Free EXIN ITSM20FB Exam Dumps Questions & Answers

What defines Service Quality'?

• A.  Providing a cost-effective service
• B.  Achieving a 99.999% continuous level of availability
• C.  A series of activities that can be assessed in advance by a provider and customer
• D.  Meeting stated customer requirements and expectations

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re- installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs. What is this advice an example of?

• A.  Workaround
• B.  Request for Change
• C.  Problem
• D.  Known Error

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?

• A.  Error Control
• B.  Problem Control
• C.  Identification of root causes
• D.  Proactive Problem Management

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

What is a Known Error?

• A.  A Problem that is resolved
• B.  A serious incident whose resolution is known
• C.  A Problem for which the cause and Workaround have been identified
• D.  A Problem that cannot be matched