Exin ITSM20F.EN Exam - 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?

AConfiguration Item (CI) type

BInformation security controls

CReturn to normal working

DTools as appropriate to support the processes

Show Suggested Answer

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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Danilo

3 months ago

Surprised that CI types are even a question here.

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Marya

3 months ago

100% agree on the return to normal working part!

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Lajuana

3 months ago

Wait, are we sure about the CI type being essential?

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Suzan

4 months ago

I think tools to support processes are a must too.

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Luisa

4 months ago

Definitely need info security controls in there!

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Azalee

4 months ago

I recall a similar question where we discussed return to normal working, but I can't remember if it was specifically required in the plan.

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Paris

4 months ago

I’m a bit confused about whether tools are considered a must-have in the plan. I feel like they support processes, but is that enough?

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Tijuana

4 months ago

I remember practicing a question about the importance of Configuration Items in service management, so I feel like that might be essential too.

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Alita

5 months ago

I think the Service Management plan definitely needs to include information security controls, but I'm not entirely sure if that's the only thing.

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Shaquana

5 months ago

I'm a bit confused by this question. I know the Service Management plan is important, but I'm not sure which specific elements it must include. I'll have to review my notes and try to eliminate the options that don't seem relevant.

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Jamika

5 months ago

The Service Management plan needs to cover the tools and processes that will be used to support the IT services, so I think option D is the correct answer here.

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Francene

5 months ago

Hmm, this is a tricky one. I'm not sure if information security controls or return to normal working would be required in the Service Management plan. I'll have to think this through carefully.

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Wilbert

5 months ago

I'm pretty confident about this one. The Service Management plan should include the Configuration Item (CI) types, as that's a key part of managing the IT infrastructure.

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Tawna

5 months ago

I'm a bit confused on this one. I know you need to change the scheduling class, but I can't recall if that requires a reboot or not. I'm leaning towards one of the "No" answers, but I'm not 100% sure. I'll have to review the scheduling class configuration process again before answering.

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Tomoko

5 months ago

I'm not really confident, but I feel like legal duties at board level might be too advanced for a secretary. Maybe option B?

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Charlette

5 months ago

Whoa, 13% score? This must be a tough one. I better double-check the node status, logs, and make sure I don't miss any important details.

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Allene

9 months ago

Is there an option for 'all of the above and a partridge in a pear tree'?

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Art

8 months ago

A) Configuration Item (CI) type

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Art

8 months ago

D) Tools as appropriate to support the processes

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Art

8 months ago

B) Information security controls

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Rosina

9 months 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

10 months 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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Belen

8 months ago

Yes, tools as appropriate to support the processes should definitely be included in the Service Management plan.

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Marget

8 months ago

I agree, having the right tools in place is crucial for effective service management.

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Justine

9 months ago

I think D is the correct answer. Tools are essential for supporting the processes.

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Aleisha

10 months ago

Hmm, I'm leaning towards C. Return to normal working is a key aspect of the plan.

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Tegan

8 months ago

I agree, C) Return to normal working is crucial for the Service Management plan.

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Tegan

8 months ago

D) Tools as appropriate to support the processes should definitely be considered as well.

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Tegan

9 months ago

I think B) Information security controls is also important to include in the plan.

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Rosendo

10 months ago

I'd say B. Information security controls are crucial for effective service management.

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Stephanie

9 months ago

Yes, having the right tools to support the processes is also crucial for effective service management.

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Son

9 months ago

I agree, information security controls are essential for protecting our systems.

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Nathalie

10 months ago

I think B is important too. We need to ensure the security of our services.

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Nakisha

10 months ago

Definitely D. Tools are essential to support the processes in the Service Management plan.

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Sabra

10 months ago

Information security controls are also important to include in the plan.

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Sabra

10 months ago

I agree, tools are crucial for supporting the processes in the Service Management plan.

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Albina

10 months ago

I believe D) Tools as appropriate to support the processes should also be included for efficiency.

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Gracia

11 months ago

I agree with Kasandra. Information security is crucial for service management.

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Kasandra

11 months ago

I think B) Information security controls must be included.

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