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

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

2. What is the objective of the service reporting process?

A) to document measures taken to manage information security effectively within all service activities
B) to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
C) to provide progress reports on the planning and implementation of service management
D) to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

3. Which of the following activities in the Problem Management process is related to the Change Management process?

A) identifying Problems
B) investigating a solution
C) correcting Problems
D) classifying Problems

4. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Capacity Management
B) Availability Management
C) Configuration Management
D) Service Level Management

5. Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A) Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
B) Documentation should be kept at least five years for auditing purposes.
C) Documentation should be protected from damage due to IT related disasters.
D) Documentation should be stored at a central place and be only accessible via procedures

Solutions: