SCNP-EN Latest Dumps, ITSM20F Practice Exam

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Exam Code: SCNP-EN
Exam Name: SCNP Strategic Infrastructure Security exam
One year free update, No help, Full refund!
SCNP-EN PDF VCE Total Q&A: 233 Questions and Answers
Last Update: 2014-08-15

SCNP-EN Exam PDF Detail : Click Here

 

Exam Code: ITSM20F
Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
One year free update, No help, Full refund!
ITSM20F VCE Dumps Total Q&A: 78 Questions and Answers
Last Update: 2014-08-15

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NO.1 In recent months at a transport company with 1500 desktops, dozens of requests have been received
for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Answer: A

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NO.2 What is a Configuration Baseline?
A. A benchmark of the service provider's capability
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. The change requests allocated to a release
Answer: C

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NO.3 Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
Answer: A

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NO.4 One of the activities of Problem Management is the analysis of historical Incident and Problem data held
in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Answer: C

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NO.5 What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
Answer: A

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NO.6 Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
Answer: C

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NO.7 Deming proposed a system of continuous improvement.
Which four activities does this system involve?
A. Plan. Do. Check and Act
B. Plan. Do. Evaluate and Act
C. Plan. Perform. Audit and Improve
D. Plan. Perform. Evaluate and Act
Answer: A

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NO.8 What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Answer: D

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