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Concise contents

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EXIN ITSM20F Exam Syllabus Topics:

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

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

2. What is required to be in place for emergency changes?

A) Capacity plans
B) Controlled Acceptance Test environment
C) policies and procedures
D) Service Continuity Plans

3. The success and failure of Releases shall be measured. What is included in these measurements?

A) The frequency and types of Releases
B) The Release dates
C) The Request for Change (RFC)
D) The Incidents related to a Release in the period following a Release

4. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A chronological training record for each individual
B) An overview of all personal details per employee
C) An overview of all possible training modules that match with competences
D) A record of all future training courses for each employee

5. What defines Service Quality'?

A) Meeting stated customer requirements and expectations
B) Achieving a 99.999% continuous level of availability
C) Providing a cost-effective service
D) A series of activities that can be assessed in advance by a provider and customer

Solutions: