最新的EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) - ITSM20F免費考試真題

A. the frequency and type of Releases

B. Releases Requests For Change (RFCs)

C. an analysis of the success or failure of

D. the Release dates

A. Incident management

B. Business relationship management

C. Change management

D. The senior management representative

A. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

B. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

C. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

D. to exceed expectations at all times based on solid processes followed rigidly at all times

A. Change management

B. Problem management

C. Availability management

D. Financial management for IT services

A. Achieving a 99.999% continuous level of availability

B. Meeting stated customer requirements and expectations

C. A series of activities that can be assessed in advance by a provider and customer

D. Providing a cost-effective service

A. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

B. A configuration audit report

C. The change requests allocated to a release

D. A benchmark of the service provider's capability

A. Review the Service Management System at least annual

B. Analyze and evaluate the existing situation to identify areas for improvement

C. Start an internal service organization evaluation

D. Analyze customer satisfaction and identify resulting actions

A. Financial Management for IT Services

B. Service Level Management

C. IT Service Continuity Management

D. Availability Management