Free EX0-115 – IT Service Management Foundation based on ISO / IEC 20000 Practice Test Question

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  the category

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  the impact

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  the requisite resources

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  the wishes of the customer
  
  

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  Availability management

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  Information security management

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  Service continuity management

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  Service level management
  
  

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  a software system for the ticket system

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  a software system to monitor the Key performance indicators (KPIs)

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  definition of corporate measures to achieve the required level of quality

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  systematic processes for ticket recording and follow-up only
  
  

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  An attribute provides information about the CI involved.

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  An attribute is a CI that provides information to the processes.

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  An attribute is a software package.

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  An attribute is a label that is attached to a machine.
  
  

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  A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

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  Decisions about service provision should be based on cost effectiveness comparisons.

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  The resilience of the infrastructure components should be measured and included in the Capacity plan.

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  The Service Catalog should be maintained and kept up-to-date.
  
  

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  Availability Management

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  Capacity Management Financial

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  Management for IT Services

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  IT Service Continuity Management
  
  

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  A documented organizational and operational structure

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  A software system for the ticket

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  A software system to monitor the key performance indicators (KPIs)

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  Systematic processes for ticket recording and follow-up only
  
  

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  Business relationship management

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  Change management

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  Incident management

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  The senior management representative
  
  

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  Known Error

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  Problem

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  Workaround

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  Request for Change
  
  

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  A series of activities that can be assessed in advance by a provider and customer

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  Achieving a 99.999% continuous level of availability

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  Meeting stated customer requirements and expectations

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  Providing a cost-effective service