EXIN ITSM 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. 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) Start an internal service organization evaluation
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Analyze customer satisfaction and identify resulting actions

2. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Service Level Agreements (SLAs)
B) Underpinning Contracts
C) Service Contracts
D) Operational Level Contracts

3. The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A) Problem
B) Request for Change
C) Workaround
D) Known Error

4. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Service Level Management
B) Change Management
C) Business Relationship Management
D) Release Management

5. What is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) Decisions about service provision should be based on cost effectiveness comparisons.
D) The Service Catalog should be maintained and kept up-to-date.

Solutions: