EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) : ITSM20F

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最新的 ITSM ITSM20F 免費考試真題:

1. 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 minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
C) to provide progress reports on the planning and implementation of service management
D) to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

2. What is the most common process that is associated with the Service Desk?

A) Configuration Management
B) Incident Management
C) Service Level Management
D) Change Management

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

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

4. What must be included in a well defined Process structure?

A) expected results
B) functions
C) statistical support
D) timelines

5. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person handling the Problem
B) the name of the person reporting the Incident
C) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
D) the name of the person who approves the Request for Change (RFC)

問題與答案：