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EXIN ITSM20F Exam Syllabus Topics:

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

Question 1

What is mandatory to define in the incident management procedures?

A. The recording of problems
B. The recording of deficiencies in the configuration management database (CMDB)
C. The implementation of emergency changes
D. The escalation of incidents

Question 2

When can the building and testing of a Change begin?

A. As soon as the Request for Change (RFC) has been formally authorized
B. As soon as the Request for Change (RFC) has been classified
C. As soon as there is a correct network plan for the change
D. As soon as the impact analysis has been discussed by the members of the Change Advisory Board

Question 3

What is the most common process that is associated with the Service Desk?

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

Question 4

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

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

Question 5

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A. Service Level Management
B. Service Desk
C. Incident Management
D. Availability Management

Solutions: