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Free ITSM20F Exam Braindumps (page: 2)

Page 2 of 35
PDF with 136 Questions

What is known as a temporary solution that enables the user to continue working?

  1. Known Error
  2. Request For Change (RFC)
  3. Service Request
  4. Workaround

Answer(s): D



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

  1. Business Relationship Management
  2. Change Management
  3. Release Management
  4. Service Level Management

Answer(s): B



Different types of events are reported to the Service Desk.
Which event is an incident?

  1. Information about the rollout of a specific application
  2. A notification that a new toner cartridge has just been installed in a printer
  3. A report that the printer is not working
  4. A request for the installation of a new bookkeeping package

Answer(s): C



What has to be included in a well defined process?

  1. Expected outcomes
  2. Functions
  3. Statistical support
  4. Timelines

Answer(s): A






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