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Exin ITSM20F IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Exam Practice Test

Demo: 11 questions
Total 78 questions

IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Questions and Answers

Question 1

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

Options:

A.

the location of the services

B.

the number of staff

C.

the size of the infrastructure

D.

the specific processes undertaken

Question 2

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

Options:

A.

Business Relationship Management

B.

Change Management

C.

Release Management

D.

Service Level Management

Question 3

What is the best definition of "Quality system"?

Options:

A.

ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

B.

mandatory Quality management practices followed by everyone in the service provider organizations

C.

organizational structure related to responsibilities, procedures and resources for implementing quality management

D.

set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

Question 4

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

Options:

A.

Availability Management

B.

Change Management

C.

Incident Management

D.

Problem Management

Question 5

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

Options:

A.

Alignment of an audit nonconformity report to a re-audit report

B.

Compliance with a requirement

C.

Quality Management System certification by an approved body

D.

Verification of supplier certification

Question 6

When can the building and testing of a Change begin?

Options:

A.

As soon as the impact analysis has been discussed by the members of the Change Advisory Board

B.

As soon as there is a correct network plan for the change

C.

As soon as the Request for Change (RFC) has been formally authorized

D.

As soon as the Request for Change (RFC) has been classified

Question 7

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

Options:

A.

A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

B.

Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

C.

The appointment of a specialist department responsible for the development of the process structures

D.

The involvement and commitment of personnel at all levels in the organization from operational staff to top management

Question 8

What is mandatory to define in the incident management procedures?

Options:

A.

The escalation of incidents

B.

The implementation of emergency changes

C.

The recording of deficiencies in the configuration management database (CMDB)

D.

The recording of problems

Question 9

What defines Service Quality?

Options:

A.

A series of activities that can be assessed in advance by a provider and customer

B.

Achieving a 99.999% continuous level of availability

C.

Meeting stated customer requirements and expectations

D.

Providing a cost-effective service

Question 10

What is required to be in place for emergency changes?

Options:

A.

Capacity plans

B.

Controlled Acceptance Test environment

C.

policies and procedures

D.

Service Continuity Plans

Question 11

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

Options:

A.

because this is part of the IT Service Management model

B.

because this means the incident can be resolved more quickly

C.

because this allows incidents to be better tracked

D.

because otherwise Problem Management cannot work

Demo: 11 questions
Total 78 questions