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ITSM20F Questions and Answers

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ITSM20F Questions and Answers

Question # 6

Who or what should always be informed in case a release is rejected, delayed or cancelled?

A.

Business relationship management

B.

Change management

C.

Incident management

D.

The senior management representative

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Question # 7

What is the difference between a process owner and a process manager?

A.

a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

B.

a process owner is a director and a process manager is a manager

C.

a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

D.

a process owner will work directly with business leadership and the process manager only works within IT

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Question # 8

In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.

Which process should have prevented this from happening?

A.

Capacity Management

B.

Service Level Management

C.

Configuration Management

D.

Availability Management

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Question # 9

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

A.

identifying Problems

B.

classifying Problems

C.

correcting Problems

D.

investigating a solution

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Question # 10

One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.

Which process or function is responsible for this activity?

A.

Change Management

B.

Configuration Management

C.

Release Management

D.

Service Desk

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Question # 11

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

A.

Balanced Scorecard (BCS)

B.

Critical Success Factor (CSF)

C.

Key Performance Indicator (KPI)

D.

Service Improvement Program (SIP)

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