ITIL ITSM20F - IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Exam

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Total 78 questions

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

  • A. Known Error
  • B. Request For Change (RFC)
  • C. Service Request
  • D. Workaround


Answer : D

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

  • A. Business Relationship Management
  • B. Change Management
  • C. Release Management
  • D. Service Level Management


Answer : B

Different types of events are reported to the Service Desk. Which event is an incident?

  • A. Information about the rollout of a specific application
  • B. A notification that a new toner cartridge has just been installed in a printer
  • C. A report that the printer is not working
  • D. A request for the installation of a new bookkeeping package


Answer : C

What has to be included in a well defined process?

  • A. Expected outcomes
  • B. Functions
  • C. Statistical support
  • D. Timelines


Answer : A

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

  • A. Increasing the scope of the CMDB
  • B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
  • C. Increasing the number of records in the CMDB
  • D. Increasing the use of the CMDB


Answer : B

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Total 78 questions