최신 ITSM ITSM20F 무료샘플문제:

1. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Release Management
B) Change Management
C) Service Desk
D) Configuration Management

2. What is the difference between a process owner and a process manager?

A) a process owner will work directly with business leadership and the process manager only works within IT
B) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner is a director and a process manager is a manager

3. What does the term "Integrity" mean in the context of Information Security Management?

A) The accuracy, completeness and correctness of the information
B) Monitoring the access to information
C) Protecting the information against unauthorized use
D) Screening the support staff on their loyalty to the IT organization

4. Which process includes the responsibility of recovering the service as quickly as possible?

A) Availability Management
B) Problem Management
C) Incident management
D) IT Service Continuity Management

5. What is the aim of an internal audit?

A) To monitor employee performance
B) To instruct all employees that quality-related requirements must be observed
C) To ensure and improve one's own quality capability
D) To verify whether the defined key performance indicators (KPIs) are actually determined

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