NO.1 What has to be included in a well defined process?
A. Functions
B.
Statistical support
C. Expected outcomes
D. Timelines
Answer:
C
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NO.2 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
Answer:
D
NO.3 In recent months at a transport company with 1500
desktops, dozens of requests have been received
for expansion of the internal
memory because its size has proven to be insufficient.
Which process should
have prevented this from happening?
A. Capacity Management
B. Service
Level Management
C. Configuration Management
D. Availability
Management
Answer: A
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NO.4 Deming proposed a system of continuous
improvement.
Which four activities does this system involve?
A. Plan. Do.
Check and Act
B. Plan. Perform. Audit and Improve
C. Plan. Perform.
Evaluate and Act
D. Plan. Do. Evaluate and Act
Answer: A
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NO.5 What is a Configuration Baseline?
A. A
benchmark of the service provider's capability
B. The change requests
allocated to a release
C. A configuration audit report
D. A snapshot of
the state of an IT Service or individual Configuration Item (CI) at a point in
time
Answer: D
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NO.6
One of the activities of Problem Management is the analysis of historical
Incident and Problem data held
in the Configuration Management Database
(CMDB) in order to understand trends.
Which aspect of Problem Management
accomplishes this?
A. Problem Control
B. Proactive Problem
Management
C. Identification of root causes
D. Error Control
Answer:
B
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NO.7 Different types of events are reported to the
Service Desk. Which event is an incident?
A. A notification that a new toner
cartridge has just been installed in a printer
B. A request for the
installation of a new bookkeeping package
C. A report that the printer is not
working
D. Information about the rollout of a specific application
Answer:
C
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NO.8
Through which process does the implementation of new or changed services,
including closure of a
service, need to be planned and approved.?
A.
Release Management
B. Business Relationship Management
C. Change
Management
D. Service Level Management
Answer: C
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Exam Code: ITSM20F
BraindumpsExam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
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ITSM20F Braindumps Latest Dumps Total Q&A: 78 Questions and Answers
Last Update: 12-22,2015
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