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ITSM20F Exam Questions & Answers

Exam Code: ITSM20F

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

Updated: Nov 17, 2024

Q&As: 78

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Practice These Free Questions and Answers to Pass the ITSM Exam

Questions 1

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A. Availability Management

B. Incident Management

C. Service Desk

D. Service Level Management

Show Answer
Questions 2

In the context of standards, what does the term "conformity" stand for?

A. Alignment of an audit nonconformity report to a re-audit report

B. Compliance with a requirement

C. Quality Management System certification by an approved body

D. Verification of supplier certification

Show Answer
Questions 3

Which statement below is not a purpose of Supplier Management procedures?

A. That business transactions between all parties are recorded

B. That information on the performance of all suppliers can be observed and acted upon

C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

D. That the suppliers understand their obligation to the Service Provider

Show Answer
Questions 4

Input from other Service Management processes is required to keep the IT service continuity plan current Which process has the most to contribute?

A. Change management

B. Availability management

C. Financial management for IT services

D. Problem management

Show Answer
Questions 5

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 Management

C. Service Desk Service

D. Level Management

Show Answer

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