ITSM20F by EXIN Valid Free Exam Practice Test

Question 1

What is the definition of IT Service Management?

A. An organization supping services to one or more customers B. Requirements for delivering service based upon best practices C. Best practice guidance for operating services D. Specialized organizational capabilities providing value to customers

Correct Answer: D

Question 2

Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A. Financial Management for IT Services B. Availability Management C. IT Service Continuity Management D. Service Level Management

Correct Answer: D

Question 3

What is used for the assessment of maturity of organizations?

A. CobIT B. CMMI@ C. ITIL@ D. MOF

Correct Answer: B

Question 4

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?

A. Underpinning Contracts B. Operational Level Contracts C. Service Level Agreements (SLAs) D. Service Contracts

Correct Answer: D

Question 5

What are the key contents of an IT Service Management system?

A. A software system to monitor the key performance indicators (KPIs) B. A software system for the ticket C. Systematic processes for ticket recording and follow-up only D. A documented organizational and operational structure

Correct Answer: D

Question 6

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

A. Configuration Management B. Release Management C. Asset Management D. Change Management

Correct Answer: A

Question 7

What is the aim of an internal audit?

A. To monitor employee performance B. To verify whether the defined key performance indicators (KPIs) are actually determined C. To instruct all employees that quality-related requirements must be observed D. To ensure and improve one's own quality capability

Correct Answer: D

Question 8

What is the best definition of "Quality system"?

A. organizational structure related to responsibilities, procedures and resources for implementing quality management B. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently C. 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 D. mandatory Quality management practices followed by everyone in the service provider organizations

Correct Answer: A

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) - ITSM20F Exam Practice Test