ITSM20FB Free Exam Questions & Answers (Updated 2026)

Question No 1

A company decides to apply the principle of continual improvement. Which action would result from this decision?

Choose the Choices:

Analyze and evaluate the existing situation to identify areas for improvement

Analyze customer satisfaction and identify resulting actions

Review the Service Management System at least annual

Start an internal service organization evaluation

Question No 2

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

Choose the Choices:

Question No 3

What defines Service Quality?

Choose the Choices:

A series of activities that can be assessed in advance by a provider and customer

Achieving a 99.999% continuous level of availability

Meeting stated customer requirements and expectations

Providing a cost - effective service

Question No 4

What data is recorded when an incident is reported to the Service Desk?

Choose the Choices:

the name of the person reporting the Incident

the name of the person handling the Problem

the name of the person who approves the Request for Change (RFC)

the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

Question No 5

What is the difference between a process owner and a process manager?

Choose the Choices:

a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

a process owner is a director and a process manager is a manager

a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

a process owner will work directly with business leadership and the process manager only works within IT

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