Exin itsm20fb practice test

IT Service Management Foundation Bridge Exam


Question 1

What is the best definition of "Quality system"?

  • 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
Answer:

C

Discussions

Question 2

What does Service Management aim to achieve?

  • A. to exceed expectations at all times based on solid processes followed rigidly at all times
  • B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
  • C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
  • D. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
Answer:

C

Discussions

Question 3

Which of the following activities in the Problem Management process is related to the Change
Management process?

  • A. identifying Problems
  • B. classifying Problems
  • C. correcting Problems
  • D. investigating a solution
Answer:

C

Discussions

Question 4

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

  • A. Asset Management
  • B. Change Management
  • C. Configuration Management
  • D. Release Management
Answer:

C

Discussions

Question 5

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

  • A. Balanced Scorecard (BCS)
  • B. Critical Success Factor (CSF)
  • C. Key Performance Indicator (KPI)
  • D. Service Improvement Program (SIP)
Answer:

C

Discussions

Question 6

What is the objective of the service reporting process?

  • A. to document measures taken to manage information security effectively within all service activities
  • B. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
  • C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
  • D. to provide progress reports on the planning and implementation of service management
Answer:

C

Discussions

Question 7

What is meant by the Urgency of an Incident?

  • A. the degree to which the solution of an incident tolerates delay
  • B. the degree to which the incident gives rise to a deviation from the normal service level
  • C. the time needed by IT Services to resolve the incident
  • D. the relative importance of the incidents when handling them
Answer:

A

Discussions

Question 8

What is a best practice for Capacity Management?

  • A. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
  • B. Decisions about service provision should be based on cost effectiveness comparisons.
  • C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
  • D. The Service Catalog should be maintained and kept up-to-date.
Answer:

A

Discussions

Question 9

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

  • A. the location of the services
  • B. the number of staff
  • C. the size of the infrastructure
  • D. the specific processes undertaken
Answer:

A

Discussions

Question 10

When can the building and testing of a Change begin?

  • 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
Answer:

C

Discussions
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