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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

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A. Change Management
B. Release Management
C. Business Relationship Management
D. Service Level Management

Question 2

What is meant by the Urgency of an Incident?

A. the degree to which the incident gives rise to a deviation from the normal service level
B. the relative importance of the incidents when handling them
C. the time needed by IT Services to resolve the incident
D. the degree to which the solution of an incident tolerates delay

Question 3

What is the objective of a Management System?

A. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
B. to define, agree, record and manage levels of services
C. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
D. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

Question 4

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 deployed infrastructure
D. A Service

Question 5

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A. annually
B. monthly
C. only when there is a business need to change the service
D. quarterly

Solutions: