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Free ITSM20F.EN Exam Braindumps (page: 9)

Page 8 of 35
PDF with 136 Questions

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

  1. After the breach
  2. Before the breach
  3. During service reporting
  4. Never

Answer(s): B



What is the aim of an internal audit?

  1. To ensure and improve one's own quality capability
  2. To instruct all employees that quality-related requirements must be observed
  3. To monitor employee performance
  4. To verify whether the defined key performance indicators (KPIs) are actually determined

Answer(s): A



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






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