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IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Questions and Answers

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Question 1

Quality Management Systems can assist organizations in enhancing what?

Options:

A.

Customer satisfaction

B.

ISO/EC 20000

C.

Relationship with third parties

D.

Supplier satisfaction

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Question 2

A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.

What is the name of the document?

Options:

A.

Service Catalog

B.

Service Level Agreement (SLA)

C.

Service Level Requirement

D.

Underpinning Contract

Question 3

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.

Which aspect of Problem Management accomplishes this?

Options:

A.

Error Control

B.

Identification of root causes

C.

Proactive Problem Management

D.

Problem Control

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