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

A. those that support business critical services

B. the Planning & Implementing Service Management process

C. all of the processes within the scope

D. the Requirements for a Management System process

A. Customer satisfaction

B. Supplier satisfaction

C. ISO/EC 20000

D. Relationship with third parties

A. Capacity Database

B. Software Distribution Library

C. Definitive Software Library (DSL)

D. Configuration Management Database (CMDB)

A. the relative importance of the incidents when handling them

B. the degree to which the solution of an incident tolerates delay

C. the time needed by IT Services to resolve the incident

D. the degree to which the incident gives rise to a deviation from the normal service level

A. Expected outcomes

B. Statistical support

C. Functions

D. Timelines

A. A software system for the ticket

B. A documented organizational and operational structure

C. A software system to monitor the key performance indicators (KPIs)

D. Systematic processes for ticket recording and follow-up only

A. Information security management

B. Incident management

C. Capacity management

D. Release management

A. to manage information security effectively for critical services only

B. to manage information security effectively for IT staff

C. to manage information security effectively relating to the financial administration of service activities

D. to manage information security effectively within all service activities