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

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  Capacity management

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  Incident management

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  Information security management

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  Release management
  

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  Availability Management

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  Incident Management

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  Service Desk

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  Service Level Management
  

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  Customer satisfaction

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  ISO/EC 20000

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  Relationship with third parties

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  Supplier satisfaction
  

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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
  

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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
  

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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.
  

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  That business transactions between all parties are recorded

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  That information on the performance of all suppliers can be observed and acted upon

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  That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

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  That the suppliers understand their obligation to the Service Provider
  

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  To ensure and improve one's own quality capability

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  To instruct all employees that quality-related requirements must be observed

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  To monitor employee performance

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  To verify whether the defined key performance indicators (KPIs) are actually determined
  

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  The frequency and types of Releases

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  The Incidents related to a Release in the period following a Release

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  The Release dates

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  The Request for Change (RFC)
  

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  to define, agree, record and manage levels of services

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

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  to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

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  to provide the policies and the framework that is needed for the effective management and implementation of all IT services