Exin ITSM20FB Exam Questions Instant Access

Question 1

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

Athe name of the person reporting the Incident

Bthe name of the person handling the Problem

Cthe name of the person who approves the Request for Change (RFC)

Dthe names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

Answer : A

Question 2

What can be improved by achieving quality objectives?

AEffectiveness of the service

BPersonal satisfaction of the Configuration Manager

CRelationship with interested suppliers

DRelationship with unauthorized patties

Answer : A

Question 3

Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

AAvailability Management

BFinancial Management for IT Services

CIT Service Continuity Management

DService Level Management

Answer : D

Question 4

Quality Management Systems can assist organizations in enhancing what?

ACustomer satisfaction

BISO/EC 20000

CRelationship with third parties

DSupplier satisfaction

Answer : A

Question 5

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

ABalanced Scorecard (BCS)

BCritical Success Factor (CSF)

CKey Performance Indicator (KPI)

DService Improvement Program (SIP)

Answer : C

Question 6

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?

AError Control

BIdentification of root causes

CProactive Problem Management

DProblem Control

Answer : C

Question 7

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

Answer : A

Exin IT Service Management Foundation Bridge ITSM20FB Exam Questions