ITSM20FB Exam Training Practice Tests (EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000)]

Question 1

What is known as a temporary solution that enables the user to continue working?

A. Workaround B. Request For Change (RFC) C. Known Error D. Service Request

Correct Answer: A

Question 2

What is the objective of the service reporting process?

A. to document measures taken to manage information security effectively within all service activities B. to provide progress reports on the planning and implementation of service management C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication D. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents

Correct Answer: C

Question 3

Which process or function has the responsibility of distributing information to users?

A. Customer Relationship Management B. Incident Management C. Service Desk D. Change Management

Correct Answer: C

Question 4

What defines Service Quality'?

A. A series of activities that can be assessed in advance by a provider and customer B. Meeting stated customer requirements and expectations C. Providing a cost-effective service D. Achieving a 99.999% continuous level of availability

Correct Answer: B

Question 5

What is a parameter for measuring progress relative to key objectives in an organization?

A. Key Performance Indicator (KPI) B. Balanced Scorecard (BCS) C. Critical Success Factor (CSF) D. Service Improvement Program (SIP)

Correct Answer: A

Question 6

What is the purpose of CobiTTM?

A. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements B. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks C. to provide a high level process model that organizes a broad range of IT activities D. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

Correct Answer: B

Question 7

While planning for service improvements, what is an important best practice to consider?

A. The progress should be monitored closely by an independent project manager to maintain objectivity. B. Service improvement targets should be measurable, linked to business objectives and documented in a plan. C. The progress of service improvement should be discussed at least weekly in the steering committee. D. The service improvement targets should not change until the target is reached, or else no consistency is maintained

Correct Answer: B

Question 8

Which of the following is a best practice concerning information securitycha risk assessment?

A. Information security risk assessments should be performed once a year. B. Information security risk assessments should be carried out by an external auditor to maintain objectivity. C. Information security risk assessments should be performed as a result of the review of every incident. D. Information security risk assessments should be performed at agreed intervals and be maintained during changes.

Correct Answer: D

EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000 - ITSM20FB Exam Practice Test