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EXIN ITSM20F Exam Syllabus Topics:

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

Question 1

When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A. A competitor's process management system
B. Any standards defined by the company itself
C. The time to update the process documentation
D. The budget available to Human Resources

Question 2

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A. Problem Management
B. Incident Management
C. Change Management
D. Availability Management

Question 3

What does Service Management aim to achieve?

A. to exceed expectations at all times based on solid processes followed rigidly at all times
B. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
C. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
D. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

Question 4

What may define the scope of Service Management in the Service Management plan?

A. the number of staff
B. the location of the services
C. the specific processes undertaken
D. the size of the infrastructure

Question 5

What is the most common process that is associated with the Service Desk?

A. Incident Management
B. Configuration Management
C. Change Management
D. Service Level Management

Solutions: