ITSM20F Online Practice Questions and Answers

What has to be included in a well defined process?

A. Expected outcomes

B. Functions

C. Statistical support

D. Timelines

Quality Management Systems can assist organizations in enhancing what?

A. Customer satisfaction

B. ISO/EC 20000

C. Relationship with third parties

D. Supplier satisfaction

What is a Configuration Baseline?

A. A benchmark of the service provider's capability

B. A configuration audit report

C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

D. The change requests allocated to a release

What is the contribution of Availability Management to the Service Level Management process?

A. Availability Management provides information about the availability of the services being provided.

B. Availability Management acts in consultation with users to determine the availability of IT services.

C. Availability Management supplies data about the availability requirements of users.

D. Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

What is a function of processes?

A. They express the level of compliance with the requested quality characteristics.

B. They represent a complete set of monitoring options.

C. They describe vertical and horizontal escalation options.

D. They complement descriptions of structural and organizational roles and responsibilities

What does Service Management aim to achieve?

A. to exceed expectations at all times based on solid processes followed rigidly at all times

B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

D. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

What defines Service Quality?

A. A series of activities that can be assessed in advance by a provider and customer

B. Achieving a 99.999% continuous level of availability

C. Meeting stated customer requirements and expectations

D. Providing a cost-effective service

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

A. the name of the person reporting the Incident

B. the name of the person handling the Problem

C. the name of the person who approves the Request for Change (RFC)

D. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

What is the difference between a process owner and a process manager?

A. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

B. a process owner is a director and a process manager is a manager

C. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

D. a process owner will work directly with business leadership and the process manager only works within IT

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A. Availability Management

B. Change Management

C. Incident Management

D. Problem Management