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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 a function of processes?

A) They complement descriptions of structural and organizational roles and responsibilities
B) They describe vertical and horizontal escalation options.
C) They represent a complete set of monitoring options.
D) They express the level of compliance with the requested quality characteristics.

2. Which statement with regard to Information Security Management is true?

A) Security Incidents shall only be reported and recorded if they affect more than one user
B) Management with appropriate authority shall approve an Information Security policy.
C) Information Security Management to specifically focus on managing Information Security effective within all information systems.
D) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.

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

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

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

5. What is the definition of IT Service Management?

A) Requirements for delivering service based upon best practices
B) Specialized organizational capabilities providing value to customers
C) An organization supping services to one or more customers
D) Best practice guidance for operating services

Solutions: