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

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EXIN ITSM20F Exam Syllabus Topics:

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

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

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

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

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

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

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. Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A) because this allows incidents to be better tracked
B) because otherwise Problem Management cannot work
C) because this is part of the IT Service Management model
D) because this means the incident can be resolved more quickly

Solutions: