ITSM20F Exam Questions

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 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 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?

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

What does Service Management aim to achieve?

Which of the aspects listed below is included in ISO/IEC 20000?

Which of the following tasks is assigned to each process manager?

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?

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 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?

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?

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

What is the purpose of a Problem review?

What is part of the policy for Budgeting and Accounting for IT Services?

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...

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...

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