Free EXIN ITSM20F.EN Exam Dumps Questions & Answers

Who or what should always be informed in case a release is rejected, delayed or cancelled?

• A.  Change management
• B.  The senior management representative
• C.  Incident management
• D.  Business relationship management

The effects of a disaster on IT services can be severe. Measures should be taken to prevent, detect, prepare for and mitigate these effects.
Which process is responsible for taking these measures?

• A.  Information security management
• B.  Service level management
• C.  Service continuity management
• D.  Availability management

What is a purpose of ISO/IEC 20000?

• A.  to provide best practice guidance on IT Service Management
• B.  to provide best practice guidance on security management
• C.  to promote the adoption of IT governance
• D.  to promote the adoption of an integrated process approach

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

• A.  Incident Management
• B.  Service Level Management
• C.  Service Desk
• D.  Availability Management

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.  Problem Management
• B.  Incident Management
• C.  Level Management
• D.  Service Desk Service