ISO/IEC 20000 (ITSM) Lead Implementer Quiz Questions and Answers

Access management involves...

Answer :
  • Rights, access identity, directory services, service/service component

Application Management is responsible for which type of applications?

Answer :
  • Both A and B

_________should be available to the service desk.

Answer :
  • All of the above

Change, which is to be implemented faster than the change process, is reviewed by...

Answer :
  • Emergency change advisory board

What combination should be followed to Baseline (1) Tactical Level (2) Operational level (3) Strategic Level?

Answer :
  • All of the above

The availability, confidentiality and integrity of data are the responsibility of______.

Answer :
  • Information security management

Which perspective of ITSM takes into consideration the “soft” side of IT?

Answer :
  • People Perspective

ITIL stands for the Information Technology Infrastructure Library. Which are the five volumes that comprise ITIL?

Answer :
  • Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement

You were on a conference call on Tuesday where your boss stated that you will be leading the development of a new Service. He mentioned that you will be adopting a Service-oriented approach. What did your boss mean by that?

Answer :
  • Effective communication, the IT organization will be ‘transparent’, we maintain appropriate response times for inquiries, and we will identify issues in a proactive manner

An outsourcer is considered a/an...

Answer :
  • External Service Provider