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

1. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
C) a process owner is a director and a process manager is a manager
D) a process owner will work directly with business leadership and the process manager only works within IT

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

3. A Release policy needs to be documented and agreed. What must be included in the Release policy?

A) the Release dates
B) the frequency and type of Releases
C) Releases Requests For Change (RFCs)
D) an analysis of the success or failure of

4. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A) Incident Management
B) Service Desk
C) Availability Management
D) Service Level Management

5. Who or what should always be informed in case a release is rejected, delayed or
cancelled?

A) Business relationship management
B) Incident management
C) Change management
D) The senior management representative

Solutions: