Free IT Service Management Foundation Exam ITSM20F.EN Exam Practice Test

What is used for the assessment of maturity of organizations?

• CMMI®
• CobIT™
• ITIL®
• MOF

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

• After the breach
• Before the breach
• During service reporting
• Never

What is the objective of the service reporting process?

• to document measures taken to manage information security effectively within all service activities
• to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
• to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
• to provide progress reports on the planning and implementation of service management

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

• annually
• monthly
• only when there is a business need to change the service
• quarterly

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

• Business Relationship Management
• Change Management
• Release Management
• Service Level Management

While planning for service improvements, what is an important best practice to consider?

• Service improvement targets should be measurable, linked to business objectives and documented in a plan.
• The progress of service improvement should be discussed at least weekly in the steering committee.
• The progress should be monitored closely by an independent project manager to maintain objectivity.
• The service improvement targets should not change until the target is reached, or else no consistency is maintained

What is the intent of Design and transition of new or changed services?

• to ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
• to ensure that approved Changes in theIT infrastructure are implemented with acceptable risks for the current and newIT services
• to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
• to ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.From which process will Service Level Management (SLM) require input?

• Availability Management
• Capacity Management Financial
• Management for IT Services
• IT Service Continuity Management

What defines Service Quality?

• A series of activities that can be assessed in advance by a provider and customer
• Achieving a 99.999% continuous level of availability
• Meeting stated customer requirements and expectations
• Providing a cost-effective service

What may define the scope of Service Management in the Service Management plan?

• the location of the services
• the number of staff
• the size of the infrastructure
• the specific processes undertaken