ITIL ISO20KF - ISO / IEC 20000 Foundation Exam

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Total 116 questions

Which of the following is Problem Management primarily concerned with?

  • A. Looking at Security Plans
  • B. Looking at the cause of Incidents
  • C. Looking at the Change Plan
  • D. Looking at the Release Strategy


Answer : B

What is the objective of a Management System?

  • A. To define, agree, record and manage levels of services
  • B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
  • C. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
  • D. To provide the policies and the framework that is needed for the effective management and implementation of all IT services


Answer : D

Which of the aspects listed below is included in ISO/IEC 20000?

  • A. Customer communication
  • B. Employee motivation
  • C. Social responsibility
  • D. Standard products


Answer : A

Which of the following tasks is assigned to each process manager?

  • A. Channeling data to Problem Management
  • B. Ensuring the process is running effectively and efficiently
  • C. Following up on Incidents
  • D. Setting up Service Level Agreements with the users


Answer : B

Which of the following must be included within the Service Management plan?

  • A. Configuration Item (CI) type
  • B. Information security controls
  • C. Return to normal working
  • D. Tools as appropriate to support the processes


Answer : D

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Total 116 questions