ITSM20FB

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?A . Business Relationship Management B. Change Management C. Release Management D. Service Level ManagementView AnswerAnswer: B

What is the most common process that is associated with the Service Desk?A . Change Management B. Configuration Management C. Incident Management D. Service Level ManagementView AnswerAnswer: C

What is known as a temporary solution that enables the user to continue working?A . Known Error B. Request For Change (RFC) C. Service Request D. WorkaroundView AnswerAnswer: D

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?A . Incident Management B. Problem...

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 practicesView AnswerAnswer: A

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?A . to be able to charge to the correct users of the service B. to be able to provide reports to management C. to prevent repetitive occurrence of Incidents D....

Why is it important that the Service Desk attempts to link an Incident to a Known Error?A . because this is part of the IT Service Management model B. because this means the incident can be resolved more quickly C. because this allows incidents to be better tracked D. because...

What must be included in a well defined Process structure?A . expected results B. functions C. statistical support D. timelinesView AnswerAnswer: A

What is used for the assessment of maturity of organizations?A . CMMI® B. CobITTM C. ITIL® D. MOFView AnswerAnswer: A

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...