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

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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 is required to be in place for emergency changes?

A) Capacity plans
B) Service Continuity Plans
C) policies and procedures
D) Controlled Acceptance Test environment

2. What is the definition of IT Service Management?

A) Specialized organizational capabilities providing value to customers
B) Requirements for delivering service based upon best practices
C) Best practice guidance for operating services
D) An organization supping services to one or more customers

3. 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) Request for Change
B) Known Error
C) Workaround
D) Problem

4. What is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) The Service Catalog should be maintained and kept up-to-date.
D) Decisions about service provision should be based on cost effectiveness comparisons.

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

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

Solutions: