EXIN IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 - EX0-114 Free Exam Questions

A. the degree to which the solution of an incident tolerates delay

B. the degree to which the incident gives rise to a deviation from the normal service level

C. the relative importance of the incidents when handling them

D. the time needed by IT Services to resolve the incident

A. It must include the documented procedures specified by the standard

B. It must be available in at least one hard copy and approved

C. It must never include any know-how of the organization

D. It must include the scope of the organization's service management plan

A. to define, agree, record and manage levels of services

B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services

C. to ensure that new services and changes to services will be deliverable and manageable at the agreed costand services quality

D. to provide the policies and the framework that is needed for the effective management and implementationof all IT services

A. the Planning & Implementing Service Management process

B. the Requirements for a Management System process

C. all of the processes within the scope

D. those that support business critical services

A. to manage information security effectively for IT staff

B. to manage information security effectively within all service activities

C. to manage information security effectively for critical services only

D. to manage information security effectively relating to the financial administration of service activities

A. identifying Problems

B. correcting Problems

C. classifying Problems

D. investigating a solution

A. A Configuration Item

B. A developed application

C. A deployed infrastructure

D. A Service

A. Service Desk

B. Customer Relationship Management

C. Incident Management

D. Change Management