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Free ITSM20F Exam Braindumps
IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Questions 31–35 (page: 8)

Updated On: 10-Feb-2026
Page 8 of 29
PDF with 136 Questions

When improving the IT Service Management system, what needs to be considered to ensure ongoing compliance with the service provider's corporate objectives / requirements?

  1. A competitor's process management system
  2. Any standards defined by the company itself
  3. The budget available to Human Resources
  4. The time to update the process documentation

Answer(s): B



In many organizations, management tasks or parts of those tasks are performed t>y third parties.

Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

  1. Service Level Agreements (SLAs)
  2. Operational Level Contracts
  3. Service Contracts
  4. Underpinning Contracts

Answer(s): C



What is an ISO/EC 20000 requirement relating to the service management plan?

  1. It must be available in at least one hard copy and approved
  2. It must include the documented procedures specified by the standard
  3. It must include the scope of the organization's service management plan
  4. It must never include any know-how of the organization

Answer(s): D



What is required for an implementation of IT Service Management to be successful?

  1. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
  2. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
  3. The appointment of a specialist department responsible for the development of the process structures
  4. The involvement and commitment of personnel at all levels in the organization from operational staff to top management

Answer(s): D



What is a function of processes?

  1. They express the level of compliance with the requested quality characteristics.
  2. They represent a complete set of monitoring options.
  3. They describe vertical and horizontal escalation options.
  4. They complement descriptions of structural and organizational roles and responsibilities

Answer(s): B



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