Online Access Free ITSM20F Practice Test

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

• A.because this allows incidents to be better tracked
• B.because otherwise Problem Management cannot work
• C.because this is part of the IT Service Management model
• D.because this means the incident can be resolved more quickly

What is meant by the Urgency of an Incident?

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

Which of the following is a best practice concerning information security risk assessment?

• A.Information security risk assessments should be performed once a year.
• B.Information security risk assessments should be performed as a result of the review of every incident.
• C.Information security risk assessments should be carried out by an external auditor to maintain objectivity.
• D.Information security risk assessments should be performed at agreed intervals and be maintained during changes.

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

• A.Availability Management acts in consultation with users to determine the availability of IT services.
• B.Availability Management supplies data about the availability requirements of users.
• C.Availability Management provides information about the availability of the services being provided.
• D.Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

What is the objective of the Security Management process?

• A.to manage information security effectively for critical services only
• B.to manage information security effectively relating to the financial administration of service activities
• C.to manage information security effectively within all service activities
• D.to manage information security effectively for IT staff