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最新的 ITSM ITSM20F 免費考試真題:

1. When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

A) Availability Management
B) Management for IT Services
C) Capacity Management Financial
D) IT Service Continuity Management

2. Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A) Financial management for IT services
B) Problem management
C) Availability management
D) Change management

3. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to charge to the correct users of the service
B) to provide input to the Capacity Database
C) to be able to provide reports to management
D) to prevent repetitive occurrence of Incidents

4. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of records in the CMDB
B) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C) Increasing the use of the CMDB
D) Increasing the scope of the CMDB

5. What is meant by the Urgency of an Incident?

A) the degree to which the incident gives rise to a deviation from the normal service level
B) the time needed by IT Services to resolve the incident
C) the degree to which the solution of an incident tolerates delay
D) the relative importance of the incidents when handling them

問題與答案：