Online Access Free ITSM20F.EN Exam Questions

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

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

Which interested party will define Service level requirements?

• A.Supplier
• B.Customer
• C.Service provider
• D.End user

One of the activities of Capacity management involves making evaluations and predictions regarding the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite hardware networks, databases, etc.
and the costs.
Which of the activities of Capacity management is responsible for this?

• A.Application sizing
• B.Capacity planning
• C.Monitoring
• D.Tuning

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?

• A.Proactive Problem Management
• B.Identification of root causes
• C.Problem Control
• D.Error Control

Why would an IT service provider adopt the C0bITTM framework?

• A.to adopt a uniform structure to understand, implement and evaluateIT capabilities, performance and risks
• B.to adopt a certified measurement framework that legally provides proof of meeting the SarbanesOxley (SOX) requirements
• C.to adopt a high level process model that organizes a broad range ofIT activities
• D.to adopt a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool