ITSM20F.EN Exam Questions
152 real ITSM20F.EN exam questions with expert-verified answers and explanations. Page 3 of 4.
- Question #101
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...
- Question #102
What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?
- Question #103
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?
- Question #104
When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?
- Question #105
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...
- Question #106
Which process is responsible for supplying first-line support and assistance in daily use of iT services?
- Question #107
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...
- Question #108
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...
- Question #109
When should the final closure of an Incident record be completed?
- Question #110
One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?
- Question #111
Staff competencies and training needs shall be reviewed and managed. Why is this necessary?
- Question #112
Which process is responsible for providing information about the IT infrastructure to all other processes?
- Question #113
Which interested party will define Service level requirements?
- Question #114
What is the best definition of a Service management system?
- Question #115
Customer satisfaction measurement is an important activity in the Business relationship management process. What is the objective of Customer satisfaction measurement?
- Question #116
How should the requirements for Service continuity and availability be identified?
- Question #117
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...
- Question #118
What is the objective of the maintain and improve the SMS stage (Act)?
- Question #119
Which Changes should be documented through formal change records?
- Question #120
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?
- Question #121
What is an example of a Configuration item (CI)?
- Question #122
What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
- Question #123
What is known as a temporary solution that enables the user to continue working?
- Question #124
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
- Question #125
Different types of events are reported to the Service Desk. Which event is an incident?
- Question #126
What has to be included in a well defined process?
- Question #127
What would increase the amount of detail in the Configuration Management Database (CMDB)?
- Question #128
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...
- Question #129
Quality Management Systems can assist organizations in enhancing what?
- Question #130
What is a Configuration Baseline?
- Question #131
Deming proposed a system of continuous improvement. Which four activities does this system involve?
- Question #132
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...
- Question #133
Which process includes the responsibility of recovering the service as quickly as possible?
- Question #134
What is the definition of IT Service Management?
- Question #135
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
- Question #136
What does the term "Integrity" mean in the context of Information Security Management?
- Question #137
Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
- Question #138
What should Quality Management Systems encourage organizations to do?
- Question #139
A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
- Question #140
What is the objective of IT Service Management?
- Question #141
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
- Question #142
What is the certification audit primarily based on?
- Question #143
Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?
- Question #144
What is the definition of Availability?
- Question #145
What is the recommendation with regard to the implementation of an emergency Change?
- Question #146
What level of Capacity is targeted by Capacity Management?
- Question #147
Where would an IT service for the customer normally be defined?
- Question #148
What is required to be included in Release Management procedures according to ISO/IEC 20000?
- Question #149
What should planning for new or changed services include?
- Question #150
Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?