Online Access Free ITSM20FB Practice Test

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

A company decides to apply the principle of continual improvement. Which action would result from this decision?

• A.Analyze customer satisfaction and identify resulting actions
• B.Review the Service Management System at least annual
• C.Start an internal service organization evaluation
• D.Analyze and evaluate the existing situation to identify areas for improvement

What data is recorded when an incident is reported to the Service Desk?

• A.the name of the person handling the Problem
• B.the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
• C.the name of the person reporting the Incident
• D.the name of the person who approves the Request for Change (RFC)

One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?

• A.Capacity Database
• B.Software Distribution Library
• C.Definitive Software Library (DSL)
• D.Configuration Management Database (CMDB)

In the context of standards, what does the term "conformity" stand for?

• A.Quality Management System certification by an approved body
• B.Alignment of an audit nonconformity report to a re-audit report
• C.Verification of supplier certification
• D.Compliance with a requirement