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最新的 ITSM ITSM20F 免費考試真題:

1. 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) The progress of service improvement should be discussed at least weekly in the steering committee.
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The progress should be monitored closely by an independent project manager to maintain objectivity.

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

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

3. When can the building and testing of a Change begin?

A) As soon as the Request for Change (RFC) has been formally authorized
B) As soon as the Request for Change (RFC) has been classified
C) As soon as the impact analysis has been discussed by the members of the Change Advisory Board
D) As soon as there is a correct network plan for the change

4. 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

5. 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) Verification of supplier certification
C) Quality Management System certification by an approved body
D) Compliance with a requirement

問題與答案：