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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

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. Incident Management
D. Service Level Management

Question 2

What is required for an implementation of IT Service Management to be successful?

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

Question 3

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 4

What does the term "Integrity" mean in the context of Information Security Management?

A. The accuracy, completeness and correctness of the information
B. Monitoring the access to information
C. Screening the support staff on their loyalty to the IT organization
D. Protecting the information against unauthorized use

Question 5

A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A. A Service
B. A Configuration Item
C. A deployed infrastructure
D. A developed application

Solutions: