Free Practice Questions for Exin ITSM20FB Exam

Question 1

What is the objective of the Security Management process?

Ato manage information security effectively for critical services only

Bto manage information security effectively for IT staff

Cto manage information security effectively relating to the financial administration of service activities

Dto manage information security effectively within all service activities

Correct Answer: D. to manage information security effectively within all service activities

Question 2

What is meant by the Urgency of an Incident?

Athe degree to which the solution of an incident tolerates delay

Bthe degree to which the incident gives rise to a deviation from the normal service level

Cthe time needed by IT Services to resolve the incident

Dthe relative importance of the incidents when handling them

Correct Answer: A. the degree to which the solution of an incident tolerates delay

Question 3

What does Service Management aim to achieve?

Ato exceed expectations at all times based on solid processes followed rigidly at all times

Bto exceed expectations occasionally, recognizing that the customer will be disappointed at other times

Cto provide an agreed and well-defined level of quality, based on ongoing communication with the customer

Dto provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

Correct Answer: C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

Question 4

What is used for the assessment of maturity of organizations?

ACMMI

BCobITTM

CITIL

DMOF

Correct Answer: A. CMMI

Question 5

What defines Service Quality?

AA series of activities that can be assessed in advance by a provider and customer

BAchieving a 99.999% continuous level of availability

CMeeting stated customer requirements and expectations

DProviding a cost-effective service

Correct Answer: C. Meeting stated customer requirements and expectations

Question 6

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

AAvailability Management

BIncident Management

CService Desk

DService Level Management

Correct Answer: C. Service Desk

Question 7

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

AInformation about the rollout of a specific application

BA notification that a new toner cartridge has just been installed in a printer

CA report that the printer is not working

DA request for the installation of a new bookkeeping package

Correct Answer: C. A report that the printer is not working

Question 8

What is the objective of a Management System?

Ato define, agree, record and manage levels of services

Bto ensure that Key Performance Indicators (KPIs) are defined for all IT services

Cto ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

Dto provide the policies and the framework that is needed for the effective management and implementation of all IT services

Correct Answer: D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services

Question 9

What is the most common process that is associated with the Service Desk?

AChange Management

BConfiguration Management

CIncident Management

DService Level Management

Correct Answer: C. Incident Management

Question 10

What is an ISO/EC 20000 requirement relating to the service management plan?

AIt must be available in at least one hard copy and approved

BIt must include the documented procedures specified by the standard

CIt must include the scope of the organization's service management plan

DIt must never include any know-how of the organization

Correct Answer: D. It must never include any know-how of the organization