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Exam Code: ITSM20F Exam TestsExam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
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ITSM20F Exam Tests Bootcamp Total Q&A: 78 Questions and Answers
Last Update: 12-22,2015
ITSM20F Exam Tests Real Dumps Detail : ITSM20F Exam Tests Bootcamp
NO.1 What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the use of the CMDB
B. Increasing the number of records in the CMDB
C. Increasing the scope of the CMDB
D. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
Answer: D
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NO.2 Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A report that the printer is not working
C. A request for the installation of a new bookkeeping package
D. A notification that a new toner cartridge has just been installed in a printer
Answer: B
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NO.3 Deming proposed a system of continuous improvement.
Which four activities does this system involve?
A. Plan. Perform. Audit and Improve
B. Plan. Do. Check and Act
C. Plan. Perform. Evaluate and Act
D. Plan. Do. Evaluate and Act
Answer: B
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NO.4 What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Service Request
C. Request For Change (RFC)
D. Workaround
Answer: D
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NO.5 Quality Management Systems can assist organizations in enhancing what?
A. ISO/EC 20000
B. Relationship with third parties
C. Supplier satisfaction
D. Customer satisfaction
Answer: D
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NO.6 What is a Configuration Baseline?
A. The change requests allocated to a release
B. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
C. A benchmark of the service provider's capability
D. A configuration audit report
Answer: B
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NO.7 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. Proactive Problem Management
B. Identification of root causes
C. Error Control
D. Problem Control
Answer: A
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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. Business Relationship Management
B. Change Management
C. Service Level Management
D. Release Management
Answer: B
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