotpoint-in-time state - Question #131Basic concepts
Deming proposed a system of continuous improvement. Which four activities does this system involve?
PDCA cycleDemingcontinual improvementPlan Do Check Act - Question #132Service delivery processes
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...
Capacity Managementmemory capacitydemand managementservice delivery - Question #133Resolution processes
Which process includes the responsibility of recovering the service as quickly as possible?
incident managementservice recoveryresolution objectiverestore service - Question #134Basic concepts
What is the definition of IT Service Management?
IT Service Managementdefinitionorganizational capabilitiesvalue to customers - Question #135Resolution processes
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
Service Deskfirst-line supportuser assistancedaily IT services - Question #136Service delivery processes
What does the term "Integrity" mean in the context of Information Security Management?
information securityintegrityCIA triaddata accuracy - Question #137Service Management System (SMS)
Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
continual improvementQuality Management Systemgap analysisservice improvement - Question #138Service Management System (SMS)
What should Quality Management Systems encourage organizations to do?
Quality Management Systemcustomer acceptanceprocess definitionservice quality - Question #139Implementation and transition of new or changed services
A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
Release Managementrollout activitiesback-out plancontingency planning - Question #140Basic concepts
What is the objective of IT Service Management?
IT Service Managementobjectivebusiness requirementsservice delivery - Question #141Planning and implementing 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?
service change triggersservice improvementservice management planchange management - Question #142Service Management System (SMS)
What is the certification audit primarily based on?
certification auditprocess descriptionsISO/IEC 20000audit basis - Question #143Resolution processes
Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?
incident resolutionproblem schedulingpriorityresource management - Question #144Basic concepts
What is the definition of Availability?
availabilityITSM terminologyservice componentdefinition - Question #145Control processes
What is the recommendation with regard to the implementation of an emergency Change?
emergency changechange processchange managementbest practices - Question #146Service delivery processes
What level of Capacity is targeted by Capacity Management?
capacity managementagreed demandsfuture capacitycapacity planning - Question #147Service delivery processes
Where would an IT service for the customer normally be defined?
service catalogSLAservice definitionservice level management - Question #148Implementation and transition of new or changed services
What is required to be included in Release Management procedures according to ISO/IEC 20000?
release managementISO/IEC 20000 requirementsconfiguration informationchange records - Question #149Implementation and transition of new or changed services
What should planning for new or changed services include?
new services planningbudgetsstaff resourcesservice transition - Question #150Service Management System (SMS)
Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
senior responsible ownermanagement system governancedecision making groupSMS delivery