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ITSM20F – IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

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Showing 4–6 of 10 questions

Question 4

In the context of standards, what does the term "conformity" stand for?

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    Alignment of an audit nonconformity report to a re-audit report
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    Compliance with a requirement
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    Quality Management System certification by an approved body
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    Verification of supplier certification
Question 5

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

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    Incident Management
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    Problem Management
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    Service Desk Service
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    Level Management
Question 6

Which of the following is a best practice concerning information security risk assessment?

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    Information security risk assessments should be carried out by an external auditor to maintain objectivity.
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    Information security risk assessments should be performed as a result of the review of every incident.
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    Information security risk assessments should be performed at agreed intervals and be maintained during changes.
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    Information security risk assessments should be performed once a year.