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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 15% | - Core concepts of IT service management - Core concepts surrounding ISO/IEC 20000-1:2018 |
| Topic 2: Operation of the Service Management System | 55% | - Supply and demand processes - Service portfolio processes - Service assurance processes - Resolution and fulfilment processes - Service design, build and transition processes - Relationship and agreement processes |
| Topic 3: Service Management System (SMS) | 30% | - Core concepts of the service management system - Critical elements of a service management system |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Quality Management Systems can assist organizations in enhancing what?
- A. Relationship with third parties
- B. Customer satisfaction
- C. ISO/EC 20000
- D. Supplier satisfaction
Correct Answer: B 🗳️
What is the best definition of "Quality system"?
- A. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
- B. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
- C. organizational structure related to responsibilities, procedures and resources for implementing quality management
- D. mandatory Quality management practices followed by everyone in the service provider organizations
Correct Answer: C 🗳️
What is meant by the Urgency of an Incident?
- A. the relative importance of the incidents when handling them
- B. the time needed by IT Services to resolve the incident
- C. the degree to which the incident gives rise to a deviation from the normal service level
- D. the degree to which the solution of an incident tolerates delay
Correct Answer: D 🗳️
What does the term "Integrity" mean in the context of Information Security Management?
- A. The accuracy, completeness and correctness of the information
- B. Screening the support staff on their loyalty to the IT organization
- C. Protecting the information against unauthorized use
- D. Monitoring the access to information
Correct Answer: B 🗳️
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?
- A. Service Desk
- B. Change Management
- C. Configuration Management
- D. Release Management
Correct Answer: B 🗳️
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