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EXIN ITSM20F Exam Syllabus Topics:

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

1. Which process or function has the responsibility of distributing information to users?

A) Change Management
B) Incident Management
C) Service Desk
D) Customer Relationship Management

2. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Review the Service Management System at least annual
B) Analyze customer satisfaction and identify resulting actions
C) Start an internal service organization evaluation
D) Analyze and evaluate the existing situation to identify areas for improvement

3. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to prevent repetitive occurrence of Incidents
B) to be able to provide reports to management
C) to be able to charge to the correct users of the service
D) to provide input to the Capacity Database

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

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

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

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

Solutions: