Online Access Free ITSM20F.EN Exam Questions

What is the main outcome of the Business Relationship Management process?

• A.Customer relationship and satisfaction
• B.Service reviews
• C.Changes to service requirements
• D.Complaints policy

One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

• A.Service Desk
• B.Configuration Management
• C.Change Management
• D.Release Management

What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

• A.Capacity management
• B.Release management
• C.Incident management
• D.Information security management

What is the objective of the maintain and improve the SMS stage (Act)?

• A.to improve the efficiency and effectiveness of the processes
• B.to improve the efficiency and effectiveness of service support
• C.to improve the efficiency and effectiveness of the business
• D.to improve the efficiency and effectiveness of service provision

When can the building and testing of a Change begin?

• A.As soon as the Request for Change (RFC) has been classified
• B.As soon as there is a correct network plan for the change
• C.As soon as the Request for Change (RFC) has been formally authorized
• D.As soon as the impact analysis has been discussed by the members of the Change Advisory Board