IT Service Management Foundation based on ISO/IEC 20000

Question 1

What is a purpose of ISO/IEC 20000?

A. to promote the adoption of IT governance

B. to promote the adoption of an integrated process approach

C. to provide best practice guidance on IT Service Management

D. to provide best practice guidance on security management

Correct Answer: B

Question 2

What is the best definition of "Quality system"?

A. organizational structure related to responsibilities, procedures and resources for implementing quality management

B. 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

C. mandatory Quality management practices followed by everyone in the service provider organizations

D. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

Correct Answer: A

Question 3

Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?

A. Configuration management

B. Budgeting and accounting for services

C. Change management

D. Capacity management

Correct Answer: A

Question 4

Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the most important IT services in the event of a major business disruption.
Which process is responsible to insure that the business requirements are met during such circumstances?

A. Supplier management

B. Service continuity management

C. Availability management

D. Service level management

Correct Answer: B

Question 5

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A. Availability Management

B. Problem Management

C. Change Management

D. Incident Management

Correct Answer: C

Question 6

What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

A. Control of information assets in a Configuration management database (CMDB)

B. The possibility of increasing business success by means of a self-assessment process

C. Consistent implementation of the PDCA cycle

D. Afocus on Information security management above all other processes

Correct Answer: C

Question 7

When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requirements?

A. The time to update the process documentation

B. The budget available to allocate resources

C. IT service management best practices

D. Any processes and policies defined by the company

Correct Answer: D

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

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