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

Top management needs to ensure that employees are aware of the relevance and importance of their activities.What else do all employees need to be aware of?

• How they can provide policies and a framework for a Service management system
• How they contribute to the achievement of the Service management objectives
• How they contribute to the Total cost of ownership (TCO)
• How they contribute to total salary reduction

When improving the IT Service Management system, what needs to be considered to ensure ongoing compliance with the service provider's corporate objectives / requirements?

• A competitor's process management system
• Any standards defined by the company itself
• The budget available to Human Resources
• The time to update the process documentation

According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with contractual disputes with suppliers.Which process is responsible for the definition of this process?

• Business relationship management
• Contract management
• Service level management
• Supplier management

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

What are the key contents of an IT Service Management system?

• A documented organizational and operational structure
• A software system for the ticket
• A software system to monitor the key performance indicators (KPIs)
• Systematic processes for ticket recording and follow-up only

When can the building and testing of a Change begin?

• As soon as the impact analysis has been discussed by the members of the Change Advisory Board
• As soon as there is a correct network plan for the change
• As soon as the Request for Change (RFC) has been formally authorized
• As soon as the Request for Change (RFC) has been classified

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

A Change leads to a modification of an IT element.Which of the following terms best describes the element being modified?

• A developed application
• A Configuration Item
• A Service
• A deployed infrastructure

The rollout of an application software upgrade has been planned. However, a back-out plan has not been developed.Which process or function should have provided the back-out plan?

• Availability management
• Change management
• Release management
• Service desk

What is a best practice for Capacity Management?

• A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
• Decisions about service provision should be based on cost effectiveness comparisons.
• The resilience of the infrastructure components should be measured and included in the Capacity plan.
• The Service Catalog should be maintained and kept up-to-date.