Exin
ITSM20FB
Q1:
What is the best definition of "Quality system"?
○
A
ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently○
B
mandatory Quality management practices followed by everyone in the service provider organizations○
C
organizational structure related to responsibilities, procedures and resources for implementing quality management○
D
set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
Exin
ITSM20FB
Q2:
What does Service Management aim to achieve?
○
A
to exceed expectations at all times based on solid processes followed rigidly at all times○
B
to exceed expectations occasionally, recognizing that the customer will be disappointed at other times○
C
to provide an agreed and well-defined level of quality, based on ongoing communication with the customer○
D
to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
Exin
ITSM20FB
Q3:
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
Exin
ITSM20FB
Q4:
Which process is responsible for registering the relationships within the IT infrastructure?
○
A
Asset Management○
B
Change Management○
C
Configuration Management○
D
Release Management
Exin
ITSM20FB
Q5:
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)