Question No. 1

If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

AAfter the breach

BBefore the breach

CDuring service reporting

DNever

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Correct Answer: B

Question No. 2

What is accreditation in the context of ISO/IEC 20000?

AThe determination of measurement results using defined procedures on the basis of documented requirements

BThe evaluation of test results to verify compliance with requirements plus confirmation by the certification body

CThe notification of approved testing and certification bodies with the relevant authority for publication

DThe official recognition by a third party of organizations involved in testing, inspection and certification

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Correct Answer: D

Question No. 3

What does the standard explicitly recommend to be implemented with Configuration Management?

AChange

BChange and Release

CChange and Security

DRelease

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Correct Answer: B

Question No. 4

What is the objective of planning and implementing new or changed services?

ATo ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner

BTo ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

CTo ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

DTo ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

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Correct Answer: C

Question No. 5

What level of Capacity is targeted by Capacity Management?

Asufficient Capacity to meet agreed current and future demands

Bsufficient Capacity to meet all current and future demands

Csufficient Capacity to meet all development and operational requirements

Dsufficient Capacity to meet current demands only

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Correct Answer: A

A . Correct. The objective is to ensure the service provider has sufficient Capacity to meet the current and future agreed demands of the Customer's business needs.

B . Incorrect. There is no objective to meet all demands but to meet agreed demands.

C . Incorrect. There is no specific mention of development and operational requirements.

D . Incorrect. The objective is to provide sufficient Capacity to meet current demands but also agreed future demands.

Free Exin ITSM20F.EN Exam Actual Questions

The questions for ITSM20F.EN were last updated On Jan 15, 2025