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

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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 required to be in place for emergency changes?

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

2. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Underpinning Contract
B) Service Level Agreement (SLA)
C) Service Level Requirement
D) Service Catalog

3. What is the aim of an internal audit?

A) To monitor employee performance
B) To instruct all employees that quality-related requirements must be observed
C) To verify whether the defined key performance indicators (KPIs) are actually determined
D) To ensure and improve one's own quality capability

4. What are the key contents of an IT Service Management system?

A) A documented organizational and operational structure
B) A software system for the ticket
C) Systematic processes for ticket recording and follow-up only
D) A software system to monitor the key performance indicators (KPIs)

5. 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 deployed infrastructure
C) A Service
D) A developed application

Solutions: