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EXIN ITSM20F Exam Syllabus Topics:

SectionObjectives
Introduction to IT Service Management- Concepts of service and service management
- Value creation through services
Continual Improvement- Service improvement practices
- PDCA cycle (Plan-Do-Check-Act)
Service Management Processes- Configuration management
- Change management
- Incident and service request management
- Problem management
- Release and deployment management
ISO/IEC 20000 Framework- Structure and requirements of ISO/IEC 20000
- Service Management System (SMS)
Service Level and Supplier Management- Service Level Agreements (SLA)
- Supplier and external service management

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

Question #1

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

  • A. Analyze and evaluate the existing situation to identify areas for improvement
  • B. Analyze customer satisfaction and identify resulting actions
  • C. Start an internal service organization evaluation
  • D. Review the Service Management System at least annual
Reveal Solution  Discussion  0

Correct Answer: A  ðŸ—³ïž

Question #2

Which process includes the responsibility of recovering the service as quickly as possible?

  • A. Problem Management
  • B. IT Service Continuity Management
  • C. Incident management
  • D. Availability Management
Reveal Solution  Discussion  0

Correct Answer: C  ðŸ—³ïž

Question #3

Which of the following activities in the Problem Management process is related to the Change Management process?

  • A. identifying Problems
  • B. correcting Problems
  • C. classifying Problems
  • D. investigating a solution
Reveal Solution  Discussion  0

Correct Answer: B  ðŸ—³ïž

Question #4

What data is recorded when an incident is reported to the Service Desk?

  • A. the name of the person reporting the Incident
  • B. the name of the person who approves the Request for Change (RFC)
  • C. the name of the person handling the Problem
  • D. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
Reveal Solution  Discussion  0

Correct Answer: A  ðŸ—³ïž

Question #5

What is required to be in place for emergency changes?

  • A. Service Continuity Plans
  • B. Capacity plans
  • C. policies and procedures
  • D. Controlled Acceptance Test environment
Reveal Solution  Discussion  0

Correct Answer: C  ðŸ—³ïž

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