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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 may define the scope of Service Management in the Service Management plan?

A) the location of the services
B) the number of staff
C) the specific processes undertaken
D) the size of the infrastructure

2. What must be included in a well defined Process structure?

A) statistical support
B) timelines
C) functions
D) expected results

3. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
B) Increasing the use of the CMDB
C) Increasing the scope of the CMDB
D) Increasing the number of records in the CMDB

4. What is the best definition of "Quality system"?

A) mandatory Quality management practices followed by everyone in the service provider organizations
B) organizational structure related to responsibilities, procedures and resources for implementing quality management
C) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
D) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

5. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to provide reports to management
B) to prevent repetitive occurrence of Incidents
C) to provide input to the Capacity Database
D) to be able to charge to the correct users of the service

Solutions: