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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 an ISO/EC 20000 requirement relating to the service management plan?

A) It must include the documented procedures specified by the standard
B) It must include the scope of the organization's service management plan
C) It must never include any know-how of the organization
D) It must be available in at least one hard copy and approved

2. A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A) A Configuration Item
B) A developed application
C) A Service
D) A deployed infrastructure

3. What is a Known Error?

A) A serious incident whose resolution is known
B) A Problem that cannot be matched
C) A Problem for which the cause and Workaround have been identified
D) A Problem that is resolved

4. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Service Level Management
B) Availability Management
C) Financial Management for IT Services
D) IT Service Continuity Management

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

A) A request for the installation of a new bookkeeping package
B) A notification that a new toner cartridge has just been installed in a printer
C) A report that the printer is not working
D) Information about the rollout of a specific application

Solutions: