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Exin ITSM20FB IT Service Management Foundation Bridge based on ISO/IEC 20000
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Question 1 Which of the following is a best practce concerning informaton securitycha risk assessment? A. Informaton security risk assessments should be carried out by an external auditor to maintain objectiity. B. Informaton security risk assessments should be performed as a result of the reiiew of eiery incident. C. Informaton security risk assessments should be performed at agreed interials and be maintained during changes. D. Informaton security risk assessments should be performed once a year.
Aoswern C Question 2 A company decides to apply the principle of contnual improiement. Which acton would result from this decision? A. Analyze and eialuate the existng situaton to identfy areas for improiement B. Analyze customer satsfacton and identfy resultng actons C. Reiiew the Seriice Management System at least annual D. Start an internal seriice organizaton eialuaton
Aoswern A Question 3 Due to excessiie workload, the Desktop Support group has been unable to meet their agreed seriice leiels. One of the major contributng factors is the tme being spent in direct communicaton with users. Which Process or Functon can help to alleiiate some of this workload? A. Incident Management B. Problem Management C. Seriice Desk Seriice D. Leiel Management
Aoswern C Question 4 What defnes Seriice Quality? A. A series of actiites that can be assessed in adiance by a proiider and customer B. Achieiing a 99.999% contnuous leiel of aiailability C. Meetng stated customer requirements and expectatons D. Proiiding a cost-efectie seriice
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Aoswern C Question 5 What data is recorded when an incident is reported to the Seriice Desk? A. the name of the person reportng the Incident B. the name of the person handling the Problem C. the name of the person who approies the Request for Change (RFC) D. the names of persons who are authorized to implement Changes in the Confguraton Management Database (CMDB)
Aoswern A Question 6 What is the diference between a process owner and a process manager? A. a process owner is responsible for the efectieness of the process and a process manager is responsible for the realizaton of the process B. a process owner is a director and a process manager is a manager C. a process owner must haie a Manager's Certfcate and a process manager must haie a Practtoner's certfcate D. a process owner will work directly with business leadership and the process manager only works within IT
Aoswern A Question 7 Which aspect of the IT-Seriice Industry is considered to be one of the most important, but also one of the most difcult? A. constant quality B. incorporatng technological innoiatons C. innoiatng the way seriices are proiided D. methodological order based on best practces
Aoswern A Question 8 What is used for the assessment of maturity of organizatons? A. CMMI速 B. CobITTM C. ITIL速 D. MOF
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Aoswern A Question 9 Which process aims to preient incidents resultng from changes to the IT infrastructure? A. Aiailability Management B. Change Management C. Incident Management D. Problem Management
Aoswern B Question 10 What is required to be in place for emergency changes? A. Capacity plans B. Controlled Acceptance Test eniironment C. policies and procedures D. Seriice Contnuity Plans
Aoswern C
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