Online Access Free ITSM20F.EN Practice Test

What is the purpose of defining a Service management system?

• A.to realize a Management System framework for IT Service Management
• B.to safeguard the implementation and delivery of Service Management
• C.to ensure that new services are deliverable and manageable against the customer requirements
• D.to provide policies and a framework to enable effective management and implementation of all services

A company includes the principle of continual improvement of the Service management system (SMS) in their Service management plan.
What evidence would be gathered to demonstrate continual improvement?

• A.Review the Service management system at least annually
• B.Analyze and evaluate the existing situation to identify areas for improvement
• C.Analyze customer satisfaction and identify resulting actions
• D.Perform a service provider evaluation

When improving the IT Service Management system, what needs to be considered to ensure ongoing compliance with the service provider's corporate objectives / requirements?

• A.A competitor's process management system
• B.The budget available to Human Resources
• C.The time to update the process documentation
• D.Any standards defined by the company itself

Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the most important IT services in the event of a major business disruption.
Which process is responsible to insure that the business requirements are met during such circumstances?

• A.Supplier management
• B.Availability management
• C.Service level management
• D.Service continuity management

What is the purpose of CobiT?

• A.to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
• B.to provide a high level process model that organizes a broad range of IT activities
• C.to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
• D.to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements