Online Access Free ISO-IEC-20000-Foundation Practice Test

Which is not an example of configuration information for a CI?

• A.Relationship with other Cis
• B.Feature of a service
• C.Unique identification
• D.Status

What is the intent of incident management?

• A.To track problems into the known error database
• B.To restore services as quickly as possible
• C.To match new incidents to known errors
• D.To communicate with customers as to future service disruptions

Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

• A.Technical, information, and financial
• B.Technical, work areas, and service desk
• C.Information, suppliers, and work areas
• D.Financial, suppliers, and service desk

How can an organization determine the effectiveness of the service level management process?

• A.By checking contracts with suppliers
• B.By monitoring service level targets
• C.By reporting on all incidents
• D.By defining service levels

To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan?

• A.The technology to support the service management system
• B.The service continuity procedures
• C.The interfaces between the business processes
• D.The procedure for dealing with emergency releases