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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Service Management Processes | - Release and deployment management - Change management - Incident and service request management - Configuration management - Problem management |
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Question 1
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. Availability Management
B. IT Service Continuity Management
C. Management for IT Services
D. Capacity Management Financial
Question 2
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
A. Availability Management
B. Service Level Management
C. Service Desk
D. Incident Management
Question 3
A company decides to apply the principle of continual improvement. Which action would result from this decision?
A. Analyze and evaluate the existing situation to identify areas for improvement
B. Review the Service Management System at least annual
C. Analyze customer satisfaction and identify resulting actions
D. Start an internal service organization evaluation
Question 4
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
A. to provide input to the Capacity Database
B. to prevent repetitive occurrence of Incidents
C. to be able to provide reports to management
D. to be able to charge to the correct users of the service
Question 5
What must be included in a well defined Process structure?
A. functions
B. timelines
C. expected results
D. statistical support
Solutions:
| Question 1 Answer: D | Question 2 Answer: C | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: C |


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