ITSM20F - IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
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Which process is responsible for registering the relationships within the IT infrastructure?
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?
Proactive Problem Management
What is meant by the Urgency of an Incident?
the degree to which the solution of an incident tolerates delay
What is required to be in place for emergency changes?
policies and procedures
What is the definition of IT Service Management?
Specialized organizational capabilities providing value to customers
Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?
Service Desk Service
A company decides to apply the principle of continual improvement. Which action would result from this decision?
Analyze and evaluate the existing situation to identify areas for improvement
What is known as a temporary solution that enables the user to continue working?
What has to be included in a well defined process?
What is the objective of the Security Management process?
to manage information security effectively within all service activities
The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?
Before the breach
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A chronological training record for each individual
What may define the scope of Service Management in the Service Management plan?
the location of the services
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
Which process includes the responsibility of recovering the service as quickly as possible?
Which of the following activities in the Problem Management process is related to the Change Management process?
What is a purpose of ISO/IEC 20000?
to promote the adoption of an integrated process approach
In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?
What is mandatory to define in the incident management procedures?
The escalation of incidents
What are the key contents of an IT Service Management system?
A documented organizational and operational structure
What would increase the amount of detail in the Configuration Management Database (CMDB)?
Increasing the number of attributes of each Configuration Item (CI) in the CMDB
A Release policy needs to be documented and agreed. What must be included in the Release policy?
the frequency and type of Releases
Deming proposed a system of continuous improvement. Which four activities does this system involve?
Plan. Do. Check and Act
What does Service Management aim to achieve?
to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
to prevent repetitive occurrence of Incidents
What is a Configuration Baseline?
A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
Capacity Management Financial
The success and failure of Releases shall be measured. What is included in these measurements?
The Incidents related to a Release in the period following a Release
What is the difference between a process owner and a process manager?
a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
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?
A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified?
A Configuration Item
What is a best practice for Capacity Management?
A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
What defines Service Quality?
Meeting stated customer requirements and expectations
In the context of standards, what does the term "conformity" stand for?
Compliance with a requirement
What is the purpose of CobiTTM?
to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
What is required for an implementation of IT Service Management to be successful?
The involvement and commitment of personnel at all levels in the organization from operational staff to top management
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?
Service Level Management
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?
What can be improved by achieving quality objectives?
Effectiveness of the service
Which process or function has the responsibility of distributing information to users?
When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?
Capacity Management Financial
Which statement below is not a purpose of Supplier Management procedures?
That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?
Any standards defined by the company itself
The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs. What is this advice an example of?
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
What is the objective of the service reporting process?
to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
Input from other Service Management processes is required to keep the IT service continuity plan current Which process has the most to contribute?
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
because this means the incident can be resolved more quickly
What is the most common process that is associated with the Service Desk?