ITSM20F Online Practice Questions and Answers

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 notification that a new toner cartridge has just been installed in a printer

C. A report that the printer is not working

D. A request for the installation of a new bookkeeping package

What is a Configuration Baseline?

A. A benchmark of the service provider's capability

B. A configuration audit report

C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

D. The change requests allocated to a release

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

A. Change Management

B. Customer Relationship Management

C. Incident Management D. Service Desk

What is an ISO/EC 20000 requirement relating to the service management plan?

A. It must be available in at least one hard copy and approved

B. It must include the documented procedures specified by the standard

C. It must include the scope of the organization's service management plan

D. It must never include any know-how of the organization

A Release policy needs to be documented and agreed. What must be included in the Release policy?

A. an analysis of the success or failure of

B. Releases Requests For Change (RFCs)

C. the frequency and type of Releases

D. the Release dates

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?

A. Capacity Database

B. Configuration Management Database (CMDB)

C. Definitive Software Library (DSL)

D. Software Distribution Library

Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A. constant quality

B. incorporating technological innovations

C. innovating the way services are provided

D. methodological order based on best practices

What is used for the assessment of maturity of organizations?

A. CMMI?

B. CobITTM

C. ITIL?

D. MOF

What is required to be in place for emergency changes?

A. Capacity plans

B. Controlled Acceptance Test environment

C. policies and procedures

D. Service Continuity Plans

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs. What is this advice an example of?

A. Known Error

B. Problem

C. Workaround

D. Request for Change