IT Service Management Foundation Bridge based on ISO/IEC 20000 (ITSM20FB) Free Practice Test

Question 1

A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered. What is the name of the document?

A. Service Catalog

B. Service Level Requirement

C. Service Level Agreement (SLA)

D. Underpinning Contract

Correct Answer: A

Question 2

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

A. Critical Success Factor (CSF)

B. Service Improvement Program (SIP)

C. Key Performance Indicator (KPI)

D. Balanced Scorecard (BCS)

Correct Answer: C

Question 3

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

A. Analyze and evaluate the existing situation to identify areas for improvement

B. Start an internal service organization evaluation

C. Analyze customer satisfaction and identify resulting actions

D. Review the Service Management System at least annual

Correct Answer: A

Question 4

What must be included in a well defined Process structure?

A. timelines

B. expected results

C. functions

D. statistical support

Correct Answer: B

Question 5

Which of the following activities in the Problem Management process is related to the Change Management process?

A. classifying Problems

B. identifying Problems

C. correcting Problems

D. investigating a solution

Correct Answer: C

Question 6

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

A. the name of the person handling the Problem

B. the name of the person reporting the Incident

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)

Correct Answer: B

Question 7

In the context of standards, what does the term "conformity" stand for?

A. Quality Management System certification by an approved body

B. Compliance with a requirement

C. Alignment of an audit nonconformity report to a re-audit report

D. Verification of supplier certification

Correct Answer: B

Question 8

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

A. IT Service Continuity Management

B. Incident management

C. Problem Management

D. Availability Management

Correct Answer: B

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EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000 (ITSM20FB) Free Practice Test