QUESTION: 9

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

Availability Management
Change Management
Incident Management
Problem Management

Answer(s): B

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QUESTION: 10

What is required to be in place for emergency changes?

Capacity plans
Controlled Acceptance Test environment
policies and procedures
Service Continuity Plans

Answer(s): C

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QUESTION: 11

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

Documentation should be kept at least five years for auditing purposes.
Documentation should be protected from damage due to IT related disasters.
Documentation should be stored at a central place and be only accessible via procedures
Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

Answer(s): B

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The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is reinstalled.
Because the cause of the incident has still not been traced, the supplier decides to advise
the customers to temporarily install the old version, if the problem occurs. What is this advice an example of?

Known Error
Problem
Workaround
Request for Change

Answer(s): C

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Free EXIN ITSM20FB Exam Braindumps (page: 4)

QUESTION: 9

QUESTION: 10

QUESTION: 11

QUESTION: 12

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