EXIN ITSM20F

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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 may define the scope of Service Management in the Service Management plan?

A) the number of staff
B) the size of the infrastructure
C) the location of the services
D) the specific processes undertaken

2. What is the aim of an internal audit?

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

3. 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) Best practice guidance for operating services
D) An organization supping services to one or more customers

4. What defines Service Quality?

A) Achieving a 99.999% continuous level of availability
B) A series of activities that can be assessed in advance by a provider and customer
C) Meeting stated customer requirements and expectations
D) Providing a cost-effective service

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

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

Solutions: