Free EXIN ITSM20FB Exam Dumps Questions & Answers

Quality Management Systems can assist organizations in enhancing what?

• A.  ISO/EC 20000
• B.  Customer satisfaction
• C.  Supplier satisfaction
• D.  Relationship with third parties

While planning for service improvements, what is an important best practice to consider?

• A.  The service improvement targets should not change until the target is reached, or else no consistency is maintained
• B.  Service improvement targets should be measurable, linked to business objectives and documented in a plan.
• C.  The progress should be monitored closely by an independent project manager to maintain objectivity.
• D.  The progress of service improvement should be discussed at least weekly in the steering committee.

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

• A.  Level Management
• B.  Incident Management
• C.  Problem Management
• D.  Service Desk Service

What is the best definition of "Quality system"?

• A.  set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
• B.  ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
• C.  mandatory Quality management practices followed by everyone in the service provider organizations
• D.  organizational structure related to responsibilities, procedures and resources for implementing quality management

Which statement with regard to Information Security Management is true?

• A.  Security Incidents shall only be reported and recorded if they affect more than one user
• B.  Information Security Management to specifically focus on managing Information Security effective within all information systems.
• C.  Management with appropriate authority shall approve an Information Security policy.
• D.  Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.