Question No. 1

Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

Ato enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

Bto gather information about potential new services that might be interesting for the end users of the services

Cto optimize the resolution processes so that service levels are exceeded

Dto reduce Incidents during the service delivery process

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Correct Answer: A

Question No. 2

It is essential that an owner at senior level has overall responsibility for Service Management.

Which of the statements below is a best practice?

AA senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

BA senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.

CA senior responsible owner should ensure resourcing for service improvement activities.

DA senior responsible owner should have responsiblity for Customer Relationship Management.

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Correct Answer: C

Question No. 3

Why is a scope statement for ISO/IEC 20000 important?

AIt defines what the management system has been certified against

BIt details all of the companies that have been certified

CIt details all of the services that have been certified

DIt identifies which processes have been excluded from the scope

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Correct Answer: A

A . Correct. The scope statement shows what the management system was tested against in order to award certification.

B . Incorrect. Only one company can be awarded a certificate (single legal entity).

C . Incorrect. It is the management system that is being certified not the services.

D . Incorrect. All processes within the scope of the standard must be audited.

Question No. 4

How should the requirements for Service Continuity and Availability be identified?

AThis should be calculated based upon historical data for major Incidents and their consequences for the organization.

BThis should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

CThis should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.

DThis should be made up from Service requirements and Service Level Agreements (SLAs) if available.

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Correct Answer: C

Question No. 5

In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

AThe plan defines the tools as appropriate to support the processes.

BThe plan details the effects of new technologies and techniques on capacity.

CThe plan does not state any tools requirements.

DThe plan lists how every individual process is supported by a tool.

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Correct Answer: A

A . Correct. If tools are used to support a process, there is a need to define them.

B . Incorrect. This is a requirement of Capacity Management (6.5c) and not of the plan to implement Service Management.

C . Incorrect. The plan does require that tools are defined if used.

D . Incorrect. There is no requirement that every individual process must be supported by a tool.

Free Exin ITSM20F.EN Exam Actual Questions

The questions for ITSM20F.EN were last updated On Nov 18, 2024