Exin ITSM20FB Exam Practice Test Instant Access

Question 1

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

Answer : C

Question 2

What is a Known Error?

AA serious incident whose resolution is known

BA Problem that is resolved

CA Problem for which the cause and Workaround have been identified

DA Problem that cannot be matched

Answer : D

Question 3

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?

AAvailability Management

BCapacity Management Financial

CManagement for IT Services

DIT Service Continuity Management

Answer : B

Question 4

Which of the following activities in the Problem Management process is related to the Change Management process?

Aidentifying Problems

Bclassifying Problems

Ccorrecting Problems

Dinvestigating a solution

Answer : C

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

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

Ato be able to charge to the correct users of the service

Bto be able to provide reports to management

Cto prevent repetitive occurrence of Incidents

Dto provide input to the Capacity Database

Answer : C

Question 7

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

Abecause this is part of the IT Service Management model

Bbecause this means the incident can be resolved more quickly

Cbecause this allows incidents to be better tracked

Dbecause otherwise Problem Management cannot work

Answer : B

Exin IT Service Management Foundation Bridge ITSM20FB Exam Practice Test