EXIN ITSM20F

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EXIN ITSM20F Exam Syllabus Topics:

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

1. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Perform. Evaluate and Act
B) Plan. Do. Evaluate and Act
C) Plan. Do. Check and Act
D) Plan. Perform. Audit and Improve

2. What is required for an implementation of IT Service Management to be successful?

A) The appointment of a specialist department responsible for the development of the process structures
B) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

3. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management acts in consultation with users to determine the availability of IT services.
B) Availability Management provides information about the availability of the services being provided.
C) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
D) Availability Management supplies data about the availability requirements of users.

4. What is the purpose of CobiT?

A) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
B) to provide a high level process model that organizes a broad range of IT activities
C) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
D) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

5. Who or what should always be informed in case a release is rejected, delayed or
cancelled?

A) The senior management representative
B) Business relationship management
C) Incident management
D) Change management

Solutions: