[2026] EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000

문제1

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A. only when there is a business need to change the service

B. annually

C. quarterly

D. monthly

정답: B

문제2

Deming proposed a system of continuous improvement. Which four activities does this system involve?

A. Plan. Perform. Audit and Improve

B. Plan. Perform. Evaluate and Act

C. Plan. Do. Check and Act

D. Plan. Do. Evaluate and Act

정답: C

문제3

What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A. Release management

B. Information security management

C. Incident management

D. Capacity management

정답: B

문제4

What is required for an implementation of IT Service Management to be successful?

A. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

B. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

C. The involvement and commitment of personnel at all levels in the organization from operational staff to top management

D. The appointment of a specialist department responsible for the development of the process structures

정답: C

문제5

Which process is responsible for registering the relationships within the IT infrastructure?

A. Release Management

B. Change Management

C. Asset Management

D. Configuration Management

정답: D

문제6

What data is recorded when an incident is reported to the Service Desk?

A. the name of the person handling the Problem

B. the name of the person who approves the Request for Change (RFC)

C. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

D. the name of the person reporting the Incident

정답: D

문제7

An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade. Which process or function is responsible for rolling out these Changes?

A. Release Management

B. Service Desk

C. Change Management

D. Security Management

정답: A

문제8

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?

A. Service Desk Service

B. Incident Management

C. Level Management

D. Problem Management

정답: A

EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000 - ITSM20FB무료 덤프문제 풀어보기

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