Online Access Free ITSM20F Practice Test

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

• A.Management for IT Services
• B.Availability Management
• C.IT Service Continuity Management
• D.Capacity Management Financial

What is the aim of an internal audit?

• A.To monitor employee performance
• B.To ensure and improve one's own quality capability
• C.To verify whether the defined key performance indicators (KPIs) are actually determined
• D.To instruct all employees that quality-related requirements must be observed

What is a best practice for Capacity Management?

• A.A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
• B.The resilience of the infrastructure components should be measured and included in the Capacity plan.
• C.The Service Catalog should be maintained and kept up-to-date.
• D.Decisions about service provision should be based on cost effectiveness comparisons.

What has to be included in a well defined process?

• A.Statistical support
• B.Expected outcomes
• C.Functions
• D.Timelines

Who or what should always be informed in case a release is rejected, delayed or
cancelled?

• A.Business relationship management
• B.Change management
• C.The senior management representative
• D.Incident management