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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) : ITSM20F
- Exam Code: ITSM20F
- Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
- Q & A: 78 Questions and Answers
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Service Management Processes | - Release and deployment management - Incident and service request management - Problem management - Configuration management - Change management |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Question #1
What defines Service Quality?
- A. Achieving a 99.999% continuous level of availability
- B. Meeting stated customer requirements and expectations
- C. A series of activities that can be assessed in advance by a provider and customer
- D. Providing a cost-effective service
Answer: B
Question #2
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. A competitor's process management system
- B. The budget available to Human Resources
- C. Any standards defined by the company itself
- D. The time to update the process documentation
Answer: C
Question #3
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?
- A. Service Desk
- B. Release Management
- C. Configuration Management
- D. Change Management
Answer: D
Question #4
When can the building and testing of a Change begin?
- A. As soon as the Request for Change (RFC) has been classified
- B. As soon as the Request for Change (RFC) has been formally authorized
- C. As soon as there is a correct network plan for the change
- D. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
Answer: B
Question #5
What defines Service Quality'?
- A. Achieving a 99.999% continuous level of availability
- B. Meeting stated customer requirements and expectations
- C. A series of activities that can be assessed in advance by a provider and customer
- D. Providing a cost-effective service
Answer: B
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