Exin itsm20f-en practice test

IT Service Management Foundation Exam


Question 1

What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000
standard?

  • A. To adopt an integrated process approach to manage services
  • B. To adoptIT governance
  • C. To adopt an international standard on Information security management
  • D. To adopt the best practices ofIT service management
Answer:

A

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Question 2

What is an example of a Configuration item (CI)?

  • A. Location of a server
  • B. Name of the supplier of an Underpinning contract (UC)
  • C. Serial number
  • D. Service catalogue
Answer:

D

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Question 3

When implementing a new version of an application both Change management and Release
management are involved.
What is the responsibility of the Change management process here?

  • A. Change management has the implementation and installation task in this phase.
  • B. Change management plays a coordinating role in this phase.
  • C. Change management must check whether the new application functions properly.
  • D. Change Management draws up the Request for change (RFC) in this phase.
Answer:

B

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Question 4

Which Changes should be documented through formal change records?

  • A. infrastructure changes
  • B. change in business strategy
  • C. staff recruitment
  • D. user training
Answer:

A

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Question 5

What is the objective of the maintain and improve the SMS stage (Act)?

  • A. to improve the efficiency and effectiveness of the business
  • B. to improve the efficiency and effectiveness of the processes
  • C. to improve the efficiency and effectiveness of service provision
  • D. to improve the efficiency and effectiveness of service support
Answer:

C

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Question 6

According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with
contractual disputes with suppliers.
Which process is responsible for the definition of this process?

  • A. Business relationship management
  • B. Contract management
  • C. Service level management
  • D. Supplier management
Answer:

D

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Question 7

How should the requirements for Service continuity and availability be identified?

  • A. These should be identified based upon historical data for major incidents and their business impact on the organization.
  • B. These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.
  • C. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.
  • D. These should be made up from service requirements and SLAs if available.
Answer:

C

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Question 8

Customer satisfaction measurement is an important activity in the Business relationship
management process.
What is the objective of Customer satisfaction measurement?

  • A. to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required
  • B. to gather information about potential new services that might be interesting for the end users of the services
  • C. to optimize the relationship processes so that service levels are exceeded
  • D. to check if contractual obligations for customer satisfaction are being met
Answer:

A

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Question 9

What is the best definition of a Service management system?

  • A. ability to maintain availability of theIT infrastructure, services and supporting organization to ensure these requirements are met consistently
  • B. mandatory Service management practices followed by everyone in the service provider organizations
  • C. processes, procedures, responsibilities and resources for implementing Service management
  • D. set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer
Answer:

C

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Question 10

Which interested party will define Service level requirements?

  • A. Customer
  • B. End user
  • C. Service provider
  • D. Supplier
Answer:

A

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