Online Access Free ITSM20FB Practice Test

What is the most common process that is associated with the Service Desk?

• A.Incident Management
• B.Configuration Management
• C.Change Management
• D.Service Level Management

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

• A.because this allows incidents to be better tracked
• B.because otherwise Problem Management cannot work
• C.because this is part of the IT Service Management model
• D.because this means the incident can be resolved more quickly

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

Which statement with regard to Information Security Management is true?

• A.Security Incidents shall only be reported and recorded if they affect more than one user
• B.Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
• C.Management with appropriate authority shall approve an Information Security policy.
• D.Information Security Management to specifically focus on managing Information Security effective within all information systems.

What is known as a temporary solution that enables the user to continue working?

• A.Service Request
• B.Workaround
• C.Known Error
• D.Request For Change (RFC)