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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 for an implementation of IT Service Management to be successful?

A) The appointment of a specialist department responsible for the development of the process structures
B) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
C) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

2. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Operational Level Contracts
B) Service Contracts
C) Service Level Agreements (SLAs)
D) Underpinning Contracts

3. While planning for service improvements, what is an important best practice to consider?

A) The service improvement targets should not change until the target is reached, or else no consistency is maintained
B) The progress of service improvement should be discussed at least weekly in the steering committee.
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The progress should be monitored closely by an independent project manager to maintain objectivity.

4. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the scope of the CMDB
B) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C) Increasing the use of the CMDB
D) Increasing the number of records in the CMDB

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

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

Solutions: