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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 required to be in place for emergency changes?

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

2. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) Before the breach
B) After the breach
C) During service reporting
D) Never

3. Which of the following activities in the Problem Management process is related to the Change Management process?

A) investigating a solution
B) classifying Problems
C) identifying Problems
D) correcting Problems

4. What defines Service Quality?

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

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

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

Solutions: