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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 has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Financial Management for IT Services
B) Service Level Management
C) IT Service Continuity Management
D) Availability Management

2. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person reporting the Incident
B) the name of the person who approves the Request for Change (RFC)
C) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
D) the name of the person handling the Problem

3. What is the aim of an internal audit?

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

4. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) incorporating technological innovations
B) constant quality
C) methodological order based on best practices
D) innovating the way services are provided

5. 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 provide input to the Capacity Database
C) to be able to charge to the correct users of the service
D) to be able to provide reports to management

Solutions: