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

Questions 4

Which of the following is a best practice concerning information security risk assessment?

Options:

A.

Information security risk assessments should be carried out by an external auditor to maintain objectivity.

B.

Information security risk assessments should be performed as a result of the review of every incident.

C.

Information security risk assessments should be performed at agreed intervals and be maintained during changes.

D.

Information security risk assessments should be performed once a year.

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Questions 5

Input from other Service Management processes is required to keep the IT service continuity plan current

Which process has the most to contribute?

Options:

A.

Change management

B.

Availability management

C.

Financial management for IT services

D.

Problem management

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Questions 6

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

Options:

A.

Business Relationship Management

B.

Change Management

C.

Release Management

D.

Service Level Management

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Questions 7

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

Options:

A.

annually

B.

monthly

C.

only when there is a business need to change the service

D.

quarterly

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Questions 8

What data is recorded when an incident is reported to the Service Desk?

Options:

A.

the name of the person reporting the Incident

B.

the name of the person handling the Problem

C.

the name of the person who approves the Request for Change (RFC)

D.

the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

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Questions 9

Which process is responsible for registering the relationships within the IT infrastructure?

Options:

A.

Asset Management

B.

Change Management

C.

Configuration Management

D.

Release Management

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Questions 10

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

Options:

A.

A chronological training record for each individual

B.

A record of all future training courses for each employee

C.

An overview of all personal details per employee

D.

An overview of all possible training modules that match with competences

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Questions 11

What can be improved by achieving quality objectives?

Options:

A.

Effectiveness of the service

B.

Personal satisfaction of the Configuration Manager

C.

Relationship with interested suppliers

D.

Relationship with unauthorized patties

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Exam Code: ITSM20F
Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
Last Update: Dec 22, 2024
Questions: 78