Exin
ITSM20F.EN
Q1:
What does a quality policy aim to define?
○
A
the formally expressed quality intentions and direction of an organization○
B
the legal obligations that the organization must fulfill○
C
the requirements of ISO/IEC 20000○
D
the requirements of the customer as stated in the Service Level Agreement (SLA)
Exin
ITSM20F.EN
Q2:
What is the objective of IT Service Management?
○
A
to provide critical services to business customers○
B
to provide guaranteed service levels against business requirements○
C
to provide management of services to meet business requirements○
D
to provide services to the maximum level to the business
Exin
ITSM20F.EN
Q3:
Which of the following is used as a set of guidance materials for IT governance?
○
A
CobITTM○
B
ISO 9000○
C
ISO/IEC 20000○
D
MOF
Exin
ITSM20F.EN
Q4:
Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?
○
A
by outsourcing Change Management○
B
by taking disciplinary action against underperforming employees○
C
by taking part in the planning of new IT services○
D
through leadership and actions
Exin
ITSM20F.EN
Q5:
A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
○
A
Changes are scheduled based upon priority and risk.○
B
Contingency and back-out plans are available.○
C
Redundant products, services and licenses are decommissioned.○
D
The Release is tested to the satisfaction of the Customers.