Question 1

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

ABalanced Scorecard (BCS)

BCritical Success Factor (CSF)

CKey Performance Indicator (KPI)

DService Improvement Program (SIP)

Answer : C

Question 2

Which process is responsible for registering the relationships within the IT infrastructure?

AAsset Management

BChange Management

CConfiguration Management

DRelease Management

Answer : C

Question 3

Which of the following activities in the Problem Management process is related to the Change Management process?

Aidentifying Problems

Bclassifying Problems

Ccorrecting Problems

Dinvestigating a solution

Answer : C

Question 4

What does Service Management aim to achieve?

Ato exceed expectations at all times based on solid processes followed rigidly at all times

Bto exceed expectations occasionally, recognizing that the customer will be disappointed at other times

Cto provide an agreed and well-defined level of quality, based on ongoing communication with the customer

Dto provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

Answer : C

Question 5

What is the best definition of "Quality system"?

Aability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

Bmandatory Quality management practices followed by everyone in the service provider organizations

Corganizational structure related to responsibilities, procedures and resources for implementing quality management

Dset of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

Answer : C

Free Practice Questions for Exin ITSM20FB Exam

Question 1

Question 2

Question 3

Question 4

Question 5