ITSM20F 試験問題を無料オンラインアクセス

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

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

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

• A.After the breach
• B.Before the breach
• C.During service reporting
• D.Never

What is the difference between a process owner and a process manager?

• A.a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
• B.a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
• C.a process owner will work directly with business leadership and the process manager only works within IT
• D.a process owner is a director and a process manager is a manager

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

One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

• A.Configuration Management
• B.Change Management
• C.Service Desk
• D.Release Management