Online Access Free ITSM20FB Exam Questions

What is a function of processes?

• A.They complement descriptions of structural and organizational roles and responsibilities
• B.They express the level of compliance with the requested quality characteristics.
• C.They describe vertical and horizontal escalation options.
• D.They represent a complete set of monitoring options.

A company decides to apply the principle of continual improvement. Which action would result from this decision?

• A.Analyze customer satisfaction and identify resulting actions
• B.Review the Service Management System at least annual
• C.Start an internal service organization evaluation
• D.Analyze and evaluate the existing situation to identify areas for improvement

Which statement with regard to Information Security Management is true?

• A.Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
• B.Security Incidents shall only be reported and recorded if they affect more than one user
• C.Information Security Management to specifically focus on managing Information Security effective within all information systems.
• D.Management with appropriate authority shall approve an Information Security policy.

What is a parameter for measuring progress relative to key objectives in an organization?

• A.Key Performance Indicator (KPI)
• B.Service Improvement Program (SIP)
• C.Critical Success Factor (CSF)
• D.Balanced Scorecard (BCS)

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?

• A.Capacity Management Financial
• B.Availability Management
• C.IT Service Continuity Management
• D.Management for IT Services