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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

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A. Known Error
B. Workaround
C. Request for Change
D. Problem

Question 2

What is the most common process that is associated with the Service Desk?

A. Change Management
B. Configuration Management
C. Service Level Management
D. Incident Management

Question 3

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A. A record of all future training courses for each employee
B. An overview of all personal details per employee
C. An overview of all possible training modules that match with competences
D. A chronological training record for each individual

Question 4

Which process is responsible for registering the relationships within the IT infrastructure?

A. Asset Management
B. Change Management
C. Configuration Management
D. Release Management

Question 5

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

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

Solutions: