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ITSM20F.EN PDF DEMO:
QUESTION NO: 1
What has to be included in a well defined process?
A. Timelines
B. Statistical support
C. Functions
D. Expected outcomes
Answer: D
QUESTION NO: 2
What is the objective of the service reporting process?
A. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
B. to document measures taken to manage information security effectively within all service activities
C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
D. to provide progress reports on the planning and implementation of service management
Answer: C
QUESTION NO: 3
What can be improved by achieving quality objectives?
A. Relationship with interested suppliers
B. Personal satisfaction of the Configuration Manager
C. Relationship with unauthorized patties
D. Effectiveness of the service
Answer: D
QUESTION NO: 4
What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
A. To adopt the best practices ofIT service management
B. To adoptIT governance
C. To adopt an integrated process approach to manage services
D. To adopt an international standard on Information security management
Answer: C
QUESTION NO: 5
When implementing a new version of an application both Change management and Release management are involved.
What is the responsibility of the Change management process here?
A. Change management must check whether the new application functions properly.
B. Change Management draws up the Request for change (RFC) in this phase.
C. Change management plays a coordinating role in this phase.
D. Change management has the implementation and installation task in this phase.
Answer: C
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Updated: May 25, 2022