Online Access Free ITSM20FB Practice Test

Input from other Service Management processes is required to keep the IT service continuity plan current. Which process has the most to contribute?

• A.Change management
• B.Problem management
• C.Financial management for IT services
• D.Availability management

What is meant by the Urgency of an Incident?

• A.the degree to which the incident gives rise to a deviation from the normal service level
• B.the time needed by IT Services to resolve the incident
• C.the degree to which the solution of an incident tolerates delay
• D.the relative importance of the incidents when handling them

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.Service Desk
• D.Change Management

What is a function of processes?

• A.They express the level of compliance with the requested quality characteristics.
• B.They describe vertical and horizontal escalation options.
• C.They represent a complete set of monitoring options.
• D.They complement descriptions of structural and organizational roles and responsibilities

What is mandatory to define in the incident management procedures?

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