EXIN IT Service Management Foundation Bridge ITSM20FB Dumps: Good Resource to Pass Your Exam

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

2. A company decides to apply the principle of continual improvement.

Which action would result from this decision?

3. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users.

Which Process or Function can help to alleviate some of this workload?

4. What defines Service Quality?

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

6. What is the difference between a process owner and a process manager?

7. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

8. What is used for the assessment of maturity of organizations?

9. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

10. What is required to be in place for emergency changes?

11. Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

12. The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.

What is this advice an example of?

13. What is the objective of the Security Management process?

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

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

What is the reason for this?

16. What is the purpose of CobiTTM?

17. Why is it important that the Service Desk attempts to link an Incident to a Known Error?

18. What must be included in a well defined Process structure?

19. What is known as a temporary solution that enables the user to continue working?

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

21. Different types of events are reported to the Service Desk.

Which event is an incident?

22. What has to be included in a well defined process?

23. What would increase the amount of detail in the Configuration Management Database (CMDB)?

24. 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?

25. Quality Management Systems can assist organizations in enhancing what?