ITIL ITSM20F - IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Exam
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Total 78 questions
Question #6 (Topic: )
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?
Problem data held in the Configuration Management Database (CMDB) in order to
understand trends.
Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Answer: C
Question #7 (Topic: )
Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
Answer: A
Question #8 (Topic: )
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
Answer: C
Question #9 (Topic: )
Deming proposed a system of continuous improvement.
Which four activities does this system involve?
Which four activities does this system involve?
A. Plan. Do. Check and Act
B. Plan. Do. Evaluate and Act
C. Plan. Perform. Audit and Improve
D. Plan. Perform. Evaluate and Act
Answer: A
Question #10 (Topic: )
In recent months at a transport company with 1500 desktops, dozens of requests have
been received for expansion of the internal memory because its size has proven to be
insufficient.
Which process should have prevented this from happening?
been received for expansion of the internal memory because its size has proven to be
insufficient.
Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Answer: A
