Online Access Free ITSM20F.EN Practice Test

Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

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

The service provider thinks that the service levels will not be met might a certain incident occur.
When will the customer be informed?

• A.Before the breach
• B.During service reporting
• C.Never
• D.After the breach

What is required to be in place for emergency changes?

• A.Capacity plans
• B.Controlled Acceptance Test environment
• C.Service Continuity Plans
• D.policies and procedures

What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

• A.The possibility of increasing business success by means of a self-assessment process
• B.Consistent implementation of the PDCA cycle
• C.Afocus on Information security management above all other processes
• D.Control of information assets in a Configuration management database (CMDB)

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.Decisions about service provision should be based on cost effectiveness comparisons.
• C.The resilience of the infrastructure components should be measured and included in the Capacity plan.
• D.The Service Catalog should be maintained and kept up-to-date.