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EXIN ITSM20F Exam Syllabus Topics:

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

Question 1

Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

A. Capacity Management Financial
B. Availability Management
C. IT Service Continuity Management
D. Management for IT Services

Question 2

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

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

Question 3

An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

A. Service Desk
B. Release Management
C. Change Management
D. Security Management

Question 4

What is the objective of a Management System?

A. to define, agree, record and manage levels of services
B. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D. to ensure that Key Performance Indicators (KPIs) are defined for all IT services

Question 5

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A. Incident Management
B. Level Management
C. Problem Management
D. Service Desk Service

Solutions: