ITSM20F Exam Questions

The success and failure of Releases shall be measured. What is included in these measurements?

A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified?

What defines Service Quality'?

In the context of standards, what does the term "conformity" stand for?

What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

When can the building and testing of a Change begin?

What may define the scope of Service Management in the Service Management plan?

What is a best practice for Capacity Management?

What is meant by the Urgency of an Incident?

What is the objective of the service reporting process?

What is a parameter for measuring progress relative to key objectives in an organization?

Which process is responsible for registering the relationships within the IT infrastructure?

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

What is a Known Error?

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 required for an implementation of IT Service Management to be successful?

What is a function of processes?

Which statement with regard to Information Security Management is true?

Who or what should always be informed in case a release is rejected, delayed or cancelled?

Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investiga...

One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources. Which process or function is...

Which of the following standards was the forerunner to ISO/IEC 20000?

What is the objective of planning and implementing new or changed services?

Which of the following is Problem Management primarily concerned with?

What is the best definition of "Quality system"?

Which of the following is a best practice concerning information security risk assessment?

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)?

Input from other Service Management processes is required to keep the IT service continuity plan current Which process has the most to contribute?

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which pro...

What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

What is the contribution of Availability Management to the Service Level Management process?

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?