EXIN ITSM20F real exam prep : 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 the most common process that is associated with the Service Desk?

A) Configuration Management
B) Service Level Management
C) Incident Management
D) Change Management

2. What is a purpose of ISO/IEC 20000?

A) to promote the adoption of IT governance
B) to provide best practice guidance on security management
C) to provide best practice guidance on IT Service Management
D) to promote the adoption of an integrated process approach

3. What is the best definition of "Quality system"?

A) mandatory Quality management practices followed by everyone in the service provider organizations
B) organizational structure related to responsibilities, procedures and resources for implementing quality management
C) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
D) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

4. 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

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

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

Solutions: