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ITSM20F Exam Questions & Answers

Exam Code: ITSM20F

Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

Updated: Mar 20, 2024

Q&As: 78

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Practice These Free Questions and Answers to Pass the ITSM Exam

Questions 1

What is known as a temporary solution that enables the user to continue working?

A. Known Error

B. Request For Change (RFC)

C. Service Request

D. Workaround

Show Answer
Questions 2

In the context of standards, what does the term "conformity" stand for?

A. Alignment of an audit nonconformity report to a re-audit report

B. Compliance with a requirement

C. Quality Management System certification by an approved body

D. Verification of supplier certification

Show Answer
Questions 3

What are the key contents of an IT Service Management system?

A. A documented organizational and operational structure

B. A software system for the ticket

C. A software system to monitor the key performance indicators (KPIs)

D. Systematic processes for ticket recording and follow-up only

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Questions 4

What is an ISO/EC 20000 requirement relating to the service management plan?

A. It must be available in at least one hard copy and approved

B. It must include the documented procedures specified by the standard

C. It must include the scope of the organization's service management plan

D. It must never include any know-how of the organization

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Questions 5

What is the difference between a process owner and a process manager?

A. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

B. a process owner is a director and a process manager is a manager

C. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

D. a process owner will work directly with business leadership and the process manager only works within IT

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