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ITSM20F Exam Dumps - IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

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Question # 9

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

After the breach

Before the breach

During service reporting

Never

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Question # 10

Different types of events are reported to the Service Desk. Which event is an incident?

Information about the rollout of a specific application

A notification that a new toner cartridge has just been installed in a printer

A report that the printer is not working

A request for the installation of a new bookkeeping package

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Question # 11

What is a purpose of ISO/IEC 20000?

to promote the adoption of an integrated process approach

to promote the adoption of IT governance

to provide best practice guidance on IT Service Management

to provide best practice guidance on security management

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