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

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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 must be included in a well defined Process structure?

A. statistical support
B. timelines
C. functions
D. expected results

Question 2

In the context of standards, what does the term "conformity" stand for?

A. Compliance with a requirement
B. Alignment of an audit nonconformity report to a re-audit report
C. Verification of supplier certification
D. Quality Management System certification by an approved body

Question 3

Which statement below is not a purpose of Supplier Management procedures?

A. That business transactions between all parties are recorded
B. That information on the performance of all suppliers can be observed and acted upon
C. That the suppliers understand their obligation to the Service Provider
D. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

Question 4

What is a Configuration Baseline?

A. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
B. A configuration audit report
C. A benchmark of the service provider's capability
D. The change requests allocated to a release

Question 5

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A. A record of all future training courses for each employee
B. An overview of all possible training modules that match with competences
C. An overview of all personal details per employee
D. A chronological training record for each individual

Solutions: