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

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Question 1

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

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Question 2

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 3

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)

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