Online Access Free ITSM20FB Exam Questions

One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?

• A.Capacity Database
• B.Configuration Management Database (CMDB)
• C.Definitive Software Library (DSL)
• D.Software Distribution Library

Which process includes the responsibility of recovering the service as quickly as possible?

• A.Incident management
• B.IT Service Continuity Management
• C.Availability Management
• D.Problem Management

What is required for an implementation of IT Service Management to be successful?

• A.Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
• B.A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
• C.The involvement and commitment of personnel at all levels in the organization from operational staff to top management
• D.The appointment of a specialist department responsible for the development of the process structures

Different types of events are reported to the Service Desk. Which event is an incident?

• A.Information about the rollout of a specific application
• B.A notification that a new toner cartridge has just been installed in a printer
• C.A request for the installation of a new bookkeeping package
• D.A report that the printer is not working

Deming proposed a system of continuous improvement. Which four activities does this system involve?

• A.Plan. Perform. Evaluate and Act
• B.Plan. Perform. Audit and Improve
• C.Plan. Do. Check and Act
• D.Plan. Do. Evaluate and Act