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ITSM20F.EN PDF DEMO:
QUESTION NO: 1
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: 2
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
QUESTION NO: 3
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
QUESTION NO: 4
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: 5
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
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Updated: May 25, 2022