Master Exin ITSM20F.EN Exam with Reliable Practice Questions
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A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
Correct : C
A . Incorrect. This is part of Change Management as opposed to Release Management.
B . Incorrect. This is part of the documentation procedure, not of the roll-out, distribution and installation.
C . Correct. This is a best practice according to the standard.
D . Incorrect. This is part of Release verification and acceptance.
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Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?
Correct : D
A . Incorrect. Outsourcing Change Management is insufficient evidence to show top management commitment.
B . Incorrect. This is not sufficient action to ensure that commitment from top management is visible.
C . Incorrect. Taking part in the planning of new services is insufficient action to ensure that commitment from top management is visible.
D . Correct. Top management can make their commitment visible by showing strong leadership and taking firm actions.
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Which of the following is used as a set of guidance materials for IT governance?
Correct : A
A . Correct. CobiTTM is ISACA's guidance for IT governance.
B . Incorrect. ISO 9000 is the generic Quality Management System standard.
C . Incorrect. ISO/IEC 20000 is the IT Service Management standard.
D . Incorrect. MOF is the service management framework from Microsoft.
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What is the objective of IT Service Management?
Correct : C
A . Incorrect. The customer services will be more than critical services.
B . Incorrect. The services are not guaranteed, the service is simply being provided.
C . Correct. The focus for IT Service Management needs to be on agreed business requirements.
D . Incorrect. The customers may not require ''maximum'' levels.
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What does a quality policy aim to define?
Correct : A
A . Correct. A statement defined to deliver focus to the organization.
B . Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.
C . Incorrect. These detail the needs of the Quality Management System, not of the policy.
D . Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.
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