IT Service Management Foundation ITSM20F.EN Real Exam Q&As

1. What is the definition of IT Service Management?

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

3. What does the term "Integrity" mean in the context of Information Security Management?

4. What is a Known Error?

5. Which process or function has the responsibility of distributing information to users?

6. The success and failure of Releases shall be measured. What is included in these measurements?

7. A Change leads to a modification of an IT element.

Which of the following terms best describes the element being modified?

8. What defines Service Quality'?

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

10. What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

11. What is the contribution of Availability Management to the Service Level Management process?

12. What are the key contents of an IT Service Management system?

13. What is mandatory to define in the incident management procedures?

14. While planning for service improvements, what is an important best practice to consider?

15. What can be improved by achieving quality objectives?

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

17. Which statement below is not a purpose of Supplier Management procedures?

18. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

19. What is the aim of an internal audit?

20. When improving the IT Service Management system, what needs to be considered to ensure on­going compliance with the service provider's corporate objectives / requirements?