Free ITSM20F Questions Attempt

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

Question 9

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)

Question 10

What is the contribution of Availability Management to the Service Level Management process?

Availability Management provides information about the availability of the services being provided.

Availability Management acts in consultation with users to determine the availability of IT services.

Availability Management supplies data about the availability requirements of users.

Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

Question 11

What is the definition of IT Service Management?

An organization supping services to one or more customers

Best practice guidance for operating services

Requirements for delivering service based upon best practices

Specialized organizational capabilities providing value to customers