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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?


Availability Management


Capacity Management Financial


Management for IT Services


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?


Capacity Database


Configuration Management Database (CMDB)


Definitive Software Library (DSL)


Software Distribution Library

Question # 3

What is the aim of an internal audit?


To ensure and improve one's own quality capability


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


To monitor employee performance


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

Question # 4

What is the objective of a Management System?


to define, agree, record and manage levels of services


to ensure that Key Performance Indicators (KPIs) are defined for all IT services


to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality


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?


Expected outcomes




Statistical support



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