Online Access Free ITSM20F.EN Practice Test

What does Service Management aim to achieve?

• A.to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
• B.to exceed expectations at all times based on solid processes followed rigidly at all times
• C.to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
• D.to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

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

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

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

• A.Proactive Problem Management
• B.Identification of root causes
• C.Error Control
• D.Problem Control

What is the purpose of defining a Service management system?

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

What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship management process?

• A.Customer satisfaction surveys need to be defined so that customers can easily respond to them.
• B.Outstanding complaints need to be reviewed on a monthly basis.
• C.A compliments application needs to be implemented.
• D.Interested parties and customers of the services need to be identified and documented.