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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

Quality Management Systems can assist organizations in enhancing what?

A. Relationship with third parties
B. ISO/EC 20000
C. Customer satisfaction
D. Supplier satisfaction

Question 2

What are the key contents of an IT Service Management system?

A. A software system for the ticket
B. A documented organizational and operational structure
C. A software system to monitor the key performance indicators (KPIs)
D. Systematic processes for ticket recording and follow-up only

Question 3

What is meant by the Urgency of an Incident?

A. the time needed by IT Services to resolve the incident
B. the degree to which the incident gives rise to a deviation from the normal service level
C. the degree to which the solution of an incident tolerates delay
D. the relative importance of the incidents when handling them

Question 4

What is an ISO/EC 20000 requirement relating to the service management plan?

A. It must be available in at least one hard copy and approved
B. It must include the scope of the organization's service management plan
C. It must include the documented procedures specified by the standard
D. It must never include any know-how of the organization

Question 5

What is a function of processes?

A. They represent a complete set of monitoring options.
B. They describe vertical and horizontal escalation options.
C. They complement descriptions of structural and organizational roles and responsibilities
D. They express the level of compliance with the requested quality characteristics.

Solutions: