Online Access Free ITSM20F Practice Test

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

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

What is a Known Error?

• A.A Problem that is resolved
• B.A Problem that cannot be matched
• C.A serious incident whose resolution is known
• D.A Problem for which the cause and Workaround have been identified

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

• A.Release Management
• B.Business Relationship Management
• C.Service Level Management
• D.Change Management

What may define the scope of Service Management in the Service Management plan?

• A.the location of the services
• B.the specific processes undertaken
• C.the number of staff
• D.the size of the infrastructure

What is the difference between a process owner and a process manager?

• A.a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
• B.a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
• C.a process owner will work directly with business leadership and the process manager only works within IT
• D.a process owner is a director and a process manager is a manager