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ITSM20F Questions and Answers

Question # 1

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.

From which process will Service Level Management (SLM) require input?

A.

Availability Management

B.

Capacity Management Financial

C.

Management for IT Services

D.

IT Service Continuity Management

Question # 2

One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.

What is the name of this location?

A.

Capacity Database

B.

Configuration Management Database (CMDB)

C.

Definitive Software Library (DSL)

D.

Software Distribution Library

Question # 3

What is the aim of an internal audit?

A.

To ensure and improve one's own quality capability

B.

To instruct all employees that quality-related requirements must be observed

C.

To monitor employee performance

D.

To verify whether the defined key performance indicators (KPIs) are actually determined

Question # 4

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

Question # 5

What has to be included in a well defined process?

A.

Expected outcomes

B.

Functions

C.

Statistical support

D.

Timelines

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