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EXIN ITSM20F Exam Syllabus Topics:

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

1. When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

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

2. What can be improved by achieving quality objectives?

A) Relationship with unauthorized patties
B) Effectiveness of the service
C) Personal satisfaction of the Configuration Manager
D) Relationship with interested suppliers

3. What data is recorded when an incident is reported to the Service Desk?

A) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
B) the name of the person handling the Problem
C) the name of the person reporting the Incident
D) the name of the person who approves the Request for Change (RFC)

4. What is used for the assessment of maturity of organizations?

A) CMMI@
B) CobIT
C) ITIL@
D) MOF

5. Which process or function has the responsibility of distributing information to users?

A) Customer Relationship Management
B) Incident Management
C) Change Management
D) Service Desk

Solutions: