IT Service Management Foundation based on ISO / IEC 20000

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This questions were last updated on November 16, 2025
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Question 1 of 136

What is known as a temporary solution that enables the user to continue working?

Known Error

Request For Change (RFC)

Service Request

Workaround

Correct Answer: D

Question 2 of 136

What would increase the amount of detail in the Configuration Management Database (CMDB)?

Increasing the scope of the CMDB

Increasing the number of attributes of each Configuration Item (CI) in the CMDB

Increasing the number of records in the CMDB

Increasing the use of the CMDB

Correct Answer: B

Question 3 of 136

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?

Error Control

Identification of root causes

Proactive Problem Management

Problem Control

Correct Answer: C

Question 4 of 136

Quality Management Systems can assist organizations in enhancing what?

Customer satisfaction

ISO/EC 20000

Relationship with third parties

Supplier satisfaction

Correct Answer: A

Question 5 of 136

What is a Configuration Baseline?

A benchmark of the service provider's capability

A configuration audit report

A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

The change requests allocated to a release

Correct Answer: C