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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

Which process includes the responsibility of recovering the service as quickly as possible?

A. Problem Management
B. Availability Management
C. IT Service Continuity Management
D. Incident management

Question 2

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

Question 3

Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A. to prevent repetitive occurrence of Incidents
B. to be able to charge to the correct users of the service
C. to provide input to the Capacity Database
D. to be able to provide reports to management

Question 4

What is the difference between a process owner and a process manager?

A. a process owner will work directly with business leadership and the process manager only works within IT
B. a process owner is a director and a process manager is a manager
C. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

Question 5

An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

A. Security Management
B. Release Management
C. Service Desk
D. Change Management

Solutions: