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ITSM20FExam Code: ITSM20F
Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
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ITSM20F Real Questions Total Q&A: 78 Questions and Answers
Last Update: 2016-01-13

ITSM20F Study Guide Detail: ITSM20F Real Questions

 

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NO.1 Through which process does the implementation of new or changed services, including closure of a
service, need to be planned and approved.?
A. Business Relationship Management
B. Release Management
C. Change Management
D. Service Level Management
Answer: C

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NO.2 In recent months at a transport company with 1500 desktops, dozens of requests have been received
for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Service Level Management
B. Availability Management
C. Configuration Management
D. Capacity Management
Answer: D

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NO.3 What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Workaround
C. Request For Change (RFC)
D. Service Request
Answer: B

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NO.4 What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the number of records in the CMDB
B. Increasing the scope of the CMDB
C. Increasing the use of the CMDB
D. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
Answer: D

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NO.5 Different types of events are reported to the Service Desk. Which event is an incident?
A. A request for the installation of a new bookkeeping package
B. Information about the rollout of a specific application
C. A report that the printer is not working
D. A notification that a new toner cartridge has just been installed in a printer
Answer: C

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NO.6 Quality Management Systems can assist organizations in enhancing what?
A. Supplier satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Customer satisfaction
Answer: D

NO.7 What is a Configuration Baseline?
A. A configuration audit report
B. A benchmark of the service provider's capability
C. The change requests allocated to a release
D. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
Answer: D

NO.8 What has to be included in a well defined process?
A. Functions
B. Timelines
C. Statistical support
D. Expected outcomes
Answer: D


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Posted 2016/1/14 19:57:01  |  Category: EXIN  |  Tag: ITSM20F study guideEXIN