Pass the actual test with the help of ITSM20F study guide
Updated: Jun 02, 2026
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1. A company decides to apply the principle of continual improvement. Which action would result from this decision?
A) Start an internal service organization evaluation
B) Review the Service Management System at least annual
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Analyze customer satisfaction and identify resulting actions
2. What is a Configuration Baseline?
A) A configuration audit report
B) A benchmark of the service provider's capability
C) The change requests allocated to a release
D) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
3. What is the definition of IT Service Management?
A) Requirements for delivering service based upon best practices
B) An organization supping services to one or more customers
C) Best practice guidance for operating services
D) Specialized organizational capabilities providing value to customers
4. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?
A) Service Level Requirement
B) Underpinning Contract
C) Service Level Agreement (SLA)
D) Service Catalog
5. Which process aims to prevent incidents resulting from changes to the IT infrastructure?
A) Availability Management
B) Problem Management
C) Change Management
D) Incident Management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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