Exin ITSM20FB Exam Questions Instant Access

Question 1

Which process includes the responsibility of recovering the service as quickly as possible?

AAvailability Management

BIT Service Continuity Management

CIncident management

DProblem Management

Answer : C

Question 2

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 3

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 4

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

AAvailability Management

BIncident Management

CService Desk

DService Level Management

Answer : C

Question 5

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

Aannually

Bmonthly

Conly when there is a business need to change the service

Dquarterly

Answer : A

Question 6

What does Service Management aim to achieve?

Ato exceed expectations at all times based on solid processes followed rigidly at all times

Bto exceed expectations occasionally, recognizing that the customer will be disappointed at other times

Cto provide an agreed and well-defined level of quality, based on ongoing communication with the customer

Dto provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

Answer : C

Question 7

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

AAlignment of an audit nonconformity report to a re-audit report

BCompliance with a requirement

CQuality Management System certification by an approved body

DVerification of supplier certification

Answer : B

Exin IT Service Management Foundation Bridge ITSM20FB Exam Questions