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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 known as a temporary solution that enables the user to continue working?

A) Workaround
B) Request For Change (RFC)
C) Known Error
D) Service Request

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. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A chronological training record for each individual
B) A record of all future training courses for each employee
C) An overview of all possible training modules that match with competences
D) An overview of all personal details per employee

4. When can the building and testing of a Change begin?

A) As soon as there is a correct network plan for the change
B) As soon as the impact analysis has been discussed by the members of the Change Advisory Board
C) As soon as the Request for Change (RFC) has been formally authorized
D) As soon as the Request for Change (RFC) has been classified

5. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) The budget available to Human Resources
B) A competitor's process management system
C) The time to update the process documentation
D) Any standards defined by the company itself

Solutions: