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Free ITSM20F Exam Braindumps (page: 15)

Page 14 of 35
PDF with 136 Questions

What is a best practice for Capacity Management?

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

Answer(s): A



What is meant by the Urgency of an Incident?

  1. the degree to which the solution of an incident tolerates delay
  2. the degree to which the incident gives rise to a deviation from the normal service level
  3. the time needed by IT Services to resolve the incident
  4. the relative importance of the incidents when handling them

Answer(s): A



What is the objective of the service reporting process?

  1. to document measures taken to manage information security effectively within all service activities
  2. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
  3. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
  4. to provide progress reports on the planning and implementation of service management

Answer(s): C



What is a parameter for measuring progress relative to key objectives in an organization?

  1. Balanced Scorecard (BCS)
  2. Critical Success Factor (CSF)
  3. Key Performance Indicator (KPI)
  4. Service Improvement Program (SIP)

Answer(s): C






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