Online Access Free ITSM20FB Practice Test

What is mandatory to define in the incident management procedures?

• A.The recording of problems
• B.The escalation of incidents
• C.The recording of deficiencies in the configuration management database (CMDB)
• D.The implementation of emergency changes

Which process includes the responsibility of recovering the service as quickly as possible?

• A.IT Service Continuity Management
• B.Incident management
• C.Problem Management
• D.Availability Management

An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade. Which process or function is responsible for rolling out these Changes?

• A.Security Management
• B.Release Management
• C.Change Management
• D.Service Desk

What is a parameter for measuring progress relative to key objectives in an organization?

• A.Service Improvement Program (SIP)
• B.Key Performance Indicator (KPI)
• C.Balanced Scorecard (BCS)
• D.Critical Success Factor (CSF)

What would increase the amount of detail in the Configuration Management Database (CMDB)?

• A.Increasing the use of the CMDB
• B.Increasing the number of attributes of each Configuration Item (CI) in the CMDB
• C.Increasing the scope of the CMDB
• D.Increasing the number of records in the CMDB