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ITSM20F.EN PDF DEMO:
QUESTION NO: 1
The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is reinstalled.
Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?
A. Known Error
B. Request for Change
C. Workaround
D. Problem
Answer: C
QUESTION NO: 2
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. IT Service Continuity Management
B. Capacity Management Financial
C. Management for IT Services
D. Availability Management
Answer: B
QUESTION NO: 3
Which process reports about software failures resulting from software changes?
A. Incident and service request management
B. Problem management
C. Availability management
D. Service reporting
Answer: A
QUESTION NO: 4
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
Answer: A
QUESTION NO: 5
When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?
A. The Service management processes should meet the requirements in ISO/IEC 20000.
B. Each service management process needs to have its own dedicated process manager.
C. All employees should have attended anIT service management Foundation course.
D. Combine the best practices fromITILCobiTTMand Six Sigmato meet the customer's business needs.
Answer: A
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Updated: May 25, 2022