EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) ITSM20F Prüfungsfragen mit Lösungen:
1. What is the objective of a Management System?
A) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
B) to define, agree, record and manage levels of services
C) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
D) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
2. When can the building and testing of a Change begin?
A) As soon as the impact analysis has been discussed by the members of the Change Advisory Board
B) As soon as the Request for Change (RFC) has been formally authorized
C) As soon as there is a correct network plan for the change
D) As soon as the Request for Change (RFC) has been classified
3. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A) An overview of all possible training modules that match with competences
B) An overview of all personal details per employee
C) A record of all future training courses for each employee
D) A chronological training record for each individual
4. Quality Management Systems can assist organizations in enhancing what?
A) ISO/EC 20000
B) Customer satisfaction
C) Relationship with third parties
D) Supplier satisfaction
5. What is a Configuration Baseline?
A) The change requests allocated to a release
B) A benchmark of the service provider's capability
C) A configuration audit report
D) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
Fragen und Antworten:
| 1. Frage Antwort: D | 2. Frage Antwort: B | 3. Frage Antwort: D | 4. Frage Antwort: B | 5. Frage Antwort: D |
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