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ITSM20F Practice Exam Questions with Answers IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Certification

Question # 6

What is meant by the Urgency of an Incident?

A.

the degree to which the solution of an incident tolerates delay

B.

the degree to which the incident gives rise to a deviation from the normal service level

C.

the time needed by IT Services to resolve the incident

D.

the relative importance of the incidents when handling them

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Question # 7

A Release policy needs to be documented and agreed. What must be included in the Release policy?

A.

an analysis of the success or failure of

B.

Releases Requests For Change (RFCs)

C.

the frequency and type of Releases

D.

the Release dates

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Question # 8

Who or what should always be informed in case a release is rejected, delayed or cancelled?

A.

Business relationship management

B.

Change management

C.

Incident management

D.

The senior management representative

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Question # 9

Which processes should the Plan, Do, Check, Act methodology be applied to?

A.

all of the processes within the scope

B.

the Planning & Implementing Service Management process

C.

the Requirements for a Management System process

D.

those that support business critical services

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Question # 10

An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.

Which process or function is responsible for rolling out these Changes?

A.

Change Management

B.

Release Management

C.

Security Management

D.

Service Desk

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Question # 11

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

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