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EXIN ITSM20F Exam Syllabus Topics:

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

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

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

2. What is the best definition of "Quality system"?

A) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
B) mandatory Quality management practices followed by everyone in the service provider organizations
C) 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
D) organizational structure related to responsibilities, procedures and resources for implementing quality management

3. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A) Identification of root causes
B) Proactive Problem Management
C) Error Control
D) Problem Control

4. What can be improved by achieving quality objectives?

A) Effectiveness of the service
B) Relationship with interested suppliers
C) Personal satisfaction of the Configuration Manager
D) Relationship with unauthorized patties

5. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Underpinning Contract
B) Service Level Requirement
C) Service Level Agreement (SLA)
D) Service Catalog

Solutions: