ITSM20F 試験問題を無料オンラインアクセス

What is meant by the Urgency of an Incident?

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

What is a best practice for Capacity Management?

• A.A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
• B.The resilience of the infrastructure components should be measured and included in the Capacity plan.
• C.Decisions about service provision should be based on cost effectiveness comparisons.
• D.The Service Catalog should be maintained and kept up-to-date.

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

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

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

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

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

• A.Service Level Management
• B.Release Management
• C.Change Management
• D.Business Relationship Management