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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 meant by the Urgency of an Incident?

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

2. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Review the Service Management System at least annual
B) Start an internal service organization evaluation
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Analyze customer satisfaction and identify resulting actions

3. What is a purpose of ISO/IEC 20000?

A) to provide best practice guidance on IT Service Management
B) to promote the adoption of IT governance
C) to promote the adoption of an integrated process approach
D) to provide best practice guidance on security management

4. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Service Catalog
B) Underpinning Contract
C) Service Level Agreement (SLA)
D) Service Level Requirement

5. Different types of events are reported to the Service Desk. Which event is an incident?

A) A notification that a new toner cartridge has just been installed in a printer
B) A request for the installation of a new bookkeeping package
C) Information about the rollout of a specific application
D) A report that the printer is not working

Solutions: