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

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Question 1

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

Options:

A.

the name of the person reporting the Incident

B.

the name of the person handling the Problem

C.

the name of the person who approves the Request for Change (RFC)

D.

the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

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Question 2

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.

What are these contracts called?

Options:

A.

Service Level Agreements (SLAs)

B.

Operational Level Contracts

C.

Service Contracts

D.

Underpinning Contracts

Question 3

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

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