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Total 78 questions
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IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Questions and Answers

Question 1

What is meant by the Urgency of an Incident?

Options:

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

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Question 2

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

Options:

A.

After the breach

B.

Before the breach

C.

During service reporting

D.

Never

Question 3

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.

What are these contracts called?

Options:

A.

Service Level Agreements (SLAs)

B.

Operational Level Contracts

C.

Service Contracts

D.

Underpinning Contracts

Question 4

A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.

What is the name of the document?

Options:

A.

Service Catalog

B.

Service Level Agreement (SLA)

C.

Service Level Requirement

D.

Underpinning Contract

Question 5

Input from other Service Management processes is required to keep the IT service continuity plan current

Which process has the most to contribute?

Options:

A.

Change management

B.

Availability management

C.

Financial management for IT services

D.

Problem management

Question 6

Quality Management Systems can assist organizations in enhancing what?

Options:

A.

Customer satisfaction

B.

ISO/EC 20000

C.

Relationship with third parties

D.

Supplier satisfaction

Question 7

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

Options:

A.

That business transactions between all parties are recorded

B.

That information on the performance of all 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

Question 8

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.

Which aspect of Problem Management accomplishes this?

Options:

A.

Error Control

B.

Identification of root causes

C.

Proactive Problem Management

D.

Problem Control

Question 9

What data is recorded when an incident is reported to the Service Desk?

Options:

A.

the name of the person reporting the Incident

B.

the name of the person handling the Problem

C.

the name of the person who approves the Request for Change (RFC)

D.

the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

Question 10

What is the contribution of Availability Management to the Service Level Management process?

Options:

A.

Availability Management provides information about the availability of the services being provided.

B.

Availability Management acts in consultation with users to determine the availability of IT services.

C.

Availability Management supplies data about the availability requirements of users.

D.

Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

Question 11

What is the definition of IT Service Management?

Options:

A.

An organization supping services to one or more customers

B.

Best practice guidance for operating services

C.

Requirements for delivering service based upon best practices

D.

Specialized organizational capabilities providing value to customers

Exam Detail
Vendor: Exin
Certification: Exin Other Certification
Exam Code: ITSM20F
Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
Last Update: Jan 15, 2025
ITSM20F Question Answers
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Total 78 questions
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