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Exin Exam ITSM20F.EN Topic 4 Question 90 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 90
Topic #: 4
[All ITSM20F.EN Questions]

Which of the following must be included within the Service Management plan?

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Suggested Answer: B

A . Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).

B . Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

C . Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

D . Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.


by Gerald at Jun 02, 2024, 12:10 PM

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Allene
17 days ago
Is there an option for 'all of the above and a partridge in a pear tree'?
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Rosina
19 days ago
I thought the Service Management plan was just a fancy way to say 'turn it off and on again'.
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Helaine
25 days ago
I'm not so sure about A. CI types might be important, but I think D is the correct answer.
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Aleisha
27 days ago
Hmm, I'm leaning towards C. Return to normal working is a key aspect of the plan.
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Tegan
3 days ago
I think B) Information security controls is also important to include in the plan.
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Rosendo
1 months ago
I'd say B. Information security controls are crucial for effective service management.
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Stephanie
2 days ago
Yes, having the right tools to support the processes is also crucial for effective service management.
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Son
14 days ago
I agree, information security controls are essential for protecting our systems.
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Nathalie
22 days ago
I think B is important too. We need to ensure the security of our services.
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Nakisha
2 months ago
Definitely D. Tools are essential to support the processes in the Service Management plan.
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Sabra
28 days ago
Information security controls are also important to include in the plan.
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Sabra
1 months ago
I agree, tools are crucial for supporting the processes in the Service Management plan.
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Albina
2 months ago
I believe D) Tools as appropriate to support the processes should also be included for efficiency.
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Gracia
2 months ago
I agree with Kasandra. Information security is crucial for service management.
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Kasandra
2 months ago
I think B) Information security controls must be included.
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