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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

What is mandatory to define in the incident management procedures?

A. The recording of deficiencies in the configuration management database (CMDB)
B. The recording of problems
C. The escalation of incidents
D. The implementation of emergency changes

Question 2

What is the purpose of CobiT?

A. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
B. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
C. to provide a high level process model that organizes a broad range of IT activities
D. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

Question 3

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

A. Availability Management
B. Problem Management
C. Incident management
D. IT Service Continuity Management

Question 4

When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A. A competitor's process management system
B. Any standards defined by the company itself
C. The time to update the process documentation
D. The budget available to Human Resources

Question 5

Quality Management Systems can assist organizations in enhancing what?

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

Solutions: