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Exin ITSM20F Exam Dumps Questions and Answers

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IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Questions and Answers

Questions 1

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

Options:

A.

After the breach

B.

Before the breach

C.

During service reporting

D.

Never

Questions 2

Problem Management is responsible for carrying out trend analysis of Incident volumes and types.

What is the reason for this?

Options:

A.

to be able to charge to the correct users of the service

B.

to be able to provide reports to management

C.

to prevent repetitive occurrence of Incidents

D.

to provide input to the Capacity Database

Questions 3

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

Options:

A.

Analyze and evaluate the existing situation to identify areas for improvement

B.

Analyze customer satisfaction and identify resulting actions

C.

Review the Service Management System at least annual

D.

Start an internal service organization evaluation