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EXAM ITSM20F.EN
IT Service Management Foundation based on ISO/IEC 20000





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Question: 1

Which of the fol owing is Problem Management primarily concerned with?

A. Looking at Security Plans
B. Looking at the cause of Incidents
C. Looking at the Change Plan
D. Looking at the Release Strategy

Answer: B

Question: 2

What is the objective of a Management System?

A. To define, agree, record and manage levels of services
B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. To ensure that new services and changes to services wil be deliverable and manageable at the
agreed cost and services quality
D. To provide the policies and the framework that is needed for the effective management and
implementation of all IT services
Answer: D

Question: 3

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

A. Customer communication
B. Employee motivation
C. Social responsibility
D. Standard products
Answer: A

Question: 4

Which of the fol owing tasks is assigned to each process manager?

A. Channeling data to Problem Management
B. Ensuring the process is running effectively and efficiently
C. Fol owing up on Incidents
D. Setting up Service Level Agreements with the users

Answer: B
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Question: 5

Which of the fol owing must be included within the Service Management plan?

A. Configuration Item (CI) type
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes

Answer: D


Question: 6

Which service changes should be documented in change records?

A. All service changes
B. Formal closure of services
C. Staff recruitment
D. User training

Answer: A


Question: 7

What is the added value of a service being delivered?

A. You can specifical y define the service by means of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the
customer organization.

Answer: B



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Question: 8

What is accreditation in the context of ISO/IEC 20000?

A. The determination of measurement results using defined procedures on the basis of documented
requirements
B. The evaluation of test results to verify compliance with requirements plus confirmation by the
certification body
C. The notification of approved testing and certification bodies with the relevant authority for
publication
D. The official recognition by a third party of organizations involved in testing, inspection and
certification

Answer: D

Question: 9

The Service Provider should check that the Service Management objectives and the plan are being
achieved. Which of the fol owing items is not measured as part of this monitoring, measuring or
review?

A. Customer satisfaction
B. Major non-conformities
C. Problems
D. Resource utilization

Answer: C

Question: 10

Which statement below is not a purpose of Supplier Management procedures?

A. That business transactions between all parties are recorded
B. That information on the performance of al suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the
Service Provider
D. That the suppliers understand their obligation to the Service Provider

Answer: C



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Question: 11

Who conducts the "first party audit"?

A. An external independent organization
B. Customers of the IT Service Management organization
C. Other persons on behalf of the Customer
D. The IT Service Management organization itself

Answer: D

Question: 12

What shal the Service Level Agreements (SLAs) with the suppliers be aligned with?

A. The Service Level Plans
B. The Service Management Plans
C. The SLAs with the other parties
D. The SLAs with the customers
Answer: D

Question: 13

What is mandatory to define in the Incident Management procedures?

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
Answer: A

Question: 14

Which of the fol owing is a best practice for Capacity Management?

A. A Capacity plan documenting the actual performance and the expected requirements should be
produced at least annual y.
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
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Question: 15

An objective of Capacity Management is to ensure that the service provider has, at all times,
sufficient Capacity to meet the current and future agreed demands of the Customer's business
needs. What document is produced to support this objective?

A. Availability Plan
B. Business Resource Plan
C. Capacity Plan
D. Service Management Plan

Answer: C


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Exin
EXAM ITSM20F.EN
IT Service Management Foundation based on ISO/IEC 20000





Type:

Demo
For More Information: http://www.test4prep.com/ITSM20F.EN.html



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