Online Access Free ITSM20F.EN Exam Questions

What is the difference between a process owner and a process manager?

• A.a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
• B.a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
• C.a process owner will work directly with business leadership and the process manager only works within IT
• D.a process owner is a director and a process manager is a manager

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

• A.the name of the person who approves the Request for Change (RFC)
• B.the name of the person handling the Problem
• C.the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
• D.the name of the person reporting the Incident

What is required to be in place for emergency changes?

• A.Capacity plans
• B.Service Continuity Plans
• C.Controlled Acceptance Test environment
• D.policies and procedures

Which statement below is not a purpose of Supplier Management procedures?

• A.That business transactions between all parties are recorded
• B.That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
• C.That the suppliers understand their obligation to the Service Provider
• D.That information on the performance of all suppliers can be observed and acted upon

Which process or function has the responsibility of distributing information to users?

• A.Change Management
• B.Service Desk
• C.Customer Relationship Management
• D.Incident Management