Question No. 1

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. 2

What should planning for a new or changed service consider?

Aa complete review of all recent security breaches

BKnown Errors to file systems

Cthe existing service levels

Dverification that the appropriate level of testing is completed

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Correct Answer: C

Question No. 3

What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

Aan updated Operational Level Agreement

Bcost, organizational, technical and commercial impact

Cthe policies, plans and procedures of each process or set of processes

Dthe Service Management plan

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Correct Answer: B

A . Incorrect. This is not relevant.

B . Correct. This is part of the standard.

C . Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCAmethodology). This is no part of the proposals for new or changed services.

D . Incorrect. This plan is much broader than only new or changed services.

Question No. 4

What should not be part of a Service Level Agreement (SLA)?

AAuthorization details

BEscalation and notification process

CImpact and priority guidelines

DLessons learned and improvement actions

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Correct Answer: D

Question No. 5

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

Free Exin ITSM20F.EN Exam Actual Questions

The questions for ITSM20F.EN were last updated On Nov 7, 2024