EXIN ITSM ITSM20F Questions & Answers

• Question 1:

  What must be included in a well defined Process structure?

  A. expected results

  B. functions

  C. statistical support

  D. timelines

  Correct Answer: A

• Question 2:

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

  A. because this is part of the IT Service Management model

  B. because this means the incident can be resolved more quickly

  C. because this allows incidents to be better tracked

  D. because otherwise Problem Management cannot work

  Correct Answer: B

• Question 3:

  

  What is the purpose of CobiTTM?

  A. to provide a high level process model that organizes a broad range of IT activities

  B. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

  C. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

  D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

  Correct Answer: D

• Question 4:

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

  A. to be able to charge to the correct users of the service

  B. to be able to provide reports to management

  C. to prevent repetitive occurrence of Incidents

  D. to provide input to the Capacity Database

  Correct Answer: C

• Question 5:

  What is the most common process that is associated with the Service Desk?

  A. Change Management

  B. Configuration Management

  C. Incident Management

  D. Service Level Management

  Correct Answer: C

• Question 6:

  What is the objective of the Security Management process?

  A. to manage information security effectively for critical services only

  B. to manage information security effectively for IT staff

  C. to manage information security effectively relating to the financial administration of service activities

  D. to manage information security effectively within all service activities

  Correct Answer: D

• Question 7:

  The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs. What is this advice an example of?

  A. Known Error

  B. Problem

  C. Workaround

  D. Request for Change

  

  Correct Answer: C

• Question 8:

  Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

  A. Documentation should be kept at least five years for auditing purposes.

  B. Documentation should be protected from damage due to IT related disasters.

  C. Documentation should be stored at a central place and be only accessible via procedures

  D. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

  Correct Answer: B

• Question 9:

  What is required to be in place for emergency changes?

  A. Capacity plans

  B. Controlled Acceptance Test environment

  C. policies and procedures

  D. Service Continuity Plans

  Correct Answer: C

• Question 10:

  Which process aims to prevent incidents resulting from changes to the IT infrastructure?

  A. Availability Management

  B. Change Management

  C. Incident Management

  

  D. Problem Management

  Correct Answer: B