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

the location of the services

the number of staff

the size of the infrastructure

the specific processes undertaken

Business Relationship Management

Change Management

Release Management

Service Level Management

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

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

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

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

Availability Management

Change Management

Incident Management

Problem Management

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

Compliance with a requirement

Quality Management System certification by an approved body

Verification of supplier certification

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

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

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

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

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

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

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

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

The escalation of incidents

The implementation of emergency changes

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

The recording of problems

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

Achieving a 99.999% continuous level of availability

Meeting stated customer requirements and expectations

Providing a cost-effective service

Capacity plans

Controlled Acceptance Test environment

policies and procedures

Service Continuity Plans

because this is part of the IT Service Management model

because this means the incident can be resolved more quickly

because this allows incidents to be better tracked

because otherwise Problem Management cannot work