ITSM20FB

Which process aims to prevent incidents resulting from changes to the IT infrastructure?A . Availability Management B. Change Management C. Incident Management D. Problem ManagementView AnswerAnswer: B

Quality Management Systems can assist organizations in enhancing what?A . Customer satisfaction B. ISO/EC 20000 C. Relationship with third parties D. Supplier satisfactionView AnswerAnswer: A

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

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?A . Error Control B. Identification of root causes C. Proactive Problem Management D. Problem ControlView...

What would increase the amount of detail in the Configuration Management Database (CMDB)?A . Increasing the scope of the CMDB B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB C. Increasing the number of records in the CMDB D. Increasing the use of the CMDBView...

What is the difference between a process owner and a process manager?A . a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process B. a process owner is a director and a process manager is a manager...

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

What is required to be in place for emergency changes?A . Capacity plans B. Controlled Acceptance Test environment C. policies and procedures D. Service Continuity PlansView AnswerAnswer: C

What defines Service Quality?A . A series of activities that can be assessed in advance by a provider and customer B. Achieving a 99.999% continuous level of availability C. Meeting stated customer requirements and expectations D. Providing a cost-effective serviceView AnswerAnswer: C

What is the objective of the Security Management process?A . to manage information security effectively for critical services only B. to manage information security effectively for IT staff C. to manage information security effectively relating to the financial administration of service activities D. to manage information security effectively within all...