ITExamDump의 EXIN인증 ITSM20F시험덤프는 고객님의 IT자격증을 취득하는 꿈을 실현시켜 드리는 시험패스의 지름길입니다. EXIN인증 ITSM20F덤프에는 실제시험문제의 거의 모든 문제를 적중하고 습니다. ITExamDump의 EXIN인증 ITSM20F덤프가 있으면 시험패스가 한결 간편해집니다.
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시험 번호/코드: ITSM20F
시험 이름: EXIN (IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN))
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Q&A: 78 문항
업데이트: 2013-12-17
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NO.1 In recent months at a transport company with 1500 desktops, dozens of requests have been received
for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Answer: A
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NO.2 One of the activities of Problem Management is the analysis of historical Incident and Problem data held
in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Answer: C
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NO.3 Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
Answer: C
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NO.4 Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
Answer: A
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NO.5 What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the scope of the CMDB
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C. Increasing the number of records in the CMDB
D. Increasing the use of the CMDB
Answer: B
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NO.6 What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. A configuration audit report
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. The change requests allocated to a release
Answer: C
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NO.7 Through which process does the implementation of new or changed services, including closure of a
service, need to be planned and approved.?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
Answer: B
EXIN ITSM20F기출문제 ITSM20F시험문제
NO.8 Deming proposed a system of continuous improvement.
Which four activities does this system involve?
A. Plan. Do. Check and Act
B. Plan. Do. Evaluate and Act
C. Plan. Perform. Audit and Improve
D. Plan. Perform. Evaluate and Act
Answer: A
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NO.9 What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Answer: D
EXIN자격증 ITSM20F ITSM20F인증
NO.10 What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
Answer: A
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