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Practice Exin ITSM20F.EN Exam Questions

Page: 1/24
Total 116 Questions

Question No 1

What is the objective of a Management System?

Choose the Choices:

To define, agree, record and manage levels of services

To ensure that Key Performance Indicators (KPIs) are defined for all IT services

To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

To provide the policies and the framework that is needed for the effective management and implementation of all IT services

Question No 2

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

Choose the Choices:

Customer communication

Employee motivation

Social responsibility

Standard products

Question No 3

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

Choose the Choices:

Channeling data to Problem Management

Ensuring the process is running effectively and efficiently

Following up on Incidents

Setting up Service Level Agreements with the users Answer: B

Question No 4

Which of the following must be included within the Service Management plan?

Choose the Choices:

Configuration Item (CI) type

Information security controls

Return to normal working

Tools as appropriate to support the processes

Question No 5

Which service changes should be documented in change records?

Choose the Choices:

All service changes

Formal closure of services

Staff recruitment

User training

Page: 1/24
Total 116 Questions

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