ITSM20F 무료 덤프문제 온라인 액세스

What is a Configuration Baseline?

• A.The change requests allocated to a release
• 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.A benchmark of the service provider's capability

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

• A.Availability Management
• B.IT Service Continuity Management
• C.Capacity Management Financial
• D.Management for IT Services

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

• A.Before the breach
• B.Never
• C.During service reporting
• D.After the breach

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

• A.Service Level Agreements (SLAs)
• B.Service Contracts
• C.Operational Level Contracts
• D.Underpinning Contracts

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

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