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PECB ISO-IEC-20000-Foundation - ISO/IEC 20000 Foundation Exam

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Total 53 questions

A transport company with 1500 laptops, received many requests for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?

A.

Configuration management

B.

Service level management

C.

Service availability management

D.

Capacity management

Which is a requirement of incident management for a Major Incident?

A.

Responsibility shall be assigned for managing a major incident

B.

Opportunities for improvement shall be identified before the incident is resolved

C.

The root cause of a major incident shall be recorded at the time the incident record is created

D.

The customer shall be responsible for the definition of a Major Incident

What do demand management and capacity management do?

A.

Demand management determines future capacity needs. Capacity management monitors current capacity

B.

Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs

C.

Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services

D.

Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand

To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan?

A.

The interfaces between the business processes

B.

The technology to support the service management system

C.

The service continuity procedures

D.

The procedure for dealing with emergency releases

Which event is NOT part of the definition of an incident?

A.

A reduction in the quality of a service

B.

A request for access to a service

C.

An unplanned interruption to a service

D.

An event that has NOT yet impacted the service to the customer