Free EXIN ITSM20F.EN Exam Dumps Questions & Answers

A company decides to apply the principle of continual improvement. Which action would result from this decision?

• A.  Analyze customer satisfaction and identify resulting actions
• B.  Analyze and evaluate the existing situation to identify areas for improvement
• C.  Review the Service Management System at least annual
• D.  Start an internal service organization evaluation

Different types of events are reported to the Service Desk. Which event is an incident?

• A.  A notification that a new toner cartridge has just been installed in a printer
• B.  Information about the rollout of a specific application
• C.  A request for the installation of a new bookkeeping package
• D.  A report that the printer is not working

Which process has the intent to ensure that the available supply of processing power matches the business demands, both now and in the future?

• A.  Availability management
• B.  Budgeting and accounting for services
• C.  Capacity management
• D.  Service continuity management

Top management needs to ensure that employees are aware of the relevance and importance of their activities.
What else do all employees need to be aware of?

• A.  How they can provide policies and a framework for a Service management system
• B.  How they contribute to the Total cost of ownership (TCO)
• C.  How they contribute to total salary reduction
• D.  How they contribute to the achievement of the Service management objectives

The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship.
According to ISO/IEC 20000-1, what would not be defined?

• A.  Contractual disputes
• B.  Complaints procedure
• C.  Early termination of the contract
• D.  Transferof service