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?

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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Allene

1 months ago

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

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Art

B) Information security controls

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Rosina

2 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

2 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

9 days ago

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

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Marget

14 days ago

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

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Justine

21 days ago

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

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Aleisha

2 months ago

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

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Tegan

15 days ago

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

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Tegan

16 days ago

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

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Tegan

1 months ago

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

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Rosendo

2 months ago

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

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Stephanie

30 days ago

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

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Son

1 months ago

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

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Nathalie

2 months 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

2 months ago

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

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Sabra

2 months ago

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

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Albina

3 months ago

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

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Gracia

3 months ago

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

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Kasandra

3 months ago

I think B) Information security controls must be included.

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