Free IT Service Management Foundation Bridge Exam ITSM20FB Exam Practice Test

Different types of events are reported to the Service Desk. Which event is an incident?

• Information about the rollout of a specific application
• A notification that a new toner cartridge has just been installed in a printer
• A report that the printer is not working
• A request for the installation of a new bookkeeping package

Which process is responsible for registering the relationships within the IT infrastructure?

• Asset Management
• Change Management
• Configuration Management
• Release Management

What is the best definition of "Quality system"?

• ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
• mandatory Quality management practices followed by everyone in the service provider organizations
• organizational structure related to responsibilities, procedures and resources for implementing quality management
• set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

• Availability Management
• Change Management
• Incident Management
• Problem Management

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

• because this is part of the IT Service Management model
• because this means the incident can be resolved more quickly
• because this allows incidents to be better tracked
• because otherwise Problem Management cannot work

What would increase the amount of detail in the Configuration Management Database (CMDB)?

• Increasing the scope of the CMDB
• Increasing the number of attributes of each Configuration Item (CI) in the CMDB
• Increasing the number of records in the CMDB
• Increasing the use of the CMDB

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

• Availability Management
• Incident Management
• Service Desk
• Service Level Management

What is a purpose of ISO/IEC 20000?

• to promote the adoption of an integrated process approach
• to promote the adoption of IT governance
• to provide best practice guidance on IT Service Management
• to provide best practice guidance on security management

Which of the following activities in the Problem Management process is related to the Change Management process?

• identifying Problems
• classifying Problems
• correcting Problems
• investigating a solution

What data is recorded when an incident is reported to the Service Desk?

• the name of the person reporting the Incident
• the name of the person handling the Problem
• the name of the person who approves the Request for Change (RFC)
• the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)