ITSM20F 무료 덤프문제 온라인 액세스

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.Problem Management
• B.Incident Management
• C.Service Desk Service
• D.Level Management

Which statement with regard to Information Security Management is true?

• A.Security Incidents shall only be reported and recorded if they affect more than one user
• B.Management with appropriate authority shall approve an Information Security policy.
• C.Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
• D.Information Security Management to specifically focus on managing Information Security effective within all information systems.

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.Identification of root causes
• B.Proactive Problem Management
• C.Error Control
• D.Problem Control

What is used for the assessment of maturity of organizations?

• A.CMMI@
• B.ITIL@
• C.CobIT
• D.MOF

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

• A.because this is part of the IT Service Management model
• B.because this allows incidents to be better tracked
• C.because otherwise Problem Management cannot work
• D.because this means the incident can be resolved more quickly